Pullman Stuttgart Fontana

I have been going to this hotel for the past 20 years and it has never really recovered after the COVID outbreak. Service is horrible, long lines to check in/out, the breakfast buffet is merely a fraction of its earlier days. I will be breaking with tradition and not returning. On to bigger and better things I suppose...

- Booked accessible room, standard room allocated, had to change rooms
- No TV remote, got a replacement from reception which worked for about an hour, resorted to using the buttons on the TV
- Room made up for single occupancy. One set of towels, one cup, good job we bring our own.
- Mini bar price list but no mini bar.
- Bathroom floor slopes toward the room, water goes everywhere when having a shower, running into the bedroom.

Pullman is supposed to be an Accor premium brand. This is as basic as an Ibis.

I unfortunately had the worst hotel stay of my life at the Pullman in Stuttgart. My wife and I stayed for 5 nights and decided to go with the nicer hotel. The location is decent and the rooms themselves are fairly nice.

The hotel suffers from serious maintenance issues and catastrophic customer service. Our hot water was completely out for almost all of our stay - a real problem with an infant. After complaining about the issue I was offered 30% off our rooms. When trying to check out the night before our flight, however, the system was down and the discounts were not properly applied. I had verified with the front desk that we could check out 24 hours a day and had no indication that the system would be down later.

While my wife and I tried to find a solution to the problem before we left the country, the desk manager responded by slamming the desk, cursing, and apparently trying to intimidate my wife. He then threatened to call the police and have us thrown out, all with a young infant asleep. When my wife encouraged him to call he quickly backed down.

We eventually payed the invoice with the incorrect amounts and left, but I have never had such a confusing and frankly disturbing stay. For any hotel, much less a luxury property that charges a premium, this seems beyond unacceptable.

I sympathize with the night manager since he was not the one who informed us that checkout was open 24 hours a day, nor did he fail to maintain the hot water system, or decide to do a system upgrade. But this was an obvious breach of acceptable conduct. All of these issues were caused by the hotel itself, not through any mistake of ours.

I would urge anyone looking for a hotel in Stuttgart to find a smaller room more local establishment where you will be treated as guests. Or to pay for a different luxury hotel without this kind of risk.

There were two individuals that were genuinely very nice and helpful. One was a woman at breakfast who did everything to care for our daughter. The other was the bartender working next to the front desk. He helped to facilitate our checkout and calm the night manager down. I appreciated his calm help in a stressful situation.

I made a reservation by calling the hotel and paid extra for my check-in time at 10:Although I set my check-in time to 10:00, when I got there, my room was not ready, I had to argue there for this, then they gave me a room, the windows of the room they gave me were filthy, there is a phone in your room, but although I called the reception many times, there was no answer in any way, I called with my own phone from Google at different times of the day, I asked for water in the room, we cannot send it. they told me that there is breakfast service in the room within the service they told me, I asked for breakfast in the room, they said that we do not have such a service, they said that I would have a massage, but when I went there, they said that all the appointments were full, but the friend who took my reservation on the phone told me that the massage was OK, everything was completely disgraceful, I definitely do not recommend it.