Steigenberger Graf Zeppelin

After revisiting this Hotel after a 13-year absence, I was dismayed to find that it had not undergone any renovations despite its evident need for them.

The reception staff appeared to be quite young and inexperienced, lacking the necessary training and knowledge to effectively manage the front desk. The check-in process was excessively time-consuming, and our luggage was delivered to the room with a significant delay due to the fact that the front desk employee was responsible for both checking in guests and transporting luggage. This level of service is unacceptable for a five-star establishment.

Furthermore, the guest rooms are clearly outdated and in need of modernization. The shower amenities consisted solely of a single bottle of shampoo and conditioner, which I found to be a rather peculiar cost-saving measure.

Considering the cost per night, it would be reasonable to expect the hotel to provide on-site parking facilities. Unfortunately, the parking is located behind the building and is self-park underground, with a nightly parking rate of 25 euros.

Last but not least, the hotel tried to charge us for an additional two nights for two extra rooms, claiming that it was our fault for booking them on Booking.com, even though this was never mentioned at the beginning of our stay. They were being greedy and attempting to charge us for no reason, especially after we had already stayed at their property. After a long and unpleasant discussion, they "agreed" to take up the issue with Booking.com.

Overall, this hotel is highly unprofessional and I would advise staying away from it.

The parking is located behind the building and is self-park underground. The nightly parking rate is 25 euros.

The hotel attempted to charge us for two additional nights for two extra rooms. They claimed that we were responsible for booking them on Booking.com, although this was never mentioned at the beginning of our stay. This was an attempt to charge us for no reason, especially after we had already stayed at their property. After a lengthy and unpleasant discussion, they "agreed" to take up the issue with Booking.com.

Overall, this hotel is highly unprofessional and I would advise against staying there.

First time that I stayed at this hotel was last year. It was last minute and I paid 170 for one night and I received a spacious room with excellent natural light. I received great service too, hence I returned this year for another stay at this hotel. Instead of one night, I stayed 6 nights with the impression that I would receive the same excellent service.

The reception had a very young woman who apparently was on the telephone, acting like she was a business manager talking to corporate, although giggling.
Thinking that I was going to receive professional cheery service, I was greeted at the front desk with "Oh, uh 6 nights," in a snotty tone by the very same young woman, as if not affordable for that many nights. Very unwelcoming experience. She obviously had no clue that I was in the medical field.
This young, obviously unprofessional woman, gave me a room that when I first walked in had stained animal prints on the carpet. It smelled musty and looked very dirty. Did this young woman even consider that I did not have an animal and that I could have had allergies? Hardly not.

As I made reservations 4-6 months prior to the stay, I spent over 1500 for 6 nights and this room was apparently what she thought the best for a stay at the Graf Zeppelin at that amount of money.

After a long flight from the USA, I had to carry and roll 3 pieces of luggage to that filthy, musty smelled and stained room. I closed the room door without daring to touch to anything in the room, and returned to the front desk with my luggage and told the same young woman about the filthiness of the room and asked for another room. She gave me the only other room available, which turned out to be a small, dark and cramped room with a leaky shower. If not for towels on the ground around the door, the bathroom floor would be flooded, to include part of the carpet.
As I was too tired after the long flight, I settle for the last pick of rooms.

I never ordered room service for the fact of the service that I received from reception.

On the last night, I asked for a taxi in the morning. An older gentleman noted for the early morning staff that I needed a taxi in the early AM.
I was told by a younger male receptionist that the taxi was just right out there across the street, pointing outside, ending his discussion with "The taxis' are always there." I reinforced the request to have a taxi at the front door, and told the receptionist that I would not return for a stay at the Graf Zeppelin for the reason of the poor and rude service.

The young male receptionist emphasized again that taxis are always outside. While I am aware of that, I am apparently more aware than the receptionist that there are drunks, drug addicts and homeless people around the Graf Zeppelin and in front of the train station across the street!! I did not mention it, however, as that behavior seems to be his lifestyle as well.

The young male receptionist offered to carry the luggage outside?! Never mind an offer to carry the luggage to the taxi across the street, as it was 0200 AM. This was the first time that there was an offer to carry luggage at this hotel.

I politely declined his offer, acknowledging that he was the only person at the front desk. Thankfully, 3 taxis' pulled up in front to the hotel, and I gracefully walked outside with luggage and caught my return flight to the USA.

Whereas I go home and visit Germany more than once every year, I certainly will not be spending hard earned money at the Graf Zeppelin hotel anytime soon again, as also it has no swimming pool, and no clothes are allowed in spa/sauna, indicating infection concerns. A planned relaxing return home to Germany turned out very stressful.

I am just amazed how Germany discourages tourism and legal immigration, hence discourages legal money by the combination of high cost and poor service; and however, encourages illegal immigration and the allocation of more money by its citizens for illegal immigration, drugs and crime. Very broken system. The graffiti is not as charming, anymore, in the name of.

I am coming home to this hotel for over 20 years unfortunately this time was the last time. The service was really sub standard in 5 star property. Let me explain it all started that I asked for extra service drinks and food in the room when we arrive. First email no response at all than I called they could not find the reservation after 4 hours reservation, done through the hotel confirmed. The room was decent but expensive over 700 euros for 2 nights. Breakfast was the biggest issue hence documented by many pictures. Two staff members for a weekend service one motivated but rude one hopelessly lacking motivation and not seeing what could be done. Arriving at breakfast at 1000 most tables were dirty most dishes empty especially water, champagne etc

Also the zeppelinos bar lacks charm and the old days of the nice breakfast room with a view are missed.

One can feel and see the shortcuts cost savings etc … last time for us expensive but certainly not worth the money!