PLAZA Premium München

Customer service is absolutely horrible. First day we arrived earlier than check-in time so we did sightseeing first in central and came back at 11pm and we got a room key from the receptionist who are young/skinny darker looking person (I have to describe his looking as he doesn’t give his name). We were exhausted from the trip due to the long journey and when we went to the room, it was absolutely dirty/not cleaned AT ALL, so we came down to explain it and he gave another room key without saying SORRY. Also I left a message that it’s my bf bday trip so please allocate a nice room. But the room was TWIN SINGLE BED + disgusting smelly like toilet. So I came down AGAIN to explain it and he said it’s cleaners fault and I should complain to the cleaner? So I asked him to come up together to check the smell and he said he doesn’t want to come to check it. How rude is this? So I asked if I could speak to the duty manager and he said I could only speak to the manager on Monday as the manager is NOT working during the night time and weekend LOL. I’ve never seen a hotel like this before. We were then told by another receptionist that we could discuss about the compensation with the manager on Monday so we waited until Monday, and the manager said we can’t get any compensation from the awful rude customer service. I felt absolutely racist from the hotel and it’s our worst Hotel experience EVER. In addition, we stayed there 3 nights but they never cleaned the room during our stay. It’s not a hotel it’s worse than B&B Room. If you want to have a good trip in Munich, avoid to stay here. They ruin your whole trip from the beginning to the end.

I had originally planned to stay two nights, but I could barely endure one. The staff were unbelievably rude, laughing in my face when I raised a concern. The room was absolutely filthy—sticky surfaces, disgusting floors, and an overall unbearable environment. If I could give zero stars, I absolutely would. I have no idea how Trip.com can recommend this hotel—it’s a complete disgrace. This was, without a doubt, the worst hotel experience of my life. Completely unacceptable.

Great hotel, Very clean