Roomers Baden-Baden, Autograph Collection — Hotel in Baden-Baden

My wife and I booked a junior suite for two nights. The suites are stunning, and the hotel itself is incredibly stylish. The first night was great—although we arrived too late to try the highly-rated restaurant, check-in was smooth, and apart from the sound system being broken, everything in the room was perfect.||Things took a turn the next day. We tried to book the restaurant, only to be told it was reserved for a private party. Fine, we thought—let’s try the rooftop bar. Nope, also booked for a private event. Left with no options, we decided to just relax in our room.||At 8 p.m., our “relaxation” was interrupted by music. Not just any music, but the worst kind of pop trash—think Backstreet Boys on steroids—with bass pounding through the walls. Desperate for some reprieve, we headed back to the rooftop bar, which had reopened, to grab dinner. Unfortunately, the menu was limited to fast-food-style options (burgers, fries, and sushi), which was disappointing for a hotel of this caliber.||When we returned to our room, the music was still blaring—louder and, if possible, even tackier. I overheard our neighbors, who had a baby, complaining, so I joined them in voicing my concerns to the front desk. The staff member assured us the music would stop by 10 p.m., so we waited patiently. By 10:15 p.m., it was still going strong.||Frustrated, I went to the lobby, where the party was clearly in full swing. I confronted the same staff member, asking why he had said the music would stop. His baffling reply? “I thought it might.” I asked him to at least turn the volume down, and he countered with, “But it’s a big party—they have 100 balloons!”||Wait, what? 100 balloons? Was this a joke? A secret party code? I thought Germans only needed 99 red balloons to celebrate, but maybe 100 balloons signaled an event of monumental importance?||Thankfully, a manager eventually stepped in and was much more helpful (and honest). They moved us to another room—a standard one, not a suite. While we appreciated the gesture, it was far from the experience we’d booked and paid for. ||When we checked out they said they couldn’t reduce our hotel bill because we booked through booking.com, but didn’t charge us for the bar and room service bill.||Not entirely satisfactory. We went to experience luxury and a stress free weekend and ended up having to argue with hotel staff who were more concerned with the number of balloons at a party than being honest with...

In short: A clearly understaffed hotel with lots of technical issues and largely uninterested service.||Our experience at Roomers was overwhelmingly negative. We experienced a series of technical issues with our room (heating malfunctioning, lights flickering on and off throughout the night, inoperable shades). These maintenance requests required several follow-ups before being addressed, and we were not allowed to be in our room while they were being worked on (very inconvenient during kids' naptime), nor were we offered any type of gesture or apology for the inconvenience. The spa was consistently disgusting. Mountains of used towels, occupied chairs with robes of people who had long left, orange peels all over the floor, no water, etc. Very much the opposite of relaxing conditions. I should have expected this level of attention to detail when my emails in advance went unanswered.||We were specifically looking for a place to have dinner with young children in Baden-Baden on New Year's Eve. After insisting by phone since four emails went unanswered, the only recommendation we received was the hotel's all-night party for several hundred euros, clearly inappropriate for children. We made alternate plans on our own. Some staff members were outright rude. It rained quite a bit during our stay and a staff member directed me to the door to find an umbrella, where there were none, but when I suggested this is the case, she simply said "I'm busy" and literally waved me away. Alright, then, sorry to bother you.||Our room was not serviced every day - I guess if you're inside your room at the moment housekeeping stops by, you're out of luck and they won't come back. Conversely twice staff members came into the room without knocking - very awkward. We did get charged 60 euros a night for a cot for one of the children - it would have been nice to know of that charge prior to checkout. The elevators are a disaster - I'm not sure how it's possible but it routinely took 3-5 minutes for an elevator to arrive. Often it would be full and you'd be waiting again. With only five stories and two elevators I'm not sure how that's possible. All in all, I think this hotel is a little too obsessed with how it looks and being cool, and too little with function and service. I won't...

I booked a two-night stay during the week with my wife, and when we arrived in the afternoon, we parked the car a bit before the entrance. As we walked into the hotel lobby, it felt a bit strange and confusing to identify where the check-in desk was, because in fact there is no front desk, instead, there are large round tables. When we walked in, we looked around and were not welcomed at all. The two women sitting at the tables just stared at us without saying anything. It took some time for us to realize that we needed to approach them, even though it was obvious we had luggage and my wife is pregnant.

When we finally understood, one of them asked if we needed help, and we went over to her table. We had to remain standing for a while as she started the process, with little willingness to help and a clearly unpleasant attitude. She asked for my ID, and I handed her my Italian ID card. She looked displeased, checked the system, and couldn’t find my reservation right away. The whole situation dragged on, and only after she finally found it and realized I was a Gold Marriott Bonvoy member did her behavior change. She then offered water and became somewhat nicer, but still, we were never invited to sit down. Overall, this was probably the worst hotel reception I have ever experienced, and it immediately set a very negative tone. We did not feel welcome at all, and for that reason, we do not plan to return. This type of treatment is unacceptable.

On the other hand, the facilities are excellent. The room is very comfortable, the toiletries (shampoo and soap) are wonderful, and the staff at the restaurant and the rooftop bar were extremely attentive. We had a very positive experience with those services. The gym was useful, the pool was enjoyable, and I really appreciated the vegetarian sandwich I ordered at the rooftop bar. It was clear that the chef put thought into it, and it was an excellent option for vegetarians.

In conclusion: the reception experience was the worst possible, but everything else...