Premier Inn Braunschweig City Centre Hotel — Hotel in Brunswick

Except two African or Latin-origin ladies and a Turkish Guy, the reception crew have problem with the meaning of customer relations. First of all saying "Guten Tag, Hallo" is not Customer relation. It is only one of the best way for good professional communication. I paid approx. 1110 Euro for two rooms and stayed 7 days at the hotel. Check-in 4 july and check out 11 July. Because of the hotel policy, they ask for payment at check-in time and I did It in cash. Our plan chance and on Saturday two days before my check-out time I went to the reception and ask to stay one day more. The receptionist checked for availability and said “it is ok we have a place you can stay one more night” I didn’t get any other information and thought that on check out time I will pay for the last night and leave. On Monday the nightmare begin: I was out of the hotel for some shopping and enjoying the last hours of Braunschweig. Shortly before lunchtime, I come back to the hotel to meet with the others of my family members. First stairs and was not able to open the security door, which means reception is looking for me. The receptionist was a short Blondy hair, German Lady. I said something is wrong? She said, “you didn’t do check out”. I said “I talked with your friend on Saturday, he took notes, and I am not doing check out today.” “Ok then you have to pay FIRST money”…and froze….like I try a way to escape from the hotel without any payment. At that time, I didn’t have enough money for paying all my money was in my room and I was not allowed to be in. Wait 20 minutes for other members of my family we collect the money and get back our keys. Of course, I sharemy feeling about that situation and talked with the receptionist with the red hair, she just said "I am sorry , I don’t know how is that happened"….and that’s it. Lesson two: being sorry and do nothing is not a good way of Customer Relations. If they have a good customer relation the only thing they have to do is ask me to pay on that day. ….it is not the end….at the same day at night I feel so bad and calculate the prices of the rooms. Even though I didn’t do any checkout, I didn’t get any information, I pre-informed the hotel for staying longer. The short lady did check out of our two rooms and recheck in again and charge 10 Euro more than which I paid 7 days before. Of course, I went again to reception to talk with another lady. She understood the situation and probably for not taking responsibility called for the night reception manager. I explained all of them again. The answer is the system is so they cannot do anything, she is …of course…very sorry about it…, gently in front of other crews and customers we discuss the difference between check out and staying longer for 20 minutes. If the food is not good you will not discuss with the waiters about in which oven the chef is using for preparing the food. At the end, she asked for my room numbers to talk with the probably front office or night manager of the hotel. no feedback. Lesson 3. The customer will wait for feedback. In the morning without any Auf Wiedersehen or something else( all the crew were frozen), I left the hotel. If they do have not any responsibility to do anything, why they are there? Result! Taking my 10 Euro is not fair. I want official repayment from the hotel as soon as possible. A copy of my complaint will be also sent to Premiere Inn's head office. This is the important part. They are more other things. But Google does not give me more space. Premiere Inn Braunschweig...

The hotel is really nice and the room was amazing. We got really comfy ! But the service wasn’t really on point. The people couldn’t speak english that good and the hotel had weird rules. To set the context, we were travelling with a big group (scouts) and 2/3 of them were minors. We (the leaders) had all the autorisations and papers from the parents, our city and our organisation. There are rules to travel abroad with minors and we know/follow them. We’ve been doing so since years, also in Germany, and never had any problem before. When we arrived at the hotel, the people from the reception seemed really suspicious about our group and asked for all the papers. That never happens but it’s ok, they are in their rights to ask so we gave them everything. It took forever and they weren’t really cooperative. For two of the rooms, they refused to give us the access because it needed to be at least one people over 18 in each room. That wasn’t possible because we had to many different rooms and not as many old enough people. They said it was the rule in Germany and they couldn’t do otherwise. We told them it was weird because no other hotel had ever asked this in the country (we had been to 3 other ones during the previous days). It wasn’t mentioned anywhere when we did the online booking, even though we had to sign in all the informations and age of the people by rooms. It didn’t seem to change anything and they just told us we had to find an other hotel. We asked if there wasn’t another way, like send them the parental authorisation, call the parents or anything. They said no. We then looked on THEIR website and it’s clearly said that it IS POSSIBLE. They even have a ready-to-fill form for that situation (minors staying in hotel without a parent). When we told them about it they suddenly accepted to do it that way (haha not like if we were telling them we could do so for ever…) So in the end, we could access the rooms after waiting for over 2hours. They looked pissed of. We think they weren’t pleased to welcome a young group like us and tried to make us go somewhere else. The hotel is really good but if you want to go there with a group or children that aren’t yours, maybe look somewhere else or you might loose some energy...

Travelling with a small child and a pregnant wife, I specifically chose this hotel as they offered studio apartments. First surprise on arrival: both lifts in the hotel are out of order, with apparenly no plans to fix them. No mention of this was made on the phone when I called the same day to make the reservation, and clearly indicated that my wife is pregnant. They let us use the staff lift....located at the other end of the hotel. Great start.||Second surprise: the studio has a kitchen which has exactly zero point, since there is no facility to warm up food (not even a microwave). Now here's the kicker: on their website, you can clearly see photos showing a kitchenette with a 2-burner stove. I got a bad feeling right away upon entering the room, as the stove was covered (hidden) by a stone tile, with the coffee machine put on top of it.||Upon examination it became clear the stove is not functional. A call to the reception and an embarassed receptioninst confirmed it has been "disconnected" on purpose. So there you go: blatant trickery. Also, there are no plates or cuttelry in this "kitchen" - just empty cupboards. What's the point? I still wonder. To her credit, the receptionist didn't argue about refunding the difference (some 30 eur compared to a similar room) when asked. But we were still left without a way to warm up food for your child. Finally, the cleanliness of the room was far from perfect. Thanks God we were only there for one night. We sure as hell won't be returning, and I cannot possibly recommend this hotel to anyone...