Cologne Marriott Hotel — Hotel in Cologne

This was our first stay ever at a Marriot hotel and we would not book Marriot again, see below why. I contacted them with our complaints, and the manager replied and understood and said he would give us points on our Bonvoy account, but that never happened. I sent him an email about this and didn’t receive a reply anymore. I was not gonna write a review, but I feel disappointed that the manager promised a compensation and nothing happened (visit was in summer 2023).

-The bathroom of our room smelled terribly like cigarettes. It was not a bit, but an extremely strong smell, unbearable…It was really disgusting and dirty. We knew we couldn’t stay in that room or wash ourselves in the bathroom. In general, that room also didn’t feel ‘clean’. We went to the reception and got another room, which was nice.

-The other room was much better. Minus point was that the pillow case of my husband smelled a bit like cigarettes too, and was too yellow (they had taken the pillows from our ‘old’ room, probably because we had asked for non-feather bedware). We put it on the floor and received a new one the next day.

-Overall, the hotel felt old and a bit outdated and outlived to us. The room furniture/ carpet are so old, that they do not feel clean, even when they may be. The shower had some brown stains, which is not okay for a hotel like Marriot. We feel that the hotel rooms (and other hotel parts) need renovation.

-When we arrived, our room was not ready. We should have been able to check-in through the app and had indicated that we wanted to check-in at 15hr. It was indicated in the app that this was possible. When we arrived at the hotel reception before 15hr, they said that the room was not ready (because we wanted non-feather bedding? However, we had indicated that in advance while booking… so why did they still need to find those featherless beddings?) We were told to wait in the lounge on the 6th floor, and we would receive a message and the mobile key through the app, which was perfect for us. However, the key was still standing as “being prepared” at 15hr. At 15.20hr still no room… we chatted with the reception, and they told us that our room was ready (no information was given or visible in the app on the room number, and the app still showed “room key being prepared”. We asked for the number, waited again for some time, and then finally through the chat we got the room number…after waiting 1 hour in the lounge without hearing anything…

-we could hear sounds from the guests in the neighbouring room: we heard the television and their mobile phone. This is not okay for the price we paid…

-The featherless blankets were very very old and of bad quality. we think that they were filled with cotton, but cotton tends to forms patches together after longer time, meaning, that we had a blanket with empty patches and ‘cotton filled” patches. The first night, when we didn’t realise we could lower the airco, we were cold because of that. There are better featherless blankets, filled with synthetic material. The labels of the blankets also showed that it was very old.

-the parking is too expensive. Needs to be paid cash as well, separately from the hotel room. Strange that it needs to be paid cash..

-We had requested if the breakfast had vegan options and were told yes. There was some food for vegans, but maybe not enough and there was no clear labeling. The only label was for the vegan “cheese”. There were plant milks (almond, soy and oat), but no plant yoghurt (f ex soy yoghurt). Vegan crossaint or pain au chocolat or other vegan pastry would have been nice as well, or vegan “nutella”. These are all widely and easily available :-) So, a great breakfast in general, certainly for for non-vegans, but some extra vegan food items would make it perfect (vegan croissants or pain au chocolat, banana cake, vegan “ham” or vegan “sausages”?)

-The executive lounge was nice, though vegan was lacking except for the raw vegetables. Why not always have one warm vegetable (vegan) dish? Everyone can enjoy this, and the meat can...

I stayed at the Cologne Marriott for two nights (July 18 and July 20) as a titanium member. I checked in around 9:00-9:30 on July 18. Below are my view on good (+) and not-good (-) about this Cologne Marriott Hotel. My final evaluation (the number of stars) is heavily based on what the staff attitude to me and if they treat a loyal elite member well.

Good things: Location is very nice, next to the Cologne central station, cathedral, old time, river, and some of the museum (including Ludwig and perfume museums). I booked two deluxe rooms. Deluxe room is quite spacious with big windows. Rooms are clean and nice The club lounge is small, but good food there. The Lounge staffs are very friendly. Provide water and tower for those who are running Have a small, but ok gym Have a sauna

Not-good things: The front desk staff are not friendly, kind of rude, and tricky. They put one of my rooms facing the inner court of the hotel and the sun in the afternoon. The room was thus hot and depressing. I went down to ask for a new room. I met Sidham (or Siham) to change for the room to face the street. All Sidham did was to talk me out and to avoid changing the room and even said that both rooms were upgraded, which was not truthful. I came back again and asked for changing room one more time. I was trying to explain why I needed to change the room, but Sidham stopped me immediately and said something a long the lines: "ok, ok, you do not like the room", which was rude. Sidham then looked and then said that some room on the 5th floor. When I asked again, Sidham said it was not available, which was very strange. I was confused and frustrating. After back and forth for almost 20 minutes, Sidham took me to see room 511 and 510. I moved to 511 from which I could see trees and avoided the sun. If you are titanium and hope to be upgraded, then be careful. They do not try to upgrade you (at least me. Not sure if it was due to discrimination). When I asked for an upgrade. The front desk person, Anna, (there were two Annas at the time I checked in) went inside talking to somebody for a bit, and came back saying that they could not upgrade any of the two rooms to a suite. The best that they could is to upgrade one of the rooms to grand room, which is a bit bigger. I have been a titanium member for 9 years and I could guess if a suite is available. One could check the booking and it shows there if it is available, AND when the front desk person asks you to wait and goes inside talking to a manager. In both situation, a suite is available. When you are not upgraded, that means they do not want to upgrade you for some reason. Of course, when the front desk person does not tell you honestly, it is harder to guess. no swimming pool Titanium elite can ONLY have breakfast in the lounge, unlike other Marriott hotels where you can have breakfast either in the lounge and...

I do not recommend this hotel. It all started from the moment of check-in. I made a payment by card, I was charged for the room, at the same time, please note the hotel takes 50 euros deposit, and my bank showed the transaction as successful, but in the hotel computer for some reason the charge was not displayed. I was offered to pay a second time, and when I asked if another amount could still be blocked, they said that it could. I asked for a different solution. Then I was asked to pay in cash and to leave a deposit of 100 euros already In the end, to check in for one night I gave about 600 euros at once. It is strange, the hotel said that they had not received the money, but they can only unblock the refund in my bank when I leave the hotel. Who blocked the money then? Over the last year I have paid for accommodation with this card in 57 hotels, and this is the first time such a situation. The hotel said that I had a problem with the card, which makes me personally doubtful. In the end I was tired after the road, instead of checking into the room, I had to go looking for an ATM and cash, and back to the hotel again. Despite the blocked 285 euros on the card, I was not allowed to make payment in 1 hour after I rest in the room. I ended up checking in. In the room there are no slippers, bathrobe, toothbrush, all this is brought on demand. I do not understand why you can not leave it in the room in advance. As a result, I sat for half an hour waiting for it all to be brought, instead of taking a shower. Although I really wanted to rest after the long driving.

At 08.50 in the morning someone from the staff knocked loudly on the door for a long time, woke me up, and then came in, opening the door with his card. I didn't realise what it was.

On arriving for breakfast, they wouldn't let me in for it. They said to take 5 minutes to check if it was paid for or not. Breakfast was paid for, but the situation of waiting once again, unpleasant.

The staff tries, communicates friendly. But the room looks already tired, mattresses are old, uncomfortable, I woke up in the morning with discomfort in the back. Because the mattress failed in the middle. General conclusion, the hotel is not worth the money. Breakfast is not bad, ordinary, but does not pull on the cost of 30 euros per person. There was no fresh salad, vegetables, fruits snd berries. There were no options for sweet pastries like cakes. Not sure why the cost is so high.

I asked for a courtyard room. It was really quiet at night. For whom it is important, you can open the windows completely. It is a 10 minute walk to the old town and the cathedral. The hotel offers parking for 24 euros per day, but there are car parks nearby for 14, 15 and 18...