Mauritius Hotel & Therme — Hotel in Cologne

Breakfast was quiet okay. The Location was very good. Not far away from shopping streets etc. The parking garage was way too small for all of the hotel guests. They told us that we can park in the garage of the Sparkasse. We had to pay 20€/day for parking. When we first saw our room, I thought it is not that bad. But then I recognised that the toilet is not clean. Everywhere was dust. Even on the Bed and the socket distributor. The floor and the corners were also not clean. The towels smelled like frying oil. We had Problems with the W-lan. The drain in the bathroom was also clogged. The room also did not look like on the pics. I asked the reception if every standard room looks alike, he just nodded. After I told them all the Problems we had, they told us that we should ask tomorrow for a solution because it was too late and they do not have another room for us. On the next day we finally changed the room but we had to wait until 3 p.m. The new room looked better. It did not look like the other room. So the man who told us that every standard room looks the same, lied to us. The Bed in the new room was like 2 pieces. They used the top of the bed and the bed as separate pieces, probably because it is cheaper than to buy a real bed. The staff was trying to be polite but you could see that they were annoyed and they let you feel stupid. On the first day we asked where the therme is and the staff at the reception laughed like we are idiots. The therme is also not that good. There are hundreds of therms that are way more beautiful, cleaner and cheaper than this one. The pool outside had a roof, so I do not really understand why it is outside because it looks like the inside area. The only difference was, that it was freaking cold when you left the pool. You also had to pay extra for the bathrobes. I did not like the whole situation there. In spite of everything, we tried our best to have a beautiful vacation. But still we decided to check out one day earlier. The receptionist did not even ask why, she did not even seemed to be interested. She just said that everything is fine because we already paid for the night. The whole time I asked myself why would they have 4 stars. They really did not deserve it. I regret booking there, there are surely so many hotels that are way better...

Positive: -great spacious room with TWO balconies right under the roof, with a fantastic view over Cologne and the dome (room 125) -spa facilities and cleanliness -super friendly and helpful staff -possibility to order a vegan breakfast -the relaxing massage

Negative: COMMUNICATION lacked everywhere!E.g.: -upon check-in I specifically asked about vegan options at the breakfast buffet. The reciptionist assured me there were many options. Next day in the morning I find that there is not even one sign telling me anything about the allery declaration in their bread rolls or muesli so I couldn't tell whether they were vegan or not. (Other than that they had soy milk, jam and fruit which was fine for me). Upon request I was being scolded at by the staff that there was no vegan breakfast ordered for me and that they can't do anything now. Yes you can: tell me what's inside your bread rolls. No she couldn't but offered me glutenfree bread... even after I asked her whether she knew the difference between glutenfree and vegan (where she said yes) she couldn't tell me what was inside her bread rolls and kept on offering the glutenfree rolls. I understand that things like a clear and visible allergy advice take time to master-apparently 5 years since this new law came into effect in 2016 is not enough time. With their menu at the bar/restaurant the same: not a hint of allergy advice to be seen. So sad because it really is that simple and so helpful for a lot of guests. -the opening hours of the bar/restaurant were nowhere to be found. So we were quite surprised to find out that the bar only makes cocktails until 10pm on a Saturday night. -we booked two massage packages and neither the receptionist nor the masseuse knew what we had booked, what the package contained or how much which involved a lot of waiting and discussion.

Despite all the negative things I would come here again (because now I know how to order my vegan breakfast and how long the bar is open ;-) ) The staff was- albeit often clueless- very helpful and tried to sort things out which in the end they did one way or the other. For me it's more the manager who has to improve signage/information and proper training...

To start this review on a positive note i cannot recommend the spa highly enough. Its fab for a relaxing get away. So clean, and we'll kept. One of the best spas I've been to. On a negative note the restaurant is APPALLING. Tonight I got gretted in german even though the waitress knew i didn't speak german. She then returned behind the bar, and one could view them sniggering in fill3 view looking down at my table. Bad form. just waited 80 mins for a very very basic dish, and it wasn't even busy. Guests who came in after me had recieved their food.I got offered a free bread and dip in consolidation while i waited. I didn't eat it. The food came and it was cold.)!!!! I was so hungry ieat it but left the french fries as they were so cold. Even earlier i ordered a cocktail from the same place and it was greeted with a sigh. Like something she just couldn't pour. I believe 'frau' was her name with blonde hair. The cocktail was practically slammed in front of me. Management needs to offer her training courses. I waited 15 mins for it. Last night i went for a meal and google translated ' i wanted the meat well done ',it cane out pink. Breakfast was minimal and both morning's id to ask for hot coffee. I would most definitely not order 1/2 board in this hotel. Its really really disappointing for a 4* star hotel, but i was told this evening by the assistant manager that the restaurant isn't 4* .i tought well that's kind of obvious. The assistant manager tried to relay it back to a language barrier. Food coming 80 mins late and orders slammed in front of you has nothing got to do with language!!!! that's just basic rudeness to the highest standard. I was told my the assistant manager that id have to pay for the meal as i eat ot !!!! I eat it brcause i was so hungry, and im a stranger to cologne and didn't want to wander out far at night. Don't get me wrong if you're after a luxurious spa break you will get that!!!,just avoid the restaurant and the junior under trained rude...