Premier Inn Köln City Mediapark Hotel — Hotel in Cologne

I recently stayed at your hotel, and unfortunately, my experience was far from satisfactory due to multiple errors by the staff, which caused significant inconvenience for my family and me.

When we arrived at our room, we were shocked to find that other guests were already checked into the same room. This happened late in the evening, and with two young children asleep in our arms, we had to return to the reception to resolve the issue. Upon investigation, the staff realized that a colleague from the earlier shift had mixed up our reservation, giving our room to someone else. What’s frustrating is that our names weren't even remotely similar, so this kind of error should have been easily avoided.

We were eventually given a different room, but at that point, we also realized that the other guests had paid for our rate while we had paid for theirs, resulting in a small discrepancy. While the difference was only a few euros, it highlights the disorganization we encountered. I can only assume the other guests were unaware that they had paid more than they should have.

The next morning during checkout, the issues continued. I presented my parking card, which I had received the night before when entering the car park. The staff at the reception told me I could pay for the parking there, which I did. However, when I attempted to exit the car park, the machine rejected my card, stating that payment was still required. I checked the amount at the machine, and it showed €10, which was nearly half of the €19 I had already paid at reception.

When I went back to the reception to resolve this, I was informed that the staff member had forgotten to insert my parking card into the card reader to activate it. I had to answer several questions and prove my payment, which took additional time and effort. To add to the confusion, my name didn't even come up in the system due to the mix-up with the room reservation the night before. By this point, I was too frustrated to bring up the parking fee discrepancy, as I strongly suspect I may have paid the other guest’s car park fee in error.

Overall, my experience was extremely disappointing, largely due to repeated staff mistakes. These issues caused unnecessary stress for my family, and I was left with the impression of poor organization and customer service.

I hope you take this feedback seriously and work towards preventing such incidents for...

We booked this hotel back in the Spring for our Christmas market visit. If you want to travel around by train, this hotel is perfectly located as it's moments away from Hansaring train station.||The hotel - we stayed for 3 nights and only saw 5 staff members throughout our entire stay. Thankfully, our stay was without issue but, had it been, we'd have struggled to get anyone to help, as the one staff member on Reception at any one time was always dealing with a huge queue! Easy to orderva taxi from.the hotel. ||Room - family room. Room was clean and spacious, beds comfy and towels a-plenty. TV only had Sky news in English so perhaps they could invest in a smart TV which offers subtitles, or invest in Netflix. The shower head didn't stay up but my hair band did the trick!||Breakfast- breads, pastries, hams, cheese, sausages, bacon, eggs (scrambled and boiled) and beans, fruit, yoghurt and cereal. Coffee machine coffees and tea leaves in a selection of flavours for tea. Lots of tables, which were cleared and made available very quickly, and the loveliest lady staff member doing the clearing! ||NO BAR AND NO FOOD ORDERING SERVICE AT ALL - Although, there was a sign saying that this was due to staff shortages.||Area - interesting. Moments away from the station, lots of graffiti which I liked, clean streets, a fair amount of siren noise and so many kebab shops, although a sign did say we were in the Iranian area, and a couple of burger bars. We didn't feel overly safe walking around in the evenings and, had I been on my own, I'd have felt very intimidated and scared and I'm originally from London! As such, we'd not stay in this area again. But, we did eat at the most amazing Thai restaurant! Sadly, can't remember the name but it...

Very Disappointing Experience – Poor Reception and Confusion

I arrived at the hotel at 10 PM and gave my reservation number to the lady at the front desk. She couldn’t find it. I then gave her the name under which the reservation was made—still, she couldn’t find it. I even showed her the reservation confirmation, but she said she had to check with the manager.

I decided to change receptionists and spoke to a gentleman who was much more helpful. I gave him the name, and he found my reservation immediately. I also asked him about the parking, and he confirmed it was included in the price, advising me to get a ticket when exiting.

The next day, unfortunately, I encountered the same lady again. I asked for a parking ticket to take my car out, and once again, she claimed there was no reservation under my name. I even gave her the room number, and she told me that the room had never been reserved. Thankfully, I had taken a photo inside the room to prove that I had stayed the night.

She then told me that parking was not included and that the helpful gentleman from the night before didn’t know what he was talking about because he was new. I ended up having to pay €20 for parking. In total, I had to make four separate reservations due to all the confusion and ended up paying extra for parking.

The receptionist (working around 10 PM Sunday to around 8 AM Monday) was not welcoming at all and made everything more complicated.

Very disappointing experience. I do not...