carathotel Düsseldorf City — Hotel in Dusseldorf

If I wrote this review Saturday night? It would have been 5 stars. Comfortable beds, well appointed rooms, excellent breakfast, the lovely young lady working the front desk solved a food order problem for us, going way above the call of duty.

Sunday? Even though weve been offered and accepted a 4pm checkout when booking, so i could do an online meeting at 2pm, checkout is now 12, and not possible to extend to 4pm.

Apparently, even though we chose the 4pm checkout time, and even had this confirmed in an email with the price... its only an offer.

Well its an offer, we accepted, so if it was being withdrawn, this needed to be communicated at checkin, which it was not. Apparently, the front desk CRM system didn't even know of our extended checkout booking.

But the worst part was the guy on the front desk. Tried to shame us into thinking, we had some responsibility to ensure notifcation of our booked, and confirmed by email 4pm checkout booking request.Dude. We booked it online. We shouldn't have to redo it on checkin. If something we ordered is no longer available, you should be telling us. If later, you realise its a problem with your front desk software and you didn't even realise we had such a booking, then just say that, apologise for a glitchy computer system and promise to take it up with IT.

Don't refuse responsibility, its not your fault, you told us checkout was 12(nonsense) etc etc. Just own it, its a problem I am sure you've had before. Empathise, try and find a solution and we all move on.

The same lovely young lady who sorted us the night before with the food order, tried to step in and at least defuse the situation and make it clear yes, she could see there was a problem not of our making and she would look into it. Taking ownership, removing blame.

That's how you customer service. A pity she was not the one running the show.

We come to Dusseldorf every 6 weeks, often stay at Carat but wouldn't again.

EDITED.

Don't offer something that you can't provide. And if circumstances change and you need to withdraw an offer then notify people. Don't wait till the day after when we were still relying on the offer being honoured to withdraw it. Then if there is a screw up......

Awesome stay and excellent customer service.

Short and sweet review: Great central location, lots of restaurants and shops nearby, clean parking garage conviently attached to the hotel, very clean rooms, and friendly staff.

Longer review: From the moment we checked in, we were greeted with fantastic customer service. I wish I had taken a better look at her name tag but the lady at check-in who was also in charge of checking in everyone to breakfast in the mornings was fantastic. So friendly and and always made sure to ask each guest how their stay was going. Everyone in the hotel including the cleaning staff were great.

Getting to the hotel was easy just type in the address and it'll take you straight to it. There is an attached parking garage. It's called the Crown. It's in big letters on the building so you can't miss it. The garage is well lit and very clean. Park on the 3rd floor of the garage and you will be able to walk into an elevator that will take you to the hotel lobby. When you get to the door you just have to press the buzzer and let them know you have a reservation. The hotel offers discount on parking. Be sure to take your parking card to the front desk when you check out. We stayed Fri-Sun and parking with the discount was only 40 euro. Pretty good for the area.

Breakfast had good options. Juice, coffee (cappuccino, latte, espresso), water, scrabbled eggs, bacon, different breads, jams, butter, nutella, fruit, etc. Breakfast was included in the room price. A nice perk.

Traveling during COVID, cleanliness is a huge concern. This hotel and the rooms are very clean. (Pictures attached were as we were leaving. Forgot to take pics when we first got there.) Nice bottle of sparkling water in the room and a nespresso machine with some nespresso pods. One thing the room did not have was a mini refrigerator. We did not need one this trip, so it did not matter to us.

Overall, would highly recommend this hotel. For the affordable price, you get a stress free stay, breakfast, clean rooms, secure parking garage, central location, and excellent customer service. We will definitely...

Location is their best selling point, being on Oststrasse, a short direct walk to the Ubahn station. About 20 mins walk to Altstadt. There's a huge Edeka (supermarket) and a lovely breakfast place (Oehme) just round the corner. ||The check-in is self service, automated at a station with an ipad. Which also means it's highly unlikely to get an early check-in nor choice of room preference (eg 1 double bed or 2 single beds for a double room), with everything pre-programmed. ||The room and bathroom are fairly spacious by Europe standards. Generally clean though I think it's about time they change the shower heads in the standing shower, which appear old, rusty and keeps leaking too. Limited amenities so BYO toothbrush and toothpaste. The bed and pillows are too soft for my liking and the hair dryer power is weak. Room lighting tend to be dim. They don't have a phone in the room so if you run out of amenities (tissue paper in my case) you have to go down to the reception personally to request for it. I like that they provide a bottle of water at the start of the stay and you can bring it to the front desk for free refills.||The window can be opened slightly ajar but the table in front of it is so wide I had to climb onto it to reach the window. Housekeeping service is extremely lacking. I asked for the tissue box in the room to be refilled twice and it was never done. For a 5-night stay, they did not change the bed linens at all. The deal breaker came one of the nights, where my door was not fully closed after housekeeping cleaned the room when I was out! I noticed there's also no security camera along the walkway so if something was lost, they would not have been able to check. Luckily nothing was lost but this is unacceptable.||A pricey stay for...