Premier Inn Düsseldorf City Friedrichstadt Hotel — Hotel in Dusseldorf

I recently spent 10 days on a business trip with my family and had a lovely stay until we were threatened with arrest (police called in) and kicked out of the hotel because we offended the day manager (Jannes, I think).

There was a booking mix-up and the reservation ended 1 day earlier than I intended by mistake, so we did not check out when the hotel was expecting us to. I was at my company office and the day manager accosted my family in the hotel room by knocking repeatedly, standing outside the door, and yelling at my children while my wife was in the shower. The day manager came to our door and first yelled at my children that we must leave in 10 minutes, then that we must pay a late fee in order to check out later in the day (which my daughter agreed we would pay), then that we must leave in 10 minutes or he would call the police. He stood outside the hotel room door the whole time, even though my wife was in the shower, she had already explained to a staff member that there was a mistake with our booking, and my daughter had agreed we would pay the late check-out fee. This was not enough—at this point, the day manager demanded that my daughters get my wife out of the shower and go downstairs to pay the late fee in person immediately. He would not allow me to call in a payment over the phone.

Meanwhile, I called Premier Inn central reservations and they arranged to extend the booking because our room was still available for the next night. I completed the booking and provided my credit card. The Premier Inn Booking Agent called the hotel to confirm and I told my wife to go down to the front desk pay. When she was at the front desk, she asked the day manager to apologize for the way he had threatened and upset our daughters. Instead of apologizing, the day manager and another staff member told my wife that they do not care about making them cry. My wife then told the day manager that he should have just called me, as it was my name on the booking. He said that he did not care and that he would not call me. He then accused my wife of being aggressive and denied her to extend the room, even though it was available and I had already booked it through the reservation agent. The manager accused my wife of being hostile because she raised her voice (no violence or profanity) and called the police.

The manager proceeded to deactivate our room keys (so my family could not collect our belongings) and made them wait in the lobby for an hour until the police arrived, while the staff looked at them and giggled.

I had to cancel all my meetings and rush to the hotel to help my family move their bags under hurried and aggressive police supervision by three police officers. The police officers repeatedly pressured my family to pack more quickly and said my family was wasting their time. My wife asked if they were being treated this way because they had committed a crime. One of the police officers told her, “It is not about crime, the hotel just said you were not being friendly, and because you were not being friendly, they want you out.”

The entire escalation was completely unreasonable, since there was no violence or profanity involved, we had already paid for our stay, and the room was not even needed for another guest that night (according to the reservation agent). This was about power and making a point. The hotel manager was offended that my wife would ask for an apology and decided to use his power to inconvenience and humiliate my family.

I travel frequently around the world and have never had an experience at a hotel like this. I really enjoyed my stays Premier Inn in the UK and in Ireland, but I will not be staying here in Germany again. This is an absolute embarrassment for your company! This manager should not be working in the hospitality industry.

Edited: Based on the hotel's response, it seems they have learned nothing from this experience and justify themselves with lies. My wife tried to pay and you...

I have used Premiers Inns in the UK for family and business trips for years but after my experience in this hotel in Dusseldorf I will look to use other hotels.||After asking the bar staff a simple question the hotel manager intervened and raised his voice telling us he was sick of us coming in and taking over. This was my 1st time meeting him but my colleagues said they chatted with him the previous evening and he was fine so we were not sure what his comment meant.||Twice he was asked by my colleague who has worked in the hospitality sector for 20yrs why are you raising your voice.||We were not aware he was the manager so asked if we could talk to his manager. Again he answered in a raised voice and told us he was the manager and he would show us what he will do.||We took our drinks back to our partners who were sitting next the reception and tried to enjoy our evening, He stormed past us to the reception and slammed the door's behind him.||Within 10 minutes the police arrived and were talking to the manager, he then came over with the 3 police officers and pointed at my colleague and said he wanted him out of his hotel with 1 hour also he wanted me or my other colleague to leave too but wasn't sure which one was shouting at him ( for the record none of were shouting and this only happened a max 15 minutes earlier yet he wasn't sure who it was) ||I asked the police if this was lawful and they replied the problem was between us and the hotel manager but if we didn't leave they would have to get involved. ||We asked if we would be refunded as I was staying 1 more night and my colleagues were staying 2 and his answer was no and take it up with premier inn. ||He then went away for about 5 minutes and came back and said I was the one shouting and wanted me out also within 1 hour ( the only thing I said at the bar was for my friend to forget it and let's get back to our partners)||I was actually sickened and embarrassed with what was happening to us in front of a packed lobby but could not see any other way this was going to change so we went up to our rooms and packed and left.||||I have read a lot of reviews since this episode and the guys name comes up repeatedly across all review forums so it seems he does this thing regularly. ||||I do not know if the guy in question was having a tough day or was on a power trip but totally...

My recent experience with the Premier Inn at Dusseldorf City left me feeling disappointed. Upon arriving at the hotel, I had hoped for an early check-in, considering my pressing need to settle in sooner rather than later. I had traveled from the United States without sleep and arrived three hours before check-in. However, despite my polite request, I was informed by two women at the front desk that early check-in was not possible. I was not able to get their names as they did not wear name tags. I arrived at the hotel on Sunday, April 14th.

What struck me as particularly concerning was that, while I was being denied this accommodation, I observed the staff granting early check-ins to other guests who arrived after me. This blatant inconsistency not only left me feeling disappointed, but also raised serious questions about the fairness and equality of their policies.

Feeling uneasy about the situation, I decided to approach another staff member (Johannes), who, thankfully, allowed me to check in early without any hassle for a small early check-in fee, which I shared with the other two employees I was willing to pay. This discrepancy only heightened my suspicion that the initial staff members were treating me discriminatorily.

Discrimination has no place in any establishment, especially not in the hospitality industry, where inclusivity and fairness should be paramount. I sincerely hope that the Premier Inn takes this feedback seriously and implements measures to ensure that all guests are treated with the respect and fairness they deserve.

I urge the management to review their policies and provide comprehensive training to all staff members to prevent similar incidents from occurring in the future. Discrimination should never be tolerated, and I trust that the hotel will take the necessary steps to address this issue promptly. I sincerely hope that this feedback will contribute to creating a more inclusive and welcoming environment for all guests.

In conclusion, while my overall stay at may have been satisfactory, this experience has left a lasting negative impression on me. I hope that by sharing my story, it will contribute to creating a more inclusive and welcoming environment...