IntercityHotel Freiburg — Hotel in Freiburg im Breisgau

Good hotel at a very convenient location, and a good value. Don't expect luxury, but if you want basic, clean accommodations at a reasonable price, consider this hotel. This was our first trip to Freiburg, and the Intercity Hotel was a great base for us to explore from due to its location right at the main transit hub and on the edge of the Altstadt. There are several convenience stores, bakeries, and fast food places in the train station complex. The hotel elevator goes down to the parking garage from which you can access the train station and stores without even going outside.||The Altstadt area that is literally across the street has many cafes, restaurants, small shops, and larger department stores, as well as historical sites and museums... all within a 20 minute walk. We also happened to be there during the annual Weihnachtsmarkt, which added to our enjoyable experience.||We booked a Business Plus room, which provided a convenient electrical hot pot for coffee and tea. Supplies weren't replenished but we didn't ask for more because we had some of our own There was plenty of space in the minibar to add our own container of orange juice and refillable water bottles. We were told we could use the minibar items free of charge (some bottled water and a Coke) but didn't. A daily breakfast can be included but we didn't take this option.||Storage space in the room was reasonable and lighting was excellent. There's a small desk nook as a workspace. Bedding was very comfortable. As others have mentioned, the hotel is incredibly soundproofed so don't worry about being near the trains and buses. There was what appeared to be an A/C control on the wall and the radiator had the usual control knob for the steam heat, but we didn't need to use either during our stay as the room temperature was always comfortable despite the 40-50F temperatures outside. The bathroom has containers of liquid soap at the sink and shower. Water pressure and temperature were very good, particularly in the shower. Note that there is no iron or ironing board. There is a room safe in the closet.||We were given a free transit pass good for use within the city; this might have been related to our booking the "high-end" room but I'm not sure. Since we needed to travel outside the main city, we needed to purchase bus/streetcar tickets from the bus drivers (cash only). There's a Deutsche Bahn information office in the rail station and another near the bus stops that provide useful information and schedules. I found that DB bus schedules on-line weren't quite as accurate as the printed version I was given at the DB office at the bus station, so don't hesitate to ask in person... and just about everyone can speak English.||Front desk staff and housekeeping were friendly and helpful. One minor thing that was nice: The usual "Do Not Disturb" door hangtag had two sides, one with a "red light" and one with a "green light." We often slept late due to jet lag. It was nice to be able to indicate not only when we were in the room but also to indicate when we were out so the room could be made up.||We will probably stay here again on subsequent trips to Freiburg, primarily for the...

Cuidado con cobros indebidos, la nefasta resolución de incidencias y la mala fe de este hotel.

La nota global se debe a un error en el cobro que el hotel no supo resolver correctamente.

El hotel en sí se merecería un aprobado justo, instalaciones antiguas pero correctas, buena ubicación y relación calidad precio media.

En nuestro caso tuvimos un problema en el cobro, el hotel cobró un cargo extra por una reserva que no existía.

Esto ocurrió el día antes de nuestra reserva que se había prepagado con semanas de antelación. Cuando llegamos al hotel, notificamos el cobro indebido y el personal del hotel dijo que iba a cancelar sin problemas la reserva que constaba en su sistema por error, así como el cobro.

Al día siguiente, hablamos de nuevo con el personal del hotel para garantizar que se había cancelado el cobro y la reserva y el trabajador de recepción ni sabía de lo que estábamos hablando. Ni le constaba una reserva extra ni le constaba la cancelación y reclamación comentada el día de antes a su compañero. Quedó en investigarlo.

Al día siguiente y último día de nuestra estancia, un tercer compañero nos informa de que no consta ningún cargo realizado, nos enseña una lista de los cobros realizado los últimos días y no consta el realizado a nuestra tarjeta. Por cierto, nos enseño un listado completo con nombres y datos bancarios de otros clientes, bien por la protección de datos.

Por mucho que enseñáramos nuestra cuenta online y el cargo realizado al banco, en ningún momento se replantearon que el error pudiera ser de suyo y nos dijeron de hablar con el banco o buscáramos si otro hotel Intercity pudiera ser el responsable del cargo, cuando les indicamos que jamás habíamos estado en otro hotel Intercity... Como si el banco iba a realizar un cargo a favor de un hotel sin motivo o como si nosotros podríamos tener más facilidad para encontrar un hotel Intercity que realizara cargos indebidos, con más facilidad que un hotel de la misma cadena.

A nuestra vuelta a casa, ante la falta de predisposición, renunciamos a contactar con el hotel para solucionar el problema y ponemos la situación en conocimiento de booking.

Al contactar el servicio de atención al cliente de booking con el hotel, resulta que ya no niegan el cargo e indican que el cargo se debe a un no show, ya que presuntamente no acudimos a una reserva. Declinando nuestra reclamación.

Ya insistiendo a booking y amenazando con tomar medidas legales, solicitamos que pidieran algún tipo de número de reserva o alguna prueba de dicha reserva para cobrar un no show. El hotel reconoció finalmente el error y gestionó la devolución del dinero que llegó en unas 48 horas.

Nos parece lamentable que un hotel no pueda gestionar una reclamación de este tipo en los 3 días que estuvimos allí, 3 personas implicadas, los compañeros de recepción no parecían tener ni idea de lo que registraba el resto de compañeros, luego negó todo tipo de responsabilidad a pesar de facilitar las pruebas del cobro con día hora y todos los datos bancarios asociados y finalmente cambiaron de versión a los pocos días cuando presionamos con booking...

Cuesta no pensar mal y pensar que se puede ser tan incompetente si es que no hay mala fe detrás del asunto, desde luego, es lo último que esperaría uno de una cadena hotelera de cierto tamaño, en Alemania y en el siglo XXI !!!

Gracias a booking por ayudarnos en solucionar...

I was extremely disappointed with the service at the Hotel. I booked through Expedia and through some glitch (e.g. web page reloading or something else), I booked the wrong date, which was 3 days after of my actual stay. Although I understand that it was my mistake, the staff was completely inflexible and non-helpful in the matter. Even though there were still rooms available at actual arrival and still plenty of time to resell the old booking, they were not willing to simply move the booking. No refund was issued and the only thing they offered was to pay anew with a heft price without refunding the original booking. I'm sure they sold the room again. They would not let me directly speak to a manager and just told me, these are the rules, its all written on the web page, we can't help. I know all this, but it would be nice if there would be still some room to accommodate mistakes, which can happen when you book through the internet. However, nope, no conciliatory attitude...