Heidelberg Marriott Hotel — Hotel in Heidelberg

I really thought we would love this property when I received my upgrade notice from Marriott Bonvoy before we checked in. You really can't tell much about the property from the pictures but I must say, even though we had one of the best rooms available overlooking the water, our stay was very disappointing.||There is on site parking (a rarity in Europe) and I was able to park the car in front of the hotel while checking in (even more of a rarity). There were a couple of people in front of me checking in but there was only one person at the front desk so it took about 15 minutes to complete the process. The desk agent was friendly and welcoming so we got off to a good start.||I had ordered some extra pillow on the app and thought they'd be waiting on us when we checked in. That didn't happen which was a bit disappointing. Why provide that as an option on the app if the property just ignores it. When I opened the door I immediately was surprised at how spacious the one bedroom apartment was although the furnishings were dated.|| I immediately turned down the thermostat to about 18C as it felt like it was about 25C in the room. We walked out on our private balcony overlooking the river and we were thrilled to see the view. The baloney also overlooked the Executive Lounge outside seating area one floor below us. We didn't want the other guests thinking we were eavesdropping on the conversations so we backed our chairs from the balcony railing. Speaking of the chairs, all of them needed to be replaced as they were badly oxidized and the wooden arm rests were broken or were in disrepair. It didn't affect the chair but it made it look like they don't maintain their furnishings..which they don't apparently. ||After sitting outside for about an hour, I called the front desk to ask why the room was still so warm. The desk agent offered to send an engineering staff member to our room to check it out. We went down to the lounge for some refreshments and stayed there for about an hour. ||After returning to a hopefully cool room I was very disappointed that the room was still quite warm and a fan had been left in the bedroom. I called back down again to inquire about the status of the air conditioning and the desk agent informed me that the engineer said that the Engineer said that the problem had be fixed and I asked what he had done and she said he had already departed for the day. The "fix' was that he left a fan with no place to plug it in in the room as the cord was so short. ||This was such a poor response to a guest's complaint that it makes me wonder if they have any concept of customer service. This was just doubled up when we checked out. The guest agent asked how everything was and I said that our room was very warm all night. Here response was "oh yes, we heard," so apparently it was a subject among the staff that the American who had been upgraded was not satisfied with his hot room. I asked what the issue was and she literally just shrugged her shoulders and muttered something in German.||As stated earlier, the property is in a great location and the ability to overlook the river from a balcony was wonderful, but the service was absolute trash and I expect better...

I stayed at the Heidelberg Marriott hotel from Sep 2nd to Sep 7th, 2025. Below are my views on good (+) and not-good (-) about this hotel. In the end, my final evaluation (the number of stars) is heavily based on the quality of my interactions with staff as a guest and a loyal member. I would give it one star, but Max, Roman, and Christina added another 2 stars.||Good things:|+ The club lounge staff are nice, especially Roman, who was very attentive to all the guests. The lounge is small and pretty dark inside but its view over the other side of the review and the little mountain is good. The lounge balcony allows guests to look over the river and a panoramic view of the area, including the river, the castle, etc. The snack buffet in the evening is reasonably goo,d and I like the fact that they change the main dishes every day, and the main dishes are typically local German food.|+ The restaurant Grill 16 has a pretty good breakfast selection compared to the American continental breakfast. Max Berger at the restaurant is another wonderful person, besides Roman, whom I have met at this hotel. Christina was also wonderful: always asking me if everything was ok.|+ The hotel has a little indoor pool and two sauna rooms.|+ The hotel is next to the river so it is quite nice ||Not-good things: |- The most concerning thing to me was that Matthias at Grill 19 restaurant appeared to be rude and discriminatory. On Sep 3rd, 2025, I ordered 3-egg white omelette, and he didn’t say a word. Even when I asked “are you good with that”, he didn’t say anything to me either, though he talked non-stop to the person (a caucasian, of course) in front of me. I felt too frustrated that I didn’t come to pick up the omelette: Max Berger brought me the omelette later. I decided not to order egg-white omelette anymore, but took the fried eggs, ate the white parts, and threw the yolks away. If you are Asian or look Asian, you may think twice before ordering an omelette from Max, as it appeared to me that he wouldn’t want to serve an Asian.|- The second most concerning thing to me was that I texted them through the Marriott app, saying that my personal ambassador Ricardo , contacted them on the prospect of upgrading me to a suite, but they texted back to me that they didn’t receive any contact from the ambassador team. This implied that either I lied or Ricardo lied to me (about him contacting them) and I felt very irritated about it.|- The hotel is very old, and the carpet in my room (362) is dirty. When I walked barefoot in my room, I can feel itchy in my foot. The room is also tiny, though I had the one with a balcony. They moved me to a new room for the last two nights of my stay there.|- The sound absorption of the wall is very bad. The people in room 364 talked a lot and I could hear them well. |- The gym has only a few items.|- If you, like me, fly from the US to Frankfurt, then the hotel is quite far away from Frankfurt. I had to take 3 trains to get here. Make sure you book a shuttle...

I stayed at the Heidelberg Marriott hotel from Sep 2nd to Sep 7th, 2025. Below are my views on good (+) and not-good (-) about this hotel. In the end, my final evaluation (the number of stars) is heavily based on the quality of my interactions with staffs as a guest and a loyal member. I would give it one start, but Max, Roman, and Christina added another 2 stars.

Good things: The club lounge staff are nice especially Roman who was very tentative to all the guests. The lounge is small and pretty dark inside but its view over the other side of the review and little mountain is good. The lounge balcony allows guests to look over the river and a panoramic view of the area including the river, the castle, etc. The snack buffet in the evening is reasonably good and I like the fact that they change the main dishes everyday, and the main dishes are typically local German food. The restaurant Grill 16 has pretty good breakfast selection compared to the American continental breakfast. Max Berger at the restaurant is another wonderful person, besides Roman, that I have met at this hotel. Christina was also wonderful: always asking me if everything was ok. The hotel has a little indoor pool and two sauna rooms. The hotel is next to the river so it is quite nice

Not-good things: The first most concern thing to me was that Matthias at Grill 19 restaurant appeared to be rude and discriminative. On Sep 3rd, 2025, I ordered 3-egg white omelette, and he didn’t say a word. Even when I asked “are you good with that”, he didn’t say nothing to me either, though he talked non-stop to the person (a caucasian of course) in front of me. I felt too frustrated that I didn’t come to pick up the omelette: Max Berger brought me the omelette later. I decided not to order egg-white omelette anymore, but took the fried eggs, ate the white parts, and threw the yolks away. If you are an Asian or look Asian, you may think twice before ordering omelette from Max as it appeared to me that he wouldn’t want to serve an Asian. The second most concern thing to me was that I texted them through the Marriott app saying that my personal ambassador Ricardo contacted them on the prospect of upgrading me to a suite, but they texted back to me that they didn’t receive any contact from the ambassador team. This implied that either I lied or Ricardo lied to me (about him contacting them) and I felt very irritated about it. The hotel is very old, the carpet in my room (362) is dirty. When I walked barefoot in my room, I can feel itchy in my foot. The room is also tiny, though I had the one with balcony. The moved me to a new room for the last two nights of my stay there. The sound-absorption of the wall is very bad. The people in room 364 talked a lot and I could here them well. The gym has only a few items. If you, like me, fly from US to Frankfurt, then the hotel is quite far way from Frankfurt. I had to take 3 trains to get here. Make sure you book a shuttle...