Adina Apartment Hotel Munich — Hotel in Munich

I had a very unpleasant stay at this hotel. I’ll start from the beginning, and would like to preface that I paid over 400 EUR per night for this stay, over 1200 EUR in total for three nights.

I checked in on a Friday night at about 10 pm, upon arriving to the room I immediately stepped in a wet patch on the floor whilst in my socks, very unpleasant. Nearby said wet patch were a few red stains in the carpet, whether it was marinara sauce or lipstick I still do not know - see the photo. I saw a card on the table that said the room would be cleaned only every three days unless requested otherwise the night before, so I immediately went back down to reception and asked for them to clean my room the following day - which they did not.

The hotel is situated near clubs and bars, so on Friday and Saturday night, despite being on the 21st floor, noise can be heard well into the 3 or 4 am hours. Thankfully I travel with earplugs but if you are looking for a quiet stay, choose somewhere else.

For a 3 night stay with three adults in the room, they only gave us two coffee pods. In the morning I called down to request additional coffee pods. Someone arrived 45 minutes later with a few more coffee pods that did not fit the coffee machine. There was no salt and pepper in the kitchenette, nor paper towels, although they did manage to provide us with more creamer than there was coffee, and some sugar and tea bags.

There was no body lotion or hair conditioner provided, only soap and shampoo. And only two rolls of toilet paper. For three adults, staying four days. At least they gave us enough towels.

Sunday night I went to use the gym - when I arrived at the wellness area, another woman was standing outside, her card didn’t let her in and neither did mine. She said her partner went down to inform the front desk. 10 minutes later staff came with a key, and he could not open the door either. Then he had to go get another staff member to help, so another 10 minutes later we were let into the wellness area. I asked if we left the wellness area if we could get in again and the staff member said yes. I left during my workout to use the toilet, and when I came back I could not get back into the fitness area again. Another person was also standing and waiting for staff to come let us back in again. What a shambles. When I finally was back in, there was a man running on the treadmill without a shirt on (I can deal with that), but no shoes or SOCKS. How unsanitary. There is no dress code sign on the door, so I suppose what I saw in there was not against any rules - however, I would implore the hotel to suggest at least socks and shoes be worn on shared equipment for sanitary reasons - otherwise why bother to use the wet wipes provided for the equipment in the gym otherwise.

On my final morning, a member of cleaning staff came to knock on my door at 7 am waking me up. When I opened the door and asked what she wanted, she said ‘oh no problem’ and then walked away. I was absolutely livid. Why are staff members going around waking people up for no reason? How unprofessional.

Since I was already up, I got out of bed to use the wellness area again, which was thankfully free of sock-less men on treadmills at this hour. And they seemed to have finally fixed the door access issue. However, the real icing on the cake for my expensive stay, was when I came back down to the hotel room and there was no running water in the sink or shower. I called reception who said it should be back up and running in 20 minutes. It took over an hour. Its a good job I wasn’t in a hurry to catch a flight right then.

The hotel offers room service but only until 10.30 pm which is poor - why bother offering it then.

The pros I can list: the breakfast (32 EUR) was excellent, and the rollout bed was made up upon my arrival. The pool area and gym are adequate, good views of the city and some good...

I've not been to the hotel but after my experience with booking and cancellation, I can definitely say that I will never go and would never recommend anyone going. I booked the hotel earlier this week in plans to meeting friends on Christmas Day. Unfortunately, on the day of the booking I woke up feeling ill. The first thing I did was to call the hotel at 8:30 am and let them know that I woke up with a fever and not feeling well. I asked for either refund or if that could not be processed then to postpone my date for another week or more so it gives me time to recover. I was told that postpone was not possible that I could only cancel and to receive a refund I would need to send an email and possibly provide a doctor's note. She also mentioned that since they couldn't sell my room to another patron, that I would be responsible for paying. When I checked online they still have the same exact room category (with terrace, available for today, so her reasoning didn't hold any value). I hung up the phone thinking perhaps I will wait and see if I break my fever I can probably still manage to go as I am only 1 hour away. 1 hour later I started feeling worse. I started feeling a nasal infection coming on and I could feel a sore throat coming on. I called the hotel back at 9:30 and asked if I provide the doctors notice, can the please cancel my reservation? The same girl who spoke to me earlier at 8:30 am was back on the phone. She said to me "I can only give you information and I cannot guarantee a refund". Then she said to me "you should be going to the doctor because you are sick, not because you want to get a refund" I was blown away at her ridiculous response. I don't go to the doctor unless I have a very serious concern but I would definitely make the effort if that was the thing they needed to process the refund. And mind you, it is Christmas Day so to find a doctor on this day is a challenge in itself. She then told me that the person responsible for decided for refund issue won't be in the office until 14:30 to 15:00 . She directed me to email the department. I wrote an email explaining the entire situation in detail around 10:30 am because by then I had access to a CoVID test and I took it, it came back positive. I included the photo of my CoVID test. I received an email at 12:25pm stating that they have forwarded my email to yet another department for cancellation. No other detail was provided. I then email them back 16:04 asking if they still need a doctor note as the day was coming to an end. They responded at 19:02 stating the "Unfortunately we can't cancel the reservation for free." And they stated that corona rules do not apply in Germany. I was asleep and didn't see this response until now...at 22:21 Luckily I have a very good cc from the USA which covers me in situations like this. I am baffled by the lack of customer service at this hotel. Absolutely zero emotions toward giving options to their patrons. They could have easily pushed my reservations to any day in the future but they refused to do that or refused to refund me. Definitely do not stay here. There are many amazing hotels in Munich where the staff will work with you in...

I had an overall good experience, the rooms were clean and the facilities in the room were overall o.k.

Two main problems:
1) The water heater and the coffee press within the room where dirty, the heater was unusable even after scrubbing. (this made us boil water on the stove with our own pot that we fortunately brought), the coffee press was usable after cleaning.

2) Lack of Respect from night reception, which is the bigger issue in my view. Below is the story which you can skip if it is too long to the "Summary" part.

At night, 9:30 PM, I tried contacting the restaurant & the room service from the room's phone, no answer despite constant calls. Then called the reception and asked if there I can get in contact with the restaurant, the answer was that "they might be busy" so I asked what can I do to order a simple hot chocolate and possibly water? the answer was "try coming down here or order online form the room's TV". 

Coming down to order room service was bizarre, so I ordered - a lengthy cluncky order from the TV - only 2 x hot chocolate at 9:57 PM. 

I got an email response, that my order was received, then I waited for an hour, so I decided to go down and order an "in-person-room-service", I walked up to the reception in front of the bar area as there was no one who is free, and I asked the person in the reception about my issue, he told me that they were already closed 15 mins ago (this was at 10:45 PM) so I showed him my order, he shrugged his shoulders uttering a not-so-genuine "sorry, I just came", I told him that this is not really a present experience for me and I will write a review detailing this (all for just a simple hot chocolate cup that isn't hard to make and I am paying for it!) he told me again "ok.." and gave me a poker face response.

I went and called from the room to ask about his name which I forgot to get, he informed me that he spoke my language (Arabic), which was not relevant, and his name is "Elias" and asked why I ask about the name, I told him again for the review, he uttered a insult that I couldn't delineate then a "ciao!" and hung up.

This was very unprofessional and unpleasant to experience from an otherwise above average hotel.

Summary:
1) Good rooms, Good access and cleanliness, house keeping were very nice.
2) Disrespectful night reception worker named "Elias", unhelpful night reception/staff group in general (could not even get a bottle of water).

Respect & professionalism triumphs facilities, in the end a visitor comes to a vacation to enjoy and relax, not to deal with difficult personalities and poor service.

Will not be coming here again on the next...