Andaz Munich Schwabinger Tor, by Hyatt — Hotel in Munich

I booked a 3 night stay at the Andaz Schwabinger Tor in Munich back in October 2024 and had a very subpar experience that I felt was not reflective of the Hyatt Andaz brand. While I did find the front desk hotel staff, as well as the spa and pool staff, to all be super pleasant and helpful, there were several aspects of my stay that would make me hesitant to stay at this hotel again, or recommend it to friends and family traveling to Munich.||||To start, I had used one of my suite upgrade awards to book a junior suite. I arrived at the hotel just shortly before noon, after traveling 6+ hours from Prague by train, to check in, and front desk staff told me that my room should be ready at 1 PM. I left to grab some food and came back around 1:30 PM, and the front desk staff informed me that they were actually upgrading me to a standard suite but the upgraded room was not ready yet (though it would be ready “very soon”). I was pleasantly surprised at the upgrade and didn’t mind waiting a little longer, so I went to the bar. At 2:30 PM, I circled back with the front desk and was told my room was still not ready (apparently my room was all cleaned but needed "supervisor sign off"). I was definitely getting antsy to get into my room but I figured it would be ready no later than 3 PM (the standard check-in time at this hotel), so what is another 30 mins of waiting in the lobby area? Frustratingly, the room was still not ready at 3 PM as still waiting for "supervisor sign off; the front desk staff apologized and said they were going to see what’s happening and let me know asap. At 3:30 PM, I heard nothing so I followed up with the front desk again and the new staff member (they had changed shifts) personally went to find the supervisor to see what was causing the delay, and was finally able to give me the keys to my room. If I had known it was going to take this long, I would have just stuck with the junior suite. ||||Once I finally entered the suite, there were some surprising oversights. The handwritten note in my room was addressed to a completely different guest (another male of asian descent), and the in-room TV system displayed another guest's information. I called the front desk and they said that the incorrect guest details in the TV system was caused by the suite upgrade and that they wouldn’t be to fix it for my entire stay. Fortunately, this issue didn’t impact my actual stay or charges, though the lack of attention to detail here was a bit alarming. As for the suite itself, it was definitely spacious but I felt the room amenities and decor were just a bit basic. Having just stayed at the Andaz in Prague for 4 nights before coming to Munich, I was expecting the same high-quality bedding, toiletries, glassware, Nepresso machine, etc; unfortunately, these expectations were not met. ||||We also had dinner at the hotel restaurant - the Lonely Broccoli - and I’ll just say that the service was terrible and it was an extremely regrettable choice for our last night in Munich. We ordered drinks to start (just 2 beers) and had to wait over 30 minutes to get them, and that was only after I had followed up with a waiter. We then put in our appetizer and main course orders and after waiting 45 minutes, I asked a passing waiter to kindly check with the kitchen since our appetizer still had not made it out. The person who took our order came to our table to apologize and said the kitchen was backed up but was working on it, and gave us some bread. It was clear to us that they just forgot to put our orders in, and only put them in after we had followed up ... again. When our meals finally came out a full hour and 10 minutes after we placed them, we were very put off by poor quality of service we received and simply asked the server to just box everything up to go. I would have been more understanding if the restaurant was extremely busy or if the server/waiter would have occasionally stop at our table and let us know our orders are being worked on (instead of me having to chase again and again) but neither were the case here...

Let me start with the good points of our stay from the 25th to the 29th of Dec 2022z The room size and the overall aesthetics of the room are amazing including the wardrobe, the practicality of the bathroom slippers and the view of the room is great. The breatfast and the staff at breakfast is great and are quick to make sure families are taken care of. Now the poor quality of service at the reception room service and the general lack of responsibility and accountability is such a disappointment. If you are a family then I highly recommend consider a more family friendly place to stay at as we had a horrible time from all the softer angles of room service and service in general. For the entire duration we were there the bidet did not work. Not a single person from engineering showed up despite repeated follow up. We were not provided by the menu and had to go down ourselves at 11:00 in the night to get it ourselves despite reminders. On the 28th we explicitly told the reception to make sure that our room was done. We come back to put the kids to sleep at 6:40 pm. The room was untouched and it took them time to find our groceries we had delivered. Eventually the room service came and we had Tp cancel our dinner plans as we cools jog out our kids to sleep but there were not apologetic and instead of looking into the lack of communication only sent the housekeeping. The fact that our children routine was totally disturbed. We had to wait way beyond their sleep time for them to get done and the waste of our time and plans was totally not understood by them. Their experience manager later came down to apologize and gave me her card to make up for the experience. Next day on the 29th my son had fever and I went down to speak to them about my options of extending the room or calling a doctor. I asked to see the manager but after waiting 15 minutes at around noon the manager was too busy to see me. You can check the time stamps on your reception.even their reception staff was embarrassed. The fact that you do not have the courtesy to check on the guest especially when not feeling well like how busy and inhumane can you be. Clearly the previous night of please let us know if you need anything was just words with hollow actions. We had to leave for the airport and I asked for a big taxi van due to our luggage and I come down and she called me the smallest taxi. By this time with a sick child I was totally beside myself and giving them feedback was resulted in why are you arguing it’s pointless to say anything to us. This is not the most problematic but the lady at the counter left me with the junior guy ( who was really nice) and made Hand gestures that were totally unacceptable.Even in the German culture they are highly unacceptable & especially at a front desk. You can check with Aaron who witnessed it and kept apologizing for her behavior. But Hyatt management needs to see the footage and the way your female managers at 19:00 to 19:30 hrs on 29th of Dec 2022 and speak to Aaron. We were late to catch our flight, I could not do my tax refunds and we did not settle our children due to incompetence of this lady. Incompetence aside this kind of behavior is totally unacceptable and attitude of not accepting any responsibility. Despite having such a beautiful hotel room and the only two people Eva and Aaron who are the saving grace of the reception this is the worst experience our family has ever had and I do not recommend Andaz to anyone what’s the point of paying so much and having great premises with the worst ever attitude and incompetence of the...

We stayed at the Andaz Munich in an Andaz View Suite over New Years Eve. We used points to upgrade to an Andaz Suite and were then further upgraded to the ‘view’ suite. The Andaz View Suite is a corner suite with separate living and dining areas, bathroom and a guest bath. The living area included a sectional couch that was very comfortable, a dining table and a desk. That said, we had some mixed experiences at the Andaz Munich. ||What we liked|- We really liked our suite. The living room set up was great for watching a movie to unwind from the day. The couch was very comfortable and the TV was large. The bed was very comfortable and the water pressure in the shower was great. Overall, a very nice suite. |- Unexpectedly, the Andaz View Suite (room 704) offered a great vantage point for watching the NYE fireworks that erupted all around Munich. NYE fireworks in Munich seem to be plentiful and organic in nature (that is a polite way of saying lots of random people on the street seem to shoot fireworks off anywhere they feel like). It was a fun place to be as we sipped our Champagne. |- Housekeeping was generally quick. Despite one request being forgotten, requests for pillows, hangers, an iron, and wine glasses were fulfilled within about 30 mins. |- I will do a special call out to Johannes in F&B. We ate in the restaurant the night that we arrived and we enjoyed meeting him and discussing wines in the region. ||What we did not like |- As others have noted, the location of this hotel is a bit out there. Nothing that a taxi can’t solve, but you are probably not going to roam the neighborhood admiring its architecture. |- I think this particular hotel is really trying to position itself as a conference hotel, given its size and scale. This comes through in the vibe. |- The pool and spa was a disappointment for us. I had hoped that we would be able to enjoy some relaxing moments there, but it felt pretty overrun - particularly the pool area. Yes, I know, we were there during peak season, but with 20 loungers inside and people camping out for the day, we took a quick dip and left. We checked out the sauna and steam bath, it was a similar scene. Note that many pictures of the pool make it look huge, but know that one side of the pool is mirrored, so the reality is different. |- Breakfast in the main dining room was served from 7-10am and was an absolute sh#t show the day we were there. Again, I know we were there during the holidays and thus the poor service should be excused, but this is a large scale hotel and Hyatt has how many years of experience? C’mon…. The Andaz can plan better. According to the host, ‘everyone slept in that morning and came at the same time’ (funny how people tend to sleep in during the holidays). Needless to say, service struggled, my eggs were barely cooked, the buffet was ransacked and I left more or less without eating. I should also note that if you have any early flight, good luck with breakfast - nothing happens before 7am (including room service). At a minimum, I think management needs to rethink its breakfast timing - many start in room dining at 6am and extend breakfast to 11:00 or 11:30 during weekends and holidays. After all, this is a hotel designed to accommodate large groups and conferences - plan...