Pullman Munich — Hotel in Munich

I chose Pullman thinking of upgrading from the usual Novotel (both hotels in the Accorhotels chain). Indeed the rooms are nicer and more spacious but the good things end there.

Right from check-in we had problems as there is evidently some communication problem between what you buy on the Accor site and the information the hotel receives. I booked two rooms, breakfast for the two rooms, welcome bottle of champagne on arrival and late check-out for only one room. For some unknown reason the 2 breakfasts were ‘charged’ on one room ONLY so we had to explain at breakfast each day that we didn't have to pay anything. The bottle of champagne was not provided in the room, I had to ask for it and they tried to charge me for it as an extra bottle on top of the one already counted in the online booking.

On a Saturday, when we returned to the room at 6.30 pm, the room had still not been cleaned and refurbished. One day they didn't leave us toilet paper, another they picked up the dirty towels but didn't leave clean ones. In the room booked for my boys, one day they removed the mattress cover but did not replace it.

I could get over these minor inconveniences but the check-in and check-out process was very complicated and stressful because of the payments. On arrival (I arrived late, perhaps a ‘no show’ was charged online) I found that there was a charge from the hotel of over two thousand euro on my card (which busted it) which - as a result - I could not use for the pre-authorisation charge (1.4k). At checkout, they initially refused to use the pre-authorised amount and make up the difference but demanded the full balance. Except that with one card already burst and the other with the pre-authorisation debit, I could not pay the full amount requested. We had to insist on getting the help of a manager who finally authorised the release of the pre-authorisation amount so that we could pay the difference.

Oh I forgot, despite the late check-out, the room keys were disabled earlier (I had to have them re-done) and the cleaners did not know anything so they came to ask me why I was not leaving the room.

In short, disappointed expectations, and I am still waiting for the 2k that was charged back for no clear reason. My questions about this charged sum were answered as ‘don't worry if you haven't re-credited in two days after check-out just email us’.

Frankly scandalous. I hope I don't have to make a...

I have stayed here at least 12 times over the last 12-15 years during the HES show in Munich. Infact I have been staying here when this used to be the Renaissance.||||I checked in 3 days ago and I have had to visit the front desk more than a dozen times already. Started on day one - I requested for an ashtray to be kept in the balcony - I had to ask at least another 4 times - twice at the front desk and twice on the phone before it finally came in. Had to call the front desk as the tissues had not been replaced in my room.||||Next day I hung up the “clean my room” tag on the door before I stepped out and when I returned at about 5:00 pm the room hadn’t been cleaned - went down to the front desk and was told by the lady that they had a new system and I must ask for cleaning if I wanted it - my question was why wasn’t I told this when I checked in - she said there should be a paper in my room - there wasn’t any. Was told that someone would come and clean up - an hour later nothing - I had to go back to the front desk and ask again - finally after over 90 minutes someone showed up to clean the room.||||Today I made sure to tell them to clean my room before I stepped out - come back many hours later at 4:15 pm - they’ve only replaced the towels and folded the blanket - the floor is still dirty - the bins haven’t been emptied, the ashtray is still full, coffee and water have not been replaced nor has the toilet roll. I’ve been down to the front desk twice and called them thrice each time I am assured they will come up and solve this - more than an hour has passed and nothing yet. I don’t understand how this can be so complicated? ||||If you like clean rooms this place is not for you. The housekeeping staff look like high school interns and the front desk is anything but hospitable. The quality of the bathroom products is extremely bad - recommend you carry your own if staying here.||||I’ve paid just about €900 to be here for 4 nights and I think I’ve spent more time at the front desk or waiting for housekeeping than I have actually spent relaxing in my room.||||Unlikely I will stay here again. The front desk staff and housekeeping need a complete refresh and lots...

This is my second time this year (first time in Jan) to stay in Pullman Munich. This time round, I stayed from 23-29 August. My first night was with my cousin and we requested for a twin bed. Unfortunately, when we reached our room, it was a queen bed (formed with combining 2 single bed). We requested it to be split and we were informed that it will be done in the evening. When we went back to our hotel, it was not split and we called the receptionist.

She explained that the housekeeping went up and said the bed could not be split. My cousin used to work in a hotel and he could tell that it was 2 single bed and explained that he is sure that it can be split. Marcelle, the receptionist who took our call told us that she will come up to take a look.

When she came up, she realised it indeed can be split, however, she informed us that the housekeeping has left for the day (it was around 11pm) and she said that she did this before and she can help us with it. My cousin offered to help, but she said she can do it by herself as she has been trained before and professionally split our bed. We were overjoyed, because me and my cousin are of different gender and don't think it is appropriate to sleep on the same bed.

Besides that, Marcelle also gave us some tips on where to go in Munich and answered some concerns and questions we had. She even prompt us to reach out to her at any time should we require help. Then, we realised that actually her shift has already ended when we asked if we are holding her back, and we realised that she actually helped us even though she has already knocked off.

On my last day, she gave me a Munich magnet, and she said that each letter has a photo of the attractions in Munich and she hope that I can remember how beautiful the trip was with this magnet. I was so touched.

I wanted to say, she is really a rare gem who goes extra miles for her guest. She is definitely an asset to your company and I will definitely choose to stay in pullman Munich again because of her...