The Charles Hotel, a Rocco Forte hotel — Hotel in Munich

The facilities (room, bathroom, breakfast lounge) were good, though not so “special” to deserve a 5-star rating. What definitely fell short was the overall service level. Examples:|1) Even if we had prepaid our stay (2 nights), they told me they would block some money on my credit card for any other expenses, without telling me how much. When I realised that they had blocked more than 1200 euros (!), I complained. One receptionist told me they had made a mistake and they would rectify it; another one told me it would take several days to do that; yet another one told me they could not do anything until the monies were released “by my bank”.|2) My wife went back to our room early in the afternoon and found out that the room hadn’t been done up, probably because we had mistakenly left a “don’t disturb” alert on next to our front door. She asked the receptionist to have our room done and left. When we got back, at around 6 pm, the room hadn’t been done yet and we had to ask one more time.|3) At breakfast we were welcomed by a lady who walked us to our table and gave us water (good). After that, nothing: nobody came along for us to place our orders. I need to clarify that coffee and certain dishes were not available at the buffet but needed to be ordered. After some time we gave up waiting and summoned a waitress. It took some 10 mins for the coffee to arrive after we had placed our order… In the meantime, we noticed that some customers were handed menus soon after arrival, while other ones (including us) were not.The same story replicated the next day.|4) When we checked out we were asked the customary question “how was your stay?”. I replied that there had been some issues, then paused. To our surprise, the receptionist did not make any further attempt to understand what had gone wrong…|My overall impression was that many staff members were inexperienced, poorly trained and “abandoned” by their management. Definitely not what I would expect in a 5-star hotel… For me the facilities were 4-star and service was that of a...

We stayed at The Charles Hotel for 7 nights over the Christmas period. ||Everything about the Hotel, its location, staff and our room was great. What let the whole visit down was the presentation of "cold food" on two occasions. The first issue was on our first night my wife ordered the ravioli (pumpkin) . This was presented cold with cold sauce and on a cold plate. This was brought to the attention of the Restaurant staff and it was replaced and presented as it should have been the second time. I continued to eat my dinner or it also would have been cold.||The second night we thought we would try the Bar Menu. My wife ordered the soup and I ordered a Cheese and ham toastie which came with chips in a bowl and salad. The soup was presented in a cold bowl and the soup was cold. My Toastie and chips were also cold. Yet again the staff agreed and the soup was replaced and in a hot bowl. We were informed by staff that there were some problems in the kitchen!||On Christmas Day we had booked the Christmas set menu for dinner that evening. ||We approached this with some trepidation!! |The food on this occasion was to a high standard and well presented , however the wait between each course was 20 minutes plus! I had the menu with wine, a big mistake!,not due to the quality of the wine, it was good, but the amount poured and the timing with each course. We don't usually drink champagne preferring Prosecco, we were informed that the hotel had run out by the waiter providing the wine.||When we got to the desert course we were missed out as they worked around the restaurant as they had done with the other courses. We waited but in the end had to call a waiter over! The whole meal took almost 4 hours, most of which was us just waiting for food. ||If returning to Munich we would stay at The Charles Hotel again, however unless it was proven to have improved in the Kitchen and the presentation of the food had vastly improved we would probably only have breakfast, which was Good.||To finish on a positive the staff...

We were at The Charles Hotel to celebrate our St. Valentine, just a bit earlier. When we arrived, we met Kevin at the Concierge who was amazing in his role, he introduce himself and offered us a coffee in the lobby while we were waiting to have our room ready. When the room became available He showed us the Sophia restaurant, the Sophia Bar, the spa and the pool, and our room. I believe we were upgraded to one of the junior suites, overlooking the botanic garden and upon arrival to the room we found beautiful amenities with a welcome letter from GM Florian Steinmaier. We love that Thank you so much. During the whole stay, we had dinner and lunch at the Sophia restaurant where we met Nando, Terea, Charlotte, Giulia, and Silvia. All teams mentioned were amazing, and all of them are an asset to the company delivering the Rocco Forte Standards at their 100%. As we are from Agrigento near the Verdura Resort, we found that it was a Sicilian pop-up, which was an amazing surprise and a great opportunity to show the guest how amazing the food in Sicily is. I have to say that we tasted all dishes and the food was like staying in Sicily, AMAZING. We tried also the spa, where we met Lidya, The Greek lady ( I believe her name is Sunday ), and Carlos and his assistant who did our massage in the couple's treatment room. During our stay, we met also Etienne, who I believe is the Duty Manager, the Night Manager Sabrina, and Isabella on the Concierge team. I have to congratulate all of them as they truly delivered the best customer service we ever Had. Last but not least I have to say thank you so much to IRD and the Housekeeping team to clean our room every day and IRD for delivering our breakfast request in fast and efficient service. All team members are such incredible people and happy to work with the Rocco Forte Family which shows that RF Family knows how to find the right people. Thank you so much to all to make our stay a memorable...