Pullman Hotel Stuttgart Fontana — Hotel in Stuttgart

Today I’m extremely disappointed. Prior to today we have had good experiences at The Pullman. We stayed there for a month previously (summer 2017) and had great service and enjoyed the amenities and location. We have also previously used the spa here for a massage and were welcomed warmly and had a good experience.

Today was very different. I called on Tuesday and stated I wanted to schedule a massage. I was transferred to someone who set up an appointment. The person I spoke with scheduled a couples massage. We were given an appointment for Saturday at noon.

We drove 30 minutes to get there. There was no one in the spa. We waited, walked around looking, and finally went to the lobby to let them know. They confirmed the person was there and we went back to the spa.... and waited 10 more minutes to have to go back to the lobby to let them know no one was there.

They called again to confirm someone was there and we went back. We were then told there was no appointment for us. They wanted to know if I called reception or the spa when I called on Tuesday. I explained, I called and told them I wanted to schedule a massage and was transferred to someone who made the appointment. I double checked the number I dialed-it was correct. She checked the name for the appointments she had in her computer- not us. She said it was impossible that we were given an appointment for today. I explained that we in fact were given an appointment for today.

The lady then calls someone. She speaks to them in German. I can understand her tell them the situation. She explains that we are American. She also tells the person (in German) that I’m bitter. I let her know that I could understand what she was saying and that yes I was bitter because we called, scheduled an appointment, looked forward to it, drove 30 minutes to get there to only be told we had no appointment.

She said it was impossible to get us in today because of other appointments she had and could get us in tomorrow but not at the same time. I told her we would spend our money elsewhere.

I let the front desk know how disappointed we were today. Now after the time spent being told we didn’t have an appointment and with the 30 minute drive home, we had wasted an hour and a half because someone did not do their job. I was asked again if I had spoken to the reception desk or the spa when the appointment was made. I explained again that I called the main number, told them I wanted to schedule a massage was transferred to someone who scheduled the massage. They apologized and took down our number.

I’m just completely...

Read this before you dare to think about staying here. Especially if you are American.

For those of us that have stayed in 4 or 5 star Hotels in the USA we come to expect a certain level of services and accomodations befitting the award designations.

When we walked in to the lobby for check in I looked at my wife and said "So far so good."

I was wrong. Very wrong.

After making a quick room check I soon discovered a couple of concerns: (1) The Air Conditioner wasn't working. (2) The small refrigerator was barely at room temperature without a way to lower it. (3) The reading light above my side of the bed was broken from it's perch and wrapped with black electrical tape (by someone believing he "fixed it") rendering it useless. (4) Hot tub is shut down. (5) No English TV channels except for death and doom BBC News & Propaganda. (6) The grossly over priced Breakfast Buffet is mediocre at best. The pancakes are mass produced and tasteless. Bacon is normally under cooked. Sausage over cooked. Scrambled eggs are powdered eggs. Eggs to order will always be over cooked and usually inedible. Omelettes are better frisbees than anything else. We were there for two weeks. By the second week I was thoroughly disgusted with the lame attempts to "get it right" and went back to powdered eggs.

The best thing about the Buffet is the Service staff. "Astrid and Alice" do the best they can to compensate for all of the above but you still leave disappointed.

Rooms are small in size but efficient. We stayed in one of the Deluxe Rooms for more breathing room.

The mattresses must have a rubber type covering on them because you wake up covered in sweat from bottom to top.

Oh yeah, another "special treat" was apparent renovation efforts that started the second week of our stay. Nobody thought to mention that at anytime prior to booking or upon arrival.

There's nothing to compare with hearing a buzz saw at 7:45 in the A.M.

My belief system tells me that they have no motivation to do better. In summary, the venue is the best of the worst in the immediate vicinity.

Best of luck to you when choosing the Pullman, here.

One last little item. Be absolutely sure that you question the amount they pre-authorized on your Credit card (Charged upfront and then debited after you leave.)

They hit mine for $1800 (for incidentals). $1800 USD. I was furious to say the least. Hell, the Wyndham Presidential in Manhattan only required $500.

Shame on me for not asking a...

The day I arrived with my husband and checked in and then went to our room - this had only been set up for one person - resolved after advising check in. Went out to explore and got back in the evening - around 9.15pm the fire alarm goes off and we evacuate via the metal stairs from the 6th floor - not good for someone that is afraid of heights and you can see through the steps. Got to the bottom and it was chaos no staff outside directing customers no meeting point, customers looking out of the windows from the floors we have just come down from - fire engineers appear - still no staff outside they just stayed inside serving customers at the bar and in the restaurant - appalling you put your life in the hotels hands when you stay and expect to be kept safe - frustrated I went to reception and asked what was happening and where were the staff directing customers and got told we are talking to the fire men - NO you should be outside talking and directing your customers - it gave you the deep impression that they didn’t know what to do and that they hadn’t had a fire evacuation test for sometime - when we got to go back to our room what was even more worrying was there was no evacuation plan on the back of the door which is a legal requirement in Germany - I sent an email the next morning as this upset me on my first day and was not what I expected - I had a reply and they apologised and said yes it is a legal requirement and they would deal with it immediately - went out for the day - got back no evacuation plan on door and housekeeping had been in and well let’s say that had a lot to be desired as well - empty glass water bottle left on side - I had had a cup of tea in the morning and my husband coffee so you would of thought that they would have replaced this but no not replenished - cups not washed - need a bit of training in customer service and observation - we had not had any issues in the 5 other hotels we had stayed in on our road trip around Germany and France - evacuation plan still not appeared the next day either - to me immediately means straightaway - it hadn’t appeared in the whole length of our stay - this is not the experience I expect from a 4.5 star hotel - I do not know if this has been...