FOUR MUNICH Neue Messe

No food and shower is barely warm

I booked accommodation for a group of delegates attending a WEEK long congress at the end of July. Website looked good and overall reviews were fine. The website is a COMPLETE MISREPRESENTATION of the reality experienced at the hotel. We paid premium prices for below substandard rooms & customer service at a 4-star hotel. On arrival at the hotel my client was SHOCKED by her first impression. The staff at the reception were not helpful or able to offer solutions to any of the issues presented to them. There was no one available to help her move her 3 big suitcases to her room. The hotel was dirty – paint coming off the walls. Dirty & smelly carpets in the hallways. A POORLY maintained hotel. One of our guests was told they had to pay for an early check in, when the room had been booked from the previous day. Still waiting for a refund on this. In her room, room 115 • The aircon wasn’t working. • Her room was very dirty & unkept. The vinyl on the floor was peeling off. See images below. • I have also included images of the mattress in the room vs what is on their website. WOW! The staff at the hotel took her to see other ‘nicer’ rooms but didn’t have enough of them available to cater for all our guests. We had NO option but to move our guests to another hotel. I have assisted this group with MANY overseas bookings before and I have NEVER had to move hotels before. To confirm the booking, we had to make the full payment of over EUR8000 upfront. They are now only willing to pay us back just over EUR1000, even after I cancelled the rest of the stay 24 hours in advance of the next check in. A formal letter of complaint was sent to Group Reservations. I received a VERY generic response in return with the notification of a measly EUR1000 refund to be expected. I did not accept this. The person I have been dealing with is now on leave, I cannot get hold of any senior management at Melia Group Reservations and there has been no further progress made to resolving my complaint. It is now Mid-August & this happened at the end of July. I am BEYOND frustrated and shocked.

I woke up at 7am and I wrote the below review Being from the hospitality industry this is one of my worst stays ever. Firstly, the BED AND PILLOWS are horrible. I have a severe back issue and I woke up every single day of my stay with a bad neck, shoulder and back pain along with a headache. We tried checking out half way through our stay but they refused to refund the money even though it is a genuine problem. I am writing this review during my stay as I am stuck here for 2 more days. On that note I would like to thank the staff of this hotel for being so accommodating :) 👎 Secondly, the service is definitely not a 4 star. We asked for a fork in our room at 10pm and they told us to go to the bar and get it your self. Poor service 👎 Thirdly, breakfast has very limited options especially for a vegetarian / vegan person. And do note the food options do run out 👎 the dinner options are very limited too. They have nothing available listed on the menu but the staff did give us 2 more options not listed on the menu which are not vegetarian / vegan friendly 👎 Lastly, if this matters to you the hotel room does NOT HAVE LOCKERS, luggage rack and toiletries (except for soap and shampoo) 👎 The location is not so convenient as it is on the outskirts of the main city and you do need to take multiple buses and trains to reach the main city. Thank you for not a very pleasant and a very disappointing stay in Munich