Holiday Inn Mannheim City

My mistake: I booked a room in the wrong week. My ordeal: - 10 minutes after booking, I called the website's hotline and explained the problem. → They referred me directly to the hotel and – importantly later – recommended I become a member and created an account for me. - I called the hotel. They told me: "I can't access the system, please send an email. It will be answered within an hour." - I sent an email. The reply came after 6 hours: "Unfortunately, we are prohibited from changing member bookings." The irony is palpable. They told me to call the app. - I called the app, where the conversation continued in English. They couldn't help me there either. Instead, they promised to escalate the matter to the hotel manager. They also promised a response within 48 hours. - After more than 72 hours, I still haven't received a reply. Conclusion: No goodwill, false promises, no room for maneuver, no fun.

I've used this hotel several times before, but this time it didn't go well. At 11 PM, after getting off a heavily delayed ICE train, I tried to check in, but the night manager told me to wait a moment. He said that in 15 minutes, there was an overbooking and I wouldn't be able to stay. He said he'd contacted a hotel on the other side of the station, confirmed there was availability, and told me to book and pay for it myself. Since it was late at night and I had no other choice, I did as I was told, went to that hotel, paid the same-day booking fee, and stayed there, but I'd already paid Holiday Inn. Now I'm faced with the tedious refund process. I'm sure I'll be given the runaround and have to explain everything multiple times. Incidentally, I made a legitimate reservation directly through the IHG app, not through one of those infamous booking agencies. They said it was a system error or something, but their response made me distrust the Holiday Inn group itself. By the way, the hotel itself is clean, spacious, and quiet, and I think it's a good hotel, usually under €100. That is, if they have rooms available.

Very nice hotel, lots of facilities, service-minded staff, great breakfast buffet, nice large soundproofed rooms, and even if you arrive late you can get dinner, until 10 pm. Highly recommended.

Very bad

My stay at the Holiday Inn City was excellent in every respect. The hotel boasts modern, clean rooms, a pleasant atmosphere, and a highly dedicated team. From check-in to check-out, I felt welcome and exceptionally well cared for at all times. Special praise goes to Marc Hirmer, Front Office Manager. His professionalism, friendliness, and attentiveness to guests are remarkable. His dedication ensures that everything runs smoothly, and he always takes the time to address guests' needs. This personal and warm service makes all the difference and contributes significantly to a positive hotel experience. Many thanks to Marc Hirmer and the entire Holiday Inn City team for the outstanding service. I would gladly return and wholeheartedly recommend this hotel.