The main issue I have with this hotel is that it advertises itself as a four star hotel. It's not. It lacks the basic services to call itself a three-star hotel, let alone four.
Specifically, reception closes at midnight. When I booked on Holiday City, I was asked to state what time I would arrive, yet I was given no warning about this. So I arrive off the train at 1am to find a note on the door telling me to go to a different hotel and get my key. My taxi from the station has already gone, so I am standing in the street of an unfamiliar city at 1am with my luggage and no idea where this second hotel is or how to get to it (the receptionist left an address but no map or directions.) Fortunately a taxi appears soon and knows how to get to the address given. 10 minutes later, key in hand, I go in through the night door...and discover that the elevators are in the closed part of the hotel. My gym instructors will be very impressed that I managed to get my 25kg suitcase and other luggage up four flights of stairs on my own.
So then I get out my computer and attempt to send a document that is due urgently. I had checked the website and confirmed that the hotel had internet, but I couldn't see any sign of it in my room. No LAN cable, no instructions on how to set up wifi. No reception to ask for help, no instructions on how to dial out on the phone to ask the other hotel's reception for help. I had to get in a taxi, carrying a flash drive with my document, and go back to the second hotel. The night receptionist could not give me instructions for the wifi OR find a computer that would allow me to send my file, and got defensive with me when I complained. Had I known that this would be the case I would have made alternative arrangements, but the hotel's website had led me to believe that I would be able to use internet in my room. That's what bothers me. Same with the reception/elevators closing: had I booked expecting a 2-star hotel, it would have been different, but this hotel advertises itself on several websites as a four-star hotel. Round-the-clock assistance is a staple feature of a THREE-star hotel, let alone a four-star one.
In the end, it was the taxi driver who helped me, by recommending another hotel. Initially he thought I was just comparing Germany to my own country...he quickly changed his mind after he saw the place. When I returned my key, the morning receptionist was polite and the man from the second hotel had obviously filled her in on my situation.
I was in the room for five minutes tops, but from what I saw it was spacious but shabby.
To summarise, it wasn't the hotel's practices themselves that bothered me, it was the fact that I was promised things that were not delivered:
*Four-star service: If you have big chunks of time when nobody is available to help your guests, you are not a four-star hotel. If your guests have no access to an elevator - even for part of the day - you are not a four-star hotel.
*I was not warned that reception would be closed, even though I specifically stated on the booking form that I would arrive at 1am.
*Internet: the hotel's website stated that it would be available, yet I had no access to it, which could have had serious consequences for me. As I said, I would have happily made alternative arrangements if I had been given the whole truth.
By the way, the Westin Grand Munich Arabellapark took me at 2am and were excellent for the entire duration of my stay. It was more expensive than I had planned to pay, but it was much better value for money than the €100 per night I was going to be charged at Hotel Deutsches Theater.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.