We were booked into this hotel for a much anticipated anniversary holiday.
Problems began with the room. Our 'double bed' was actually 2 singles shoved together, despite the room being called 'classic double' at booking. The staff were very unhelpful, informing us that if we wanted to pay an extra 20 Euros a night we could move to a room with an actual double bed. Such poor service and misleading selling in a hotel that claims to 'manage your dreams' was very surprising. The staff solution of shoving foam down the crack and putting a double sheet on was the best they were willing to do, and our request to hear from the manager about why this had happened and why we could not be changed to the room we booked was never met. This should have been a simple matter to resolve in our opinion.
From there we found a letter in the room informing us that the spa was being renovated and we were welcome to go to the fitness first down the road. We had seen the note on the website to this effect when booking.
What we were not told, and were not expecting was to be woken daily at 07.30am, including Saturdays, by horrendous banging and hammering and the use of power tools including drills in the adjoining wall to our room. To sell a hotel room where people are literally drilling into the wall and still claim to be a 5 star to us seemed ridiculous. We were not expecting anything like this from a 'luxury hotel', as it describes itself on the website.
We were thoroughly disappointed with this hotel, the standards of customer service are nothing like what one would expect compared to experiences in other hotels. To add to this problem ongoing, large scale building works is a step too far. I could not recommend staying here given the many alternatives available in this price bracket even after the works are complete - why risk staying somewhere where judging by the other negative reviews customer service is a real issue? We will certainly not be returning.
I hope this helps you in your accommodation plans. Aside from the hotel, Munich was a great city and we had a fantastic time.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
December 7, 2012
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Thank you very much for taking the time to review the München Palace Hotel. We are very sorry to hear that the hotel did not meet your expectations.
We are a boutique hotel with 74 individual designed rooms and suites completely renovated in 2011. Our rooms are categorized in standard, superior and deluxe categories. The categories vary in size and location, the bedding is either a queen , king (suites) or with 2 mattresses as a double, our international guests have different wishes and preferences, and we try to accommodate each request, similar to smoking and non-smoking rooms.
You had booked a standard room category, we were fully booked in the standard category with queen bedding and the reception staff had offered to stay in a deluxe room for an additional charge.
Our fitness and wellness area is currently under renovation, this is mentioned on all our confirmations, and will be ready for our guests by Christmas. We are upgrading our facilities for our guests, that they can enjoy a 'state of the art' facility, which is expected here at our hotel and kindly ask for your understanding whilst the renovation.
We aim to make every guest’s stay as personalized and comfortable as possible and do hope that you will give us a second chance, and will be able to welcome you again on a future occasion, to be able to convince you of the quality and standards of the Hotel München Palace.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.