I will start out by saying we have stayed many times in past visits and much like the last visit this one puts the nail in the coffin to never return This visit the Residence Inn by the OST bahnhof has turned into a completely self-service budget hotel where much does not work, staff are overwhelmed and it is at best a one star property - not a four star property. Marriott has two properties at this location that share a common dining room. The resident Inn side of the complex is now no different than the courtyard next to it and where the staff is working the front desk for both properties. Here is a list of what the Residence Inn has either cut service or is altogether not working at all. There is no staff present in the Residence Inn hotel. Customers have to walk to the Courtyard side of the combined property to ask for service even though the Residence Inn side if suppose to be the more expensive and upscale side of the combined properties. No one answers the phone for inquiries because they are overwhelmed. The hotel has experienced all sorts of electronic issues on the property. All the doors facing the property will not open with your key card. You have to walk down to the courtyard side if you want to enter the hotel. The public areas in the unstaffed lobby are always dirty with cig butts or dirty glasses and beer bottles stacked up on the counter or by the garbage cans. They clean them once a day in the morning and that seems to be it. The key card system used to create room access broke down so signs were posted in the elevators "please do not lose your room key as we cannot provide one that works until further notice". If you lost your existing key card, a member of the courtyard hotel has to let you into your room. It was resolved per the front desk after five days and it turned out to be a loose cable to the server. Management is never anywhere to be seen or follow up on guest complaints. They let the poor staff take all the complaints which is why they have a high turnover from the feedback we have gotten. I have never stayed in a hotel for either business or vacation and where the key cards did not work because their coding machine stopped functioning. So this fiasco goes down in my book as a new travel low. Be prepared to hike down to the front desk to ask for extra towels or toilet paper since rooms are only cleaned every 3 days. Our room was not clean and we used our own santi-wipes to clean the counters and bathroom. TV did not work and we had to wait until Monday for their IT tech to return or switch rooms. All this hotel staff knew to do was to offer was to change rooms. People were downstairs outside in the garden and making a lot of noise at 4:30am. Calls to the front desk again proved useless. All I can think of is the hotel is practicing skimpflation at the expense of their guests. The front of both hotels along their public areas was filthy dirty. Cig butts are everywhere as well as trash. Elevators are also disgustingly dirty. Bath products smell like kerosene was added so we bought our own soap for the bathroom. Again cheap products to keep costs down. Had this not been a corporate required stay we would have check out and moved to another property. The lobby coffee machine in the Residence lobby is consistently not working. If you get up before the dining room opens and want coffee this machine more times than not, isn't functioning. Because the front doors failed to open at all and you are staying in the Residence Inn side of the combined residence, you had to go around the back of the hotel to get in thru a rear entrance or walk down to the lobby entrance for the Courtyard end of the property to then walk all the way back down to the Residence Inn side of the property. Great when you are carrying large suitcases. Same for the underground parking. Guests assume by parking on the Residence Inn side can then come upstairs to check-in. Instead, they discover the Residence side of the property no longer staffs their lobby. Guests have to go to the other side of the property to check in at the Courtyard lobby.…
I had a reservation to stay at this property Sept 23-25, 2021, which had been cancelled back in February 2021. The reservation no longer showed on my Marriott Bonvoy App., so naturally one could assume it had been properly cancelled and I deleted the emails concerning this reservation. Come Sept. 25th, hotel charged me for the stay. Despite my calls to Marriott explaining what happened, hotel refused to refund me my money. I also never a pre-arrival email just prior to my stay as I usually do with any Marriott property. My reservation was clearly cancelled, despite property's claim of not having a record of such. DO not stay here, unscrupulous owners.
Stayed here in 2017 and had a great time. Came back again in Aug 2021 and front desk was handled through the sister hotel next door, the Courtyard. We are Gold Members but had prepaid through a third party because it was a better deal. However, when checking out we were told they need our credit card to check us out even though we told them the room had been prepaid. We were assured that they will not charge us as the stayed was prepaid. After our trip, our credit was charged twice by the hotel! Now a month later and I’m still having to disputes the hotel charges and the 3rd party is giving us the run around 🤨 Breakfast was decent but aside from that don’t expect much services from the Courtyard. And if you need anything like extra towels, you have to go downstairs and walk next door to find help. There were no one to answer any questions at the Residence Inn at all. For the same price, you can stay at better hotels with more services. We will not be back for sure.…
Our family stayed here for 10 days. We arrived and the staff greeted us, while our room wasn't ready, they were able to hold our suitcases, so that we could go sightseeing. The room itself, was comfy, clean and refreshing. The hotel provides a daily breakfast (typical European breakfast) all which were delicious; there were a few nights that had happy hour. The front desk staff was always helpful, answering all our questions, providing us with information regarding public transportation and suggestions on where to go. There's a supermarket 5 mins away, public transportation, within walking distance to the center city Munich and lots of little neighborhoods/shops.
From rooms to breakfast everything was so so perfect. Many food outlets around. Supermarket Lidil just 5 minutes away. Opposite to tram station. I cant thank enough, it was the most amazing stay i could ever ask for in Germany.Happy Happy.
We stayed for two nights here.Sparkling clean environment.English breakfast.Opposite to tram station that takes you to city centre or other places.Supermatket lidil closeby.Thai restarant next to hotel amazing food options.
We (family of 3) stayed at the residence inn on the 25th of July. Unfortunately there was only 1 front desk member on shift. As such the check-queue was long (also because of Covid 19 measures) and because of the fact that the front desk was also working for the connected courtyard hotel. So you have 1 employee, managing the front desk of 2 properties. Can’t fault the employee as he did his best. But it makes a bad start. Our booked studio was not prepared properly; the sofa bed was not made up and no extra towels has been left. I called the front desk to request the missing items however after 10 rings, the phone was hung up immediately after it was picked up. So, back to the queue at the front desk where, after a 15 min wait, the employee called to have the room prepared as per the reservation. The room was ok and breakfast was fine and the staff working there where well adjusted and efficient in this current reality. I stayed on points and with a gold status. Bottom line: Covid 19 seems to have had an impact on the “modus operandi” of this hotel. Proper level of staffing is crucial to attain & maintain a solid service in this Covid 19 reality. Don’t place your frontline staff in position where they simply can not fulfill their work to the standard you sell. …
First time staying at this property. It is very close to the Ostbahnhof. While the room wasn’t large by any means, it was modern and quite comfortable. My room had a nice courtyard patio that was welcoming and peaceful. The bountiful included breakfast buffet was an added benefit. Also the staff very welcoming.
Comfortable stay in brand new hotel. Spacious room with well-equipped kitchenette and good wifi. Very close to the Ostbahnhof train station, which is one of the transportation hubs in the Munich area. Although there is construction in the area, we didn't hear it in our room. And it looks like the area will soon have many places to shop and eat. Very friendly and helpful staff who spoke English very well and was familiar with Americans.
We stayed at the Residence Inn, Munich East during our first trip to Germany.We reserved this hotel as a part of an American Airlines Vacations Trip. The hotel is well located within an easy 10 minute walk to the Munich East Train Station (Ost Bahnhoff). The rooms are nice and a good size. The breakfast is well appointed with a nice selection of eggs, meats, cheese, pretzels, juice and coffee. I would stay here again. One note even for a prepaid reservation they put an $800 hold on our credit card.