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All reviews rooftop bar candy bar category hotel opposite the opera house marriott rewards nice furniture amazing design room service order cool hotel japanese cuisine inside area vodka shots modern style heated pool recommend this hotel spa area relaxing weekend
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Reviewed January 21, 2018 via mobile


Roomers is The best hotel.
In Baden Baden,
The location five minutes from the center ,the service outstanding,
great Japans Restaurant.
the SPA very good and Relaxing.
Thank to David the Rooftop bar is excellent good atmosphere very good food very good cocktails
he is very professional and kind
Without doubt I will be back to Roomers Hotel

Date of stay: January 2018
Trip type: Traveled solo
1  Thank mazalk3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Roomers_BadenBaden, other at Roomers Baden-Baden, Autograph Collection, responded to this reviewResponded January 24, 2018

Dear mazal k,

Thank you so much for your great review on tripadvisor.
We are more than happy to hear that you had a great time with us at the Roomers and that we will have the pleasure to welcome you back soon. Of course David was very happy too, to get such a great feedback. Thank you very much.

We wish you all the best - and see you soon,
your Roomers Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 2, 2018

Our stay at Roomers in Baden-Baden, despite the fact that the hotel is beautiful and most service staff were friendly to us, is one of the worst experiences I have ever had. This experience can be summed up by their unwillingness to solve any problems and accept ant responsibility. In other words, “there is nothing we can do”.

First, we booked an taxi with the hotel – we were told that we would need a bigger car since we are 4 people, and that car would cost 400 euros. We had no objections and chose to book this with the hotel because we imagined there would be better service and security by doing so. Yet, when we arrived to the airport we were greeted by a car that could barely fit 4 people and was only able to fit 3 out of 4 of our bags. The driver said “impossible,” and went to sit in the drivers seat making no effort to help us at all. So, we were standing in the cold rain very confused. Luckily, one of us had skype credit and was able to call the hotel to inform them of this situation. They then called the taxi company, who then spoke with us to say that our excess baggage would be transported with another taxi at no cost to us. We obliged and took the taxi – we thought that the hotel had responded really well to a situation that could have been very complex.

However, the day after we called to confirm that our taxi going back to the airport was going to be a bigger car that could fit our luggage. That is when Philipp, the guest relations manager, informed me on the phone that I would be charged 300 euros for the extra taxi carrying our luggage. On top of that, he accused me and my family of lying about the ability of our bags to fit the taxi. What reason would we have to lie about that? He told us that there were 300 euros “in the room” that would someone would have to pay for and there was “nothing he could do” regarding the extra cost to us. This is all considering we were explicitly told that we would not be charged for this at the time. An email to the general manager about this situation yielded the same “nothing we can do” attitude, as he said it was the transport agency that was responsible/ charging us the cost. We ended up paying 160 euros after getting sick and tired of arguing with someone who kept saying there is “nothing he can do” and accusing us of lying over and over… Mind you this is the guest relations manager…. So much for that.
Second, the thermostat in our room was hot by our standards (24C). We called to ask them to adjust the temperature at around 9PM and they said it would be cooler in about 20 minutes. The temperature never changed and we woke up hot in the middle of the night. We called again to ask and they said the thermostat was broken and “there was nothing we can do because the rooms are fully booked”.
Third, probably least important but still important - the hotel wifi is spotty and best. We couldn’t even watch a Netflix movie the whole way through without getting disconnected at least 15 times. There aren’t many TV channel options in English either.
Overall, I felt that a potentially great hotel experience was tainted by such a poor attitude toward customer satisfaction. In a top class hotel you expect that customer service will work hard to ensure you have an excellent stay not voluntarily piss you off by charging you a small fee less than 5% of what you ultimately paid to them. They made the choice to pocket 160 euros over having satisfied customers, and it never felt like they cared about our happiness during our stay there.
I cannot (and won’t) recommend this hotel for any of my friends to stay at. It is probably the worst customer service experience I’ve ever had at a hotel – never have I ever felt so unwelcome at the place and never been so eager to leave.

Date of stay: December 2017
  • Trip type: Traveled with family
    • Location
    • Sleep Quality
    • Service
6  Thank thaitraveler111
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Roomers_BadenBaden, Roomers Team at Roomers Baden-Baden, Autograph Collection, responded to this reviewResponded January 5, 2018

Dear supafam12

Again we would like to extend our sincere apologies, as our General Manager already expressed in his email to you:

******
Dear XXXX,
Firstly I like to wish you and your family all the very best for the new year 2018 and hope overall you had a great time in our hotel celebrating New Year in Baden-Baden!
I regret that I missed you upon departure this morning to speak in person to you and understand that this leaves a bitter taste for the overall experience this time.
Kindly except my sincerest apologies for the chain of occurrences that added up from the transfer booking to the initial pick-up.
We will ensure that our communication with guests and third party service providers will be improved to avoid such cases in future, as our Guest Relation Team must rely on the statement of the limousine company as you rightly can expect from us. This is what I believe our Guest Relation Manager tried to explain rather than finding excuses or trying to rip you of.
Certainly there is no doubt that our complaint management can be improved and regret that the shortcomings of the service provider fall back on us in such a way.
Dear Mrs. XXX, the charge for the taxi is not us, we are executing on behalf of the Limousine provider, so there is no benefit for the hotel at all. Despite the car which was to small, a bigger car would have cost also more. The agreement to take an additional car/ taxi was without our involvement , if the driver offered an additional car without agreeing any charges or compliments prior then this was wrong and cannot be absorbed by us. We will discuss the matter with them and ask them to refund the money to you respectively to contact you directly.
Once again my sincerest apologies and rest assured that I will take the needed actions to improve our services in future.
Kind regards
Marcus Scholz
General Manager Roomers Baden-Baden
*******

As there seems to be a misunderstanding, please be reassured that we did not ‘pocket’ the 160€ as they occurred the third party service provider directly and have not been beneficial to us.

Nevertheless thank you very much for your feedback, as this has helped us to address the shortcomings in the communication between us and our service provider and will help us to eliminate any issues for other guests in the future.

Kind regards,
your Roomers Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 1, 2018

We used our Marriott points for a one night getaway without the kids. Some well-traveled friends had recommended this hotel to us. Roomers exceeded our expectations even after their wonderful review. It is so tastefully decorated and designed, the rooms are sleek yet comfortable, and the hotel staff are friendly and helpful. We stayed on the 4th floor and walked right into the spa area (without using the elevator) in our fluffy bathrobes and slippers. It was quiet and rejuvenating. The massage therapist was highly professional and skilled. The breakfast was very extensive, but I wish we had seen the price before we ate, because I would have treated it like brunch instead of just having fruit, coffee and a pastry.

Date of stay: December 2017
  • Trip type: Traveled as a couple
    • Value
    • Sleep Quality
    • Service
Thank happygringa74
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed December 10, 2017 via mobile

Pros
- modern, trendy hotel with great furniture and decor
- very friendly and obliging staff, Annabelle from room service was particularly good. She was able to source an item that wasn’t available on the room service menu but was on the lunch menu.
- reception staff were very obliging and friendly
- restaurant is exceptional - food was superb (loved those summer rolls!) and menu extensive.
- rooftop bar was trendy and very good
- room was perfect, couldn’t fault it.
- easy to get to from Bahnhof. Although not central, it’s an easy 10minute walk to the centre

Cons
- the wellness area is quite small and the position of the whirlpool bath is such that the people lying on the lounges have full view so not so private.
- the quiet area only has 2 lounges and there is no way for others to know it is occupied so guests kept going in and out of the room which can be disruptive.
- the bar in the ground floor was excellent with a happening atmosphere but it was a shame that it was a smoking bar - they should perhaps move the smoking area up to an area in the rooftop bar.

Highly recommend and would definitely stay again.

Date of stay: December 2017
Trip type: Traveled with friends
Thank CRML
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Roomers_BadenBaden, Roomers Team at Roomers Baden-Baden, Autograph Collection, responded to this reviewResponded December 14, 2017

Dear CRML,

Thank you so much for your detailed feedback on tripadvisor. We are glad to read that you enjoyed your stay with us and that you had a great time.
We are looking forward to welcome you back at the Roomers soon.

All the best,
your Roomers Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed November 11, 2017

This is one of the best hotels in the world, ever!
It's brand new, and built in a very fancy and even artistic way.
Everything was excellent: the breakfast, the spa, the rooms.
You would need ten minutes to walk to the city centre, but it's in a very good position: just opposite the opera house.
We didn't try the restaurant in the evening because it serves Asian food which is not our cup of tea.
We can't wait to be back.

Date of stay: October 2017
  • Trip type: Traveled as a couple
    • Value
    • Cleanliness
    • Service
Thank giod213
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Roomers_BadenBaden, Roomers Team at Roomers Baden-Baden, Autograph Collection, responded to this reviewResponded November 23, 2017

Dear Ian B,

what a great feedback. It is a pleasure to read that you entirely enjoyed your stay with us. Your feedback makes us very proud and has been shared with the team immediately. Thank you so much. We are looking forward to welcome you back at the Roomers soon.

All the best, your Roomers Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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