Edit: I had to downgrade the rating.

I booked a room in Renaissance Düsseldorf via Marriott website. Unfortunately it was my mistake not to pay attention that my saved AMEX card in the profile was used to pay, while when paying with Visa, I should have a complimentary breakfast which otherwise would cost 20 EUR.

Unfortunately the front office manager insisted not to rebook on my VISA card, so that I don't get a comp breakfast. He insisted that it was prepaid rate so that it can't be changed. Actually, it's not that he can't change it, he just didn't want it so that I would have to pay extra for breakfast. Technically, all credit card transactions are reversible via POS-Terminal and it's just a matter of accounting paperwork to refund and charge on different card as the hotel doesn't suffer any disadvantage - they still get the full rate and actually even better as VISA merchant fee is typically way much lower than AMEX, especially in Germany. Called Marriott CSR in the US and they said the same thing but unfortunately they couldn't do anything either if the hotel doesn't want to - although I don't blame Marriott for this.

Room upgrade was not given either, the reception cited that they wouldn't provide any Gold member to suite upgrade (stick to Marriott rule only). As an extra insult, they said it is possible to (pseudo)-upgrade to "family room" which is not larger - which just means then there is no real upgrade. The room itself is just standard, quite OK but nothing special. The bathroom was old but at least it's clean. Room temperature during the night was too hot, I didn't really fancy it t.b.h. Here's the thing: when it comes to money, they are quite strict and pedantic with rules and so on, but when I asked for feather pillow in advance, they didn't pay attention for this and has to be delivered afterwards.

Room rate was typical low-season 60 EUR. But given the sturdiness of the manager, I wouldn't stay in this hotel ever again. The fact that they only gain mediocre ratings in several booking sites in comparison to another 4*-Hotel in the region might be explained by the way they hardly treat customers - no satisfaction guarantee as promised. Maybe in the future they would better go to Accor or similar chain. But I'm done with Renaissance Düsseldorf.

I stayed at the Renaissance Duesseldorf multiple times in the past and had pleasant experiences, but my most recent visit was a huge disappointment.

First of all, I booked a room with a King bed. I received a room with two standard beds. Despite having premiere platinum elite status, I was not upgraded. Also, in the past I was given a snack and drink each night from the store because they don't have an executive lounge, but they don't even give the drink and snack anymore. And worst of all: They didn't give me my breakfast option! They offered the option of breakfast in the restaurant or 750 points per day, and I chose the 750 points per day. I never received the 3000 points I should have received for breakfast and I never received the 1000 points for making the "Green Choice" and turning down housekeeping for two days.

The hotel was impossible to get a hold when I noticed their mistake in not crediting me my points. Finally I got through to them via Facebook Messenger. The associate who responds to the Facebook messenger assured me that management had initiated the transfer, but weeks later, they never were credited. The only way I was able to get credit was to go over their heads and write to a Platinum Liaison at SPG headquarters, who finally credited me the points that the hotel tried to weasel out of giving me.

Suffice it to say, I won't be returning to this hotel. Both the Courtyard hotels in Dusseldorf have better management and they always credit you the appropriate number of points. Also, if you are looking for a more upscale place in the region, the Marriott in Bonn is fantastic with superb upgrades and a fully stocked executive lounge / breakfast.