Review of a&o Düsseldorf Hauptbahnhof 2*

Avoid by all means. This hotel does not care about the safety of its guests! I am writing this review as a last resort. I have given the hotel management ample opportunity and time to respond to my complaint. No answer was received, which shows what kind of service to expect when booking this hotel. I, and my friend Miss (name private) were in rooms 614 and 617 of this hotel from 19-22 August 2022 and we are deeply unhappy with the lack of care for its guests. On the night of August 19 to 20, past midnight, we checked in and were given the key to room no 607 which, at the time, was already occupied by (name private). We opened the door and woke them up, giving them a massive shock! We apologised to them and left immediately. The incident left us deeply concerned about your hotel's security system, which doesn't work. We retrieved keys for two single rooms from the reception as no more double bedrooms were available. The service at the reception was not professional. I believe that staff has received no training to deal with such a situation. They didn't even see the need to apologise until I pointed out that an apology was the least they could do. Furthermore, they did not provide me with the contact details of the manager that I had requested and were not able to provide information about the official complaint procedure of the hotel. All I was given was an email address, which I emailed. No answer was received. The incident left us deeply distressed. We did not feel safe in the rooms allocated and had problems sleeping at night, thinking someone might intrude at any second. Nobody from the hotel followed up with us during the stay. We did not receive any official apology for what had happened. Therefore, we request a material compensation of 50% of our price. We believe that this is fair in light of the utter distress that the hotel caused.