ibis Koeln Airport 3 stars

Dear John, thank you very much for taking the time to share such detailed feedback about your recent stay with us. We are genuinely sorry to hear that your experience did not meet the standards you have come to expect from ibis, especially as you have stayed with the brand several times before. We are particularly disappointed to hear that you felt unwelcome and that the attitude of some members of our team gave you the impression that guests were an inconvenience. This is absolutely not the level of hospitality we expect from our team, and we sincerely apologize. We also regret the issues you experienced with the room. Regarding the room cleaning, we would like to clarify that our rooms are cleaned upon request. Information about this procedure is provided on a flyer placed on the bed. However, we fully understand that this may not have been sufficiently clear during your stay, and we are sorry for any inconvenience this caused. We are also very sorry that, following maintenance work, you returned to your room to find the bathroom light still dismantled and paperwork left on the bed. Due to the issue that had occurred, we went through all rooms together with the responsible company to ensure that everything was checked and taken care of. Unfortunately, your room was mistakenly overlooked during this process. We sincerely apologize for this oversight. We also understand your frustration regarding the towels. Having to change them yourself because the used towels were left behind is certainly not the service you should have received. Your comments regarding the behaviour and communication of our team are particularly concerning to us. We take these remarks very seriously and will discuss them with our team. Every guest should feel respected, welcome and well looked after throughout their stay, and we are sorry that this was not your experience. We also appreciate your feedback regarding the breakfast price. We understand that you did not feel that the price reflected the value you received, and we will take your comments into consideration. Once again, please accept our sincere apologies for the disappointing experience. We truly appreciate your honest feedback, as it gives us the opportunity to identify where we need to improve and to ensure that similar situations are avoided in the future. Best regards your Ibis Hotel Köln Airport

Dear Arthur, Thank you for taking the time to share your feedback with us. We are truly sorry to hear that you did not feel welcomed during your stay. Providing all our guests with a warm and friendly welcome is one of our highest priorities, and we regret that we did not meet your expectations. Please be assured that we take your comments very seriously. We will discuss this matter with the staff member involved to better understand what happened and to help ensure that this does not occur again. We sincerely apologize for your disappointing experience and hope you will give us another opportunity in the future to provide you with the level of hospitality we strive to deliver. Kind regards, your Hotel Ibis Köln Airport Team

Dear Christina, thank you for taking the time to share your feedback regarding your recent stay with us. We are truly sorry to learn about your experience at our reception desk. We completely understand how uncomfortable the situation must have been, especially as the conversation took place in front of other guests. Please accept our sincere apologies for the inconvenience and frustration this caused. We will discuss the incident internally and use your feedback as an opportunity to review our procedures and reinforce the importance of providing courteous and respectful service at all times. Ensuring that every guest feels valued and treated with respect is very important to us. We are pleased that the misunderstanding was ultimately resolved. However, we sincerely regret that the way the situation was handled left you with such a negative impression. Thank you again for bringing this matter to our attention. Your feedback is invaluable in helping us improve our service. We hope you will give us the opportunity to welcome you again in the future and provide you with the positive experience you rightfully expect. Kind regards, Your hotel bis Team Köln Airport

Dear James, thank you very much for your great review! We are delighted to hear that you felt comfortable and that our staff were helpful. We look forward to welcoming you again soon! Your Team Hotel Ibis Köln Airport