Schwan Locke in Munchen

We can't rate it, as we weren't able to stay. We were really disappointed that the hotel weren't able to refund our booking. We weren't able to travel to Germany at the originally planned time due to the conflict in the Middle East. Despite communicating this 2 weeks ahead of time so that the room could be freed up for someone else, the hotel stuck with their no refund policy, despite the reason for cancelling was due to a war and completely out of our control. Whilst we understand the policy, we felt the hotel lacked the customer service, human understanding and empathy. We have received much better service from other hotels. Despite requesting to cancel 2 weeks in advance, we still received messages about check-in up until the date we were supposed to.

The entrance was really confusing, especially arriving from another country at night. There’s a hidden button with instructions in German, but the text is barely readable and should definitely be rewritten. To make it more confusing, the entrance says “Bar” instead of hotel reception. I could see someone sitting at the desk, and after wandering around for a few minutes I ended up knocking on the window. That seemed to annoy him, like I was supposed to somehow know there was a hidden button (mixed in with a bunch of other things, by the way, such a sign board for a restaurant). 😕

After checking in, the room clearly felt used and not properly cleaned. The toilet paper was half used, there was an opened, empty reusable water bottle left in the fridge, and the bedsheets looked like they’d already been slept in. The bed was also very sloppily tucked, like it had just been quickly fixed after someone else used it.

Overall, it was a big disappointment, especially when you book a place thinking it would be nice because. There’s risk it will spoil your trip and mood.