PLAZA Hotel Hanau in Hanau

Really bad experience. On February 10th at 19:55, I sent an email requesting information about the possibility of checking in after 23:00, as my flight, along with another guest’s, was scheduled to arrive around 23:30. Unfortunately, I have yet to receive a response. Both of us completed the online check-in process prior to our arrival. However, upon reaching the hotel, we found ourselves unable to enter. The entry code provided by a sms for the parking was incorrect, and despite trying for almost an hour and calling the provided number, we received no response. The emergency contact number was inconveniently located inside the reception area, making it inaccessible until we were already inside. We attempted to retrieve our room cards from the machine in the reception area. This process worked for the other guest, although he had to re-enter his credit card information despite having received payment confirmation during the online check-in. For me, the machine charged my card again (resulting in a double payment) and failed to issue a room card. After 20 minutes of speaking with the emergency contact, I finally received a room card. Upon checking out, I mentioned the incorrect parking entry code and the double payment issue. I was informed that the code I received via message was not the correct one. Regarding the double payment, I was told that the online payment (made with an agency card) could be canceled, and the payment to my card would be retained. This solution is not acceptable as the payment was company-funded. Throughout this ordeal, I did not receive any apologies or acknowledgment of the inconvenience caused. I am extremely disappointed with the lack of communication and the poor handling of these issues. I expect a prompt resolution to the double payment issue and a formal apology for the inconvenience experienced.