Ibis Budget Aachen City in Aachen

Central, but noisy location, smoking smells in the room, check-in soso

During our stay at your esteemed establishment from December 6-8, 2025, our group occupied six rooms. We would like to commend your Food and Beverage staff for their exceptional service, characterized by their attentiveness and politeness.

However, we must express our significant concern regarding the inappropriate and unprofessional conduct of a member of your Front Office team.

One of our group members, M/M Metee Auapinyajul, paid upgraded to an Executive room with 2 bed. But the safa bed was not open upon arrival as housekeeping already left,The following morning, a Front Office representative informed us that the sofa bed in their room was broken. When we inquired about a replacement or alternative, given our booking for a two-bed room, we were told that "nothing could be done," that the sofa bed was "unremovable," and that "no other Executive rooms were available." Upon inspecting the room ourselves, we discovered that the sofa was, in fact, movable by hand. We believe that as paying guests who expect a well-maintained room, a more proactive solution should have been offered beyond a mere apology. We also inquired about the possibility of securing a connecting room, even offering to pay an additional fee, but were again informed of no availability.

Furthermore, we found the following interaction with an Accor member to be particularly inappropriate: when we asked if our two-night stay could be added to our Accor membership, the Front Office representative responded with, "Are you a basic member?" We believe such a question is unprofessional and should not be posed to any member. I said all guests should feel respected and valued. This experience detracted from pround of Accor hotels group where i used to work for over 18 years.

I, Vasuntara Napapannarai, Accor Gold Member #3081033 3236051C J