Moxy Duesseldorf City in Dusseldorf

We stayed at this hotel for two nights, and unfortunately, our experience was quite disappointing.

On the first day, the air conditioner in our room was not working. We reported the issue to the reception in the evening, but were told that there were no available rooms. What was more concerning than the problem itself was the indifferent attitude of the reception staff. They showed no empathy, did not apologize, and simply stated that housekeeping had not reported the issue, asking us what they could do.

To ensure the issue would be addressed, I personally reminded them again and provided our room number. I’m glad I did, because it later became clear that no record of our complaint had been made.

That evening, assuming the issue had been resolved, we returned to our room only to find that the air conditioner was still not working. When we reported it again, we received the same standard response: “There are no available rooms.” It felt repetitive and unhelpful, as if no real effort was being made to resolve the situation.

Since it was already late and our last night, we had little choice. Fortunately, a staff member named Fadi from the bar came to assist us. He checked the electrical panel, reset the fuses, and managed to get the air conditioner working. I would like to sincerely thank him for his initiative and helpfulness. Unlike the reception staff, he also proactively suggested a room change if needed.

Additionally, as we were leaving the hotel, we met Ms. Derya from the reception. We explained the situation to her, and she kindly apologized for what had happened. I would like to thank her as well for her understanding and professional attitude.

In summary, this hotel leaves guests to handle issues on their own unless they happen to encounter a helpful staff member. The experience feels inconsistent and unreliable, which is not what one expects from a hotel stay.