B&b Hotel Saarbrücken-hbf in Saarbrucken

Worst self check in hotel over!

Where do I begin… We booked for 2 nights from 31.10 - 02.11. We arrived later than the opening time (reception closes at 10pm). Shortly before 10pm, we received a call from the receptionist and received the code per SMS and email for the self check in. We arrived there, put the code at the main door, entered and went to the room 205. The door lock mechanism was broken. Tried for a few times, didn’t work. We went down to the reception area/self check in machine, to double check and received the same code. Went up and tried again, no success. We went down to the reception area again and there was a group of gentlemen sitting there. We asked them if we did something differently. They helped us search for any phone number to call and found on their website. It was the hotline number which was available until 10pm only. One of them went up with us to check. Still no success. We tried for his room, the difference was there was a ‘beep sound’. For room 205, no sound. How, how on earth you want to provide a self check in service when the service is broken? 😡 We decided to go to other hotel and came back the next morning to file the complaint. The 2 persons in charge were an intern and less experienced employee and they could not help us much. They promised to inform their colleague for the afternoon shift and told us to come again later after 4pm. (We had other things to do and now unnecessarily had to go back and forth for a problem cause by someone else. Great!). We still came back and guess what, the receptionist in the afternoon was not informed at all. So, we had to explained for the THIRD TIME! Her first question/statement was there is an emergency phone call outside of the main door (outside the reception area). How on earth would we find it? We were already inside at the reception area. Her first try to put the blame on us. She said, since we have already checked in, so it was not a free cancellation (Her second try). Our defence: Again, this problem is not from us. If the door perfectly functions as it should, we would not be having this conversation at all. We asked her to clarify with the manager. After she talked to the manager, it is decided that we will get refund for the first night (We are waiting for this) but not on the second night. Fair enough since it was our decision not to stay. After that, for the third time, she tried to put the blame on us by saying that we did not pick up the phone call, so from that moment it was our fault. Yes, we did miss your call but we returned the call before you finished your shift. That’s how we got the code per SMS and email. When we showed the phone call history (see photo), she was silent. We don’t understand why the need to point the fingers on us when from the very beginning the problem was your room’s door. Please put the emergency phone number inside at the reception area. At the moment of emergency, the least you want to see is a manager’s name that is not even present to support you. And stop blaming your customers and running away from the responsibility. To the three gentlemen, thank you very much for helping us. At a moment like, every like help is very much appreciated. Thank you!

To the hotel management: please do better and improve your so called self check in service and ensure all your facilities function properly. To the rest who are considering to book this hotel, please stay away and choose other hotel nearby. Lastly, we are waiting for the refund of our first night.

Really bad place, my father and me( in 2 différents rooms) found the toilet REALLY DIRTY , rest of the room was kinda ok but still with dust all around. When i went to the receptionist to ask him to send someone to clean the toilet , at the begin he told me that he could just change my room the next day cause that evening i should pay more for a higer price room. I had to insist saying that it wouldn't be possible and after some minutes of conversation and me insisting came to clean it himsélf.
The breakfast its not included, but after you pay for it happens that some things (like water and juice ) are missing...its understandable thar for that price some services are missing , but its unacceptable to find a room dirty !!! i really advise to choose others places