Nikos P.
Google
We booked two identical “Komfort Apartments” at Hotel Metler in Nuremberg for the period December 11th–15th, one for two people and one for a single person.
The apartment we stayed in as a couple, although not fully matching the photos, was at least comparable and something one could accept, considering the high price.
The second apartment, however, had absolutely no relation to what we had booked.
In reality, it was clearly an accessible (disabled) room, which was charged as a Komfort Apartment.
The layout was highly impractical: a long corridor approximately 1.5–2 meters wide and a wall recess where the bed was placed, accessible only from one side. In the case of two guests, one person would literally have to climb over the other to get out of bed.
The bathroom was a standard accessible bathroom, with no shower cabin, only a curtain.
This is not a Komfort Apartment and certainly does not justify the same price.
During the booking process, we had requested a single room and were informed that single rooms were not available, but that we would be given the same type of room. This clearly did not happen.
Upon arrival, we were asked whether we wanted daily housekeeping, and we confirmed that we did.
No cleaning was done on the first day. After complaining, the room was cleaned on the second day, however the beds were not even touched — fortunately, we made them ourselves.
Only after repeated complaints did housekeeping start to be done properly on the following days. In other words, basic service was provided only after pressure, not as a standard.
When we requested a room change, we were politely told that no other rooms were available.
We complained again the next day. On the last day of our stay, we were informed that a room change was finally possible — which was pointless, as we were checking out.
Given that the reservation was made already in September, this issue should have been addressed from the very first day.
Charging an accessible room as a Komfort Apartment is unacceptable.
To be fair, the breakfast was good.
If the apartment we stayed in as a couple can partially justify its high price, the second room certainly does not.
Warning to future guests:
If you book a “Komfort Apartment”, make sure to request explicit confirmation of the exact room type and layout. Otherwise, there is a serious risk of receiving something very different from what you paid for.
