The Wellem Düsseldorf

Dear Hyatt Guest Relations Team,||||I am writing to formally raise serious concerns regarding my recent stay at Wellem Hotel, a Hyatt property. I do so with considerable disappointment, as the experience fell far below the standards I associate with the Hyatt brand.||||From the outset, the service was unsatisfactory. At check-in, we were provided with our room number in a curt and unwelcoming manner, without any accompanying information regarding the location of the room, directions, or the hotel’s facilities such as restaurants or bars. No proactive service or orientation was offered, and clarification was only provided after I explicitly asked.||||Upon entering the room, it was excessively hot, to the extent of being uncomfortable. In addition, the room lacked a duvet or blanket. I attempted to contact the front desk by telephone but received no response. When I went to reception in person, I observed staff members engaged in casual conversation rather than attending to the phone. I explained the situation and was informed that nothing could be done about the room temperature and that I should simply open the window. When I requested a duvet, I was told that none were available. I then asked whether the hotel was in fact a five-star property, to which the response was that it was “not really,” and more accurately described as a four-star hotel.||||Regrettably, this level of service persisted throughout our stay, which fortunately was limited to a short weekend. The room was not cleaned during our visit. After notifying reception, we were assured that housekeeping would be informed; nevertheless, the room was never serviced. We also requested fresh towels, as we had been using the same towels throughout our stay, but these were never provided.||||I have photographic documentation showing the dust and overall condition of the room, should this be required for further review.||||Given the above, I find it deeply concerning that this property operates under the Hyatt brand. While the location of the hotel is indeed favorable, the service level and overall experience were more consistent with that of a three-star hotel, despite pricing and branding that suggest a significantly higher standard.||||I would appreciate your acknowledgment of this matter and information regarding how Hyatt intends to address these shortcomings.

We had a terrible experience at this hotel. It started as soon as we checked in. The person was obviously training so it took a good 10 minutes to even get past the basic check in process. Then we got to the room. It wasn’t much better. Pretty unclean, a half used toilet roll. We thought we’d go to the bar. The service was awful. We waited 22 minutes to get served (it wasn’t busy) and then when we were served the right drinks didn’t turn up. We waited over 50 minutes for water. He just forgot! We cancelled and paid and went to our room. Then we ordered room service. We called at 9.45. We were told the kitchen was closed even though the menu said that food was served to the room until 10pm. He was quite rude but eventually agreed to make some simple food. One hour later? No food. So I went to front reception. Apparently they called to tell me that they couldn’t make any food but another fawlty towers moment, the phone is actually broken so we couldn’t get the call. Of course they could have knocked on the door but they didn’t. But that’s fine. They have 24 hour service and a limited menu after 10pm. So I’ll order something even simpler. No. They don’t. The menu and their website says it’s 24 hours but unfortunately it isn’t. We paid £271 for a single night. The hotel looks beautiful and it’s in a great area but no, don’t come here. The staff are unpleasant, the rooms are not worth the money, the service terrible le and if you want anything, forget it.

Wellem Hotel, a Hyatt property I am genuinely astonished that this hotel is part of the Hyatt group. How it meets Hyatt’s standards is, to me, a mystery. This was, without exaggeration, one of the worst hotel stays I have experienced. The issues began at check-in. We were given our room number in a cold and dismissive manner, with no information whatsoever about how to get to the room, where it was located, or where the hotel’s restaurants and bars were situated. No guidance was offered at all, and I had to ask explicitly before any directions were provided. Upon entering the room, it was uncomfortably hot — comparable to a sauna — and we discovered that there was no duvet or blanket. I attempted to contact the reception by phone but received no answer. I therefore went down to the front desk, where the staff were standing together chatting and joking instead of answering the ringing phone. When I explained that the room was excessively hot and that we were missing bedding, I was told that nothing could be done about the temperature and that we should simply open the window, which I found quite remarkable. When I asked for a duvet, I was informed that none were available. At this point, I asked whether this was truly a five-star hotel, to which I was told that it was “not really” — more likely a four-star property. Unfortunately, this level of service continued throughout our stay, which thankfully was only a short weekend. The room was not cleaned during our visit. We informed the reception, who said they would notify housekeeping — however, the room was never serviced. We also requested fresh towels, as we had been using the same ones throughout our stay, but no replacements were ever provided. I have photographic documentation of the dust and overall condition of the room, which I will spare you here. Whatever you do, I strongly advise against booking this hotel. While the location is good, you would be far better off choosing another hotel at a lower price point, as the level of service here is more in line with a three-star hotel.

Beautiful hotel, which feels like a palace. Great location, easy to reach. Quite, but spacious, perfect for any business or special event, or simple overnight stay. Service was friendly and professional, many compliments for the restaurant, which prepared unique menu on a special request. Live piano music at the lounge in the afternoon, nice bar downstairs and beautiful staircase as a highlight.

To be honest - the best place to stay in Düsseldorf. Especially if you have a small family and you are looking for a luxury accommodation directly in the city center. The service is fantastic and the rooms are spacious!

Fantastic stay, special mention to the bar staff and the lady who runs the breakfast service. Between them they made our stay really special

One of the best hotels in Düsseldorf. Great service, great room, delicious food for breakfast, and definitely one of the best bars in the evening

Best hotel in Düsseldorf. The Hotel is in the middle of the old city, Alt Stadt. So one does have to walk too far to visit the best drinking places like Ürige, and Schumacher.

Wow, what can you say about this amazing place. Had a last minute stop over in Dusseldorf for a meeting and wanted to find a place in the Andreas Quarter of Dusseldorf as I really like the restaurants and attractions. This Hyatt House was renovated out of an old court house and caters to the Andreas Quarters art scene. There are plenty of theater productions and art galleries a plenty, plus there are two amazing restaurants right inside. The piano bar is amazing with such a great lounge feeling. When you walk in the lobby is MASSIVE but so well decorated to make you feel at home. Little areas to sit and read the many books provided, gorgeous artwork to look at, stunning architecture...the list goes on. Oh, and the rooms are massive and priced perfectly, and their brand news, super cozy, and best of all quiet. Staff is top notch and accommodating to all the request you may have. Breakfast is fantastic, the Gym is big...nothing more to say, this place is really really good and I put it at the top of the list. If you do stay here, I recommend an early morning stroll down to the Rhein River along the quarter and take a look at all the plazas and squares in the early morning hours before everything starts to move, absolutely breathtaking with all the public art.