Hellerhof Hotels, Düsseldorf

"We arrived early and were told our room would be ready by 1:00 PM. When we returned, there was a technical issue with the door, and unfortunately after about two hours the problem still could not be fixed. The wait and back-and-forth were frustrating, but I do want to give credit to the staff for how hard they tried to help. They kept us informed, made sure we were comfortable, and ultimately offered to move us to a sister hotel with a cathedral view. While the experience was inconvenient, I appreciated their professionalism and genuine effort to resolve the situation."

"It was a good stay, they arranged for a cake and balloon to be in the room when we arrived as it was my husbands birthday which is very kind. The room was clean. The access to filtered water downstairs was really good and the small children’s play area was a plus. The hotel could do with a bit of a renovation but generally in good order. The staff were generally very welcoming and helpful apart from a woman called Luisa. She checked us in and from the get go, she wasn’t very welcoming which is fine but it was when we asked her a couple of questions about getting a taxi from the city centre and about public transport that she truly showed her dislike towards us. She was most unhelpful and we were made to feel a bit stupid to be honest. "

"my disappointment with my recent stay : I have been staying at your hotel for years for business, but this visit felt very different. From arrival, I did not feel treated with respect or as a valued returning guest. I was made to feel uncomfortable regarding my room choice and was informed I could not use the sauna or spa due to the room category, which was disappointing especially as i had my wife with me this time - her first time. Upon arrival at 1am, the room was not properly prepared — there was only one towel and one hanger, and the shower floor was peeling. Throughout the stay, the staff were not cooperative and often made us feel like a burden. One morning, when I was feeling unwell, I asked for a bottle of water but was abruptly told to come and pay at reception at 6am, which was shocking . Additionally, after making time in a busy schedule to use the sauna, I found it switched off at 10:30am. We were also disturbed multiple times by aggressive knocking on the door by staff, who said it was a mistake.. Even during checkout, the knocking felt stressful and unwelcoming. Overall, the service standard has reduced significantly, which is disappointing given my previous positive experiences. I hope you take this feedback seriously and address these issues."

"Great it had a bath tube to sooth the body after a 15 h flight "

"Clean and modern room with very nice and spacious shower and bath!"

"Excellent customer care! Very clean and friendly staff"

"Good location close to the train station and cathedral. Friendly and easy check-in as I had done most of it online prior to arrival. Free water is great but only single glasses available so you do have to ferry between room and bar to get it. Room was spacious and bathroom was good with rain showers. Would stay again if I'm in Cologne. "

"Good staff, no many options of restaurants or bars"

"Rooms were good. The breakfast was great and the staff were wonderful. "