"I am writing to formally document a series of service failures, inconsistencies, and a safety concern experienced during my recent stay at IntercityHotel near the airport in northern Germany. Upon arrival, I encountered unprofessional conduct at reception. Despite the desk being empty, two staff members failed to acknowledge me appropriately, avoided eye contact, and instructed me to wait in a dismissive manner. Although self check-in machines were available, no guidance was offered. I had to identify and request to use them myself, receiving only minimal and inattentive responses. During my stay, I requested a basic item (a box of tissues) from housekeeping, which was never delivered. This reflects a failure to fulfill a simple and reasonable guest request. More concerning was the inconsistency regarding late check-out terms. I had agreed with a morning receptionist (Amy) on a late check-out until 3:00 PM for €35. However, when I reconfirmed this with the night receptionist, I was informed that check-out was only free until 1:00 PM and that each additional hour would cost €50. This contradiction indicates a lack of internal coordination and transparency. As a result, I was compelled to leave earlier than planned. Additionally, my interaction with breakfast/lounge staff was inappropriate and unprofessional. I was met with visible irritation (sighing, dismissive tone), condescending remarks regarding my order, and poor service delivery. The coffee provided was of unacceptable quality (containing grounds and served in a visibly dirty cup). A request for almond milk was handled with reluctance and discourtesy. The final remark, “enjoy your coffee,” was delivered in a sarcastic and unprofessional manner. Importantly, I also encountered a safety issue in the room: I found a piece of broken glass on the floor at the entrance of the bathroom. This represents a clear lapse in cleaning standards and poses a risk of injury, which is unacceptable in any hotel environment. While I acknowledge that the room was otherwise clean and comfortable, with good air conditioning, and that the bathroom facilities and breakfast offering met expected standards, the overall experience was significantly undermined by repeated service failures and the aforementioned safety concern. The pattern of behavior observed suggests deficiencies in staff training, internal communication, quality control, and basic service standards. This falls below what can reasonably be expected from a hotel operating under a recognized brand. I trust this complaint will be taken seriously and reviewed internally to prevent similar experiences for future guests."

"Absolutely perfect location – it took just 10 minutes from leaving the hotel to getting through airport security. Surprisingly, it was very quiet at night, even though I slept with the window open. Check-in took only a minute thanks to the self-check-in kiosks, which was very convenient. There is also a nice bar in the lobby downstairs. The only small downside was that the sauna is open only until 10:00 PM and requires an extra fee. Other than that, this is an ideal place to stay if you have an early flight."

"The hotel is literally 50 meters right across from the airport, you can't get any closer! No worries if you have a lot of luggage, there's a direct elevator. Even though it's next to the airport, the soundproofing on the windows is excellent, so I wasn't woken up by any noise. The breakfast was plentiful. The staff were super helpful, and the lady at the front desk assisted me a great deal ❤️"

"It's quite close to the airport, and the room is very large, but the table is very small, which is a bit odd. It's also strange that there's no kettle in the room…"

"It's a great place to stay.... Staff were friendly caring and pleasant, starting from the reception. Meals are very good and delicious... Rooms are warm"

"We like a lot. Absolutely choose next time"

"Hygiene: Very clean Facilities: Decent Environment: Very quiet"

"You can’t complain for what you pay here. Cleaning service every morning with friendly staff. Sometimes a bit noisy but that depends on other guests ofcourse. We stayed for three weeks and do not regret it! Other colleagues stayed at Meininger and Login hotel nearby and payed significantly more."

"A great deal for the airport. Everything was perfect — the room was modern, clean, and felt very fresh. A really pleasant stay."