Name: Trip Inn Hotel Ariane
Address: Hohe Pforte 19 - 21, Cologne

Good facilities, terrible customer service...

Liked: The place is very nice the beds are comfortable and clean.
Disliked: The front desk service is not good at all. We came in exausted because of our long travel, at the front desk there was a ady. She just said few words to us on the check-in (no instructions, no welcome) she asked for my name and gave me a form where she told me to sign at the bottom, I even pointed at my passport in case she needed it (since I am always asked for my passport at the front desk) she said there was no need and she pointed out for me where to sign, at that point she had a phone call and did not pay 100% of attention to us. she just said "floor 3 " and handed over the key and pointed upstairs, so we took off to rest. A few hours later she was banging the door very upset claiming the room was not ours and that it was my fault because I signed an incorrect paper. I had to pay 20 extra for a room I did not ask. I was very upset about the confusion but I was mostly upset because of her treatment towards the situation. Because we and we where scolded at as if she were my mother or so. She just kept saying it was my fault.Even thougth her only job as receptionist is to give the correct room to the correct guest. Later in the evening she returned the 20 extra, saying her boss asked her to do so. Even thougth they gave us a solution. Her management towards the situation and her temper was very bad since she was always lifting her voice and claiming it was all my fault. I told her that she should check passsports always , since In all hotels I go they ALWAYS ask for passport. and she never asked for mine. She kept saying it was my fault. so because of her handling of situations we had a very bad experience overall.Next morning because of her misinformation and not doing the check-in correctly, we did not know that the breakfast was not included. I saw on booking it was . but it is not so they will charge you extra for it. and they tell you once your done with your breakfast.