I contacted the hotel via WhatsApp messaging on 7th September at 12:03 to informed them that I had arrived early and whether it would be possible to check- in early, or at least store my baggage until I could check-in.
I was informed that I could not check-in early, and as it is digital check-in, the hotel reception is not manned, and that there was nowhere that I could store my baggage, other than the Zoologischer Garten at the station.
I was later informed by a representative from AMC Hotel that my room was the last one to be cleaned ready for my arrival, and that it would not be ready for the guaranteed check-in time of 15:00.
The hotel were aware that I was very early, however they chose not to prioritise this for my arrival. And to make matters worse, my room was not made ready for me to check-in until 34 minutes beyond the guaranteed time. I find this to be wholly unacceptable and I’m extremely disappointed by the level of service that I received at the hotel.
I received an email at 15:34 to inform me that my room was ready for my arrival; again this is 34 minutes later than had been guaranteed in an emailed that I received. Therefore, the hotel did not fulfil their contractual obligation to me.