"It’s always a pleasure to stay in this hotel. Welcoming and trained personnel, fabulous breakfast, exceptional service. Rooms are clean, beds are comfy, everything is considered to the smallest detail. However, this time I mentioned some maintenance issues: the shower drain was clogged that caused flood in my bathroom. The labels on the shampoo and hand wash dispensers were as worn off that it was impossible to tell which one is shampoo and which one contained hand wash. Electronic scales were broken. But otherwise, it was a good experience to stay in Kempinski."

"No smiles at check-in. You must use luggage porter due to many entry stairs...we tried to keep ours due to quick dinner turn-around. NOPE! And then we waited half an hour. This was the beginning of the long wait for everything. Service was rude and slow throughout our stay. The room appeared nice, but do not take a "courtyard" view which is just a view of a lower roof and three other walls staring in at you. The towels are like sandpaper. The electric toilet makes noise all day and night. Needed an iron and ironing board? On the way out the door I asked concierge and it was never sent. She didn't smile when I walked up...just stared at me. I said hello and asked for iron, tip change for $50 Euro bill, she said yes and that was it. Came back to hotel 4 hours later and no iron in room. Called and got transferred around and then put on hold for 23 minutes (yes, we were timing by this point). Finally someone answered and said iron would be sent up. Nope! Had to go to dinner wrinkled at this point and it was there when we returned later in the night. We wanted to have a drink in the lobby post dinner and tried for 20 minutes to flag down a busy waiter. Finally took our order with formal gruff manners. An older travel wrinkled man sat down after check-in saying light dinner would be faster than room service. He waved and waved an no one stopped. He got up and shuffled up to a waiter who asked for room number and he gave it and then said he had to show his key to prove it. Frustrated he pulled key from right pocket while running left hand through hair. Thist revealed diamond studded Rolex watch and then the server bowed and said sorry, no need to find the key. The older gentleman then said "send my hamburger to my room now that you know I'm staying here." Breakfast buffet is delicious...just be sure you don't order anything from the menu or want a coffee because those aren't delivered for 30 more minutes, even with repeated check-ins with server. Check out was more of the same. I walked up and no smile "Yes" with a stare. I gave information and she repeatedly typed away never asking how our stay was and asked "print out or email." Handed it over with a tight smile...our first over 3 days. Yes, this beautiful hotel is centrally located to sites in Munich, but so are many OTHER fine hotels."

"Be very careful with this hotel. The staff are extremely unprofessional, rude, and unhelpful. We accidentally made a duplicate booking for the same guest, Mr. Edmond Zalla, for exactly the same dates. Due to a system error, the reservation was made twice by mistake. We contacted the hotel immediately and requested a full refund, as both bookings were identical and the total amount was around €530. The hotel refused to refund the duplicate booking, even though it was obvious that both reservations were for the same person and the same stay. We explained the situation clearly and honestly, but they still chose to keep our money. The staff were very rude and showed no understanding or willingness to help. We are extremely disappointed and did not expect this kind of treatment from a hotel like this. Please be careful with this hotel. In our opinion, they took advantage of an obvious mistake instead of helping their guests, and our money was simply lost. We asked them several times, but they refused to refund us under any circumstances."

"Loved our stay! Beautiful hotel in a fantastic area. We needed distilled water and Louisa from the front desk really went out of her way to get it for us. We would definitely stay here again."