The Charles Hotel Munich

Large comfortable rooms, great central location, extremely kind and friendly staff, very good buffet breakfast, nice spa and treatments available. But really, the best part was the staff. Always great with a smile and a genuine “welcome back” whether upon entering the hotel, the restaurant or the spa. Overall we were very happy with our choice of The Charles for our 4 night stay in Munich. The city seems to trend toward expensive for hotels and considering the cost of comparable hotels this seemed to be the best deal.

Top notch hotel property, near everything, but not in the middle of everything. Beautiful lobby, with a great bar and restaurant. The service is amazing, they make you feel at home. The rooms are of good size and have everything you need for a great stay.

The best service we have experienced in all of Europe. The hotel is elegant and comfortable and the rooms are excellent. The hotel staff and restaurant staff are welcoming, friendly, responsive and engaged. They never failed to engage personally and to anticipate our needs.

The facilities (room, bathroom, breakfast lounge) were good, though not so “special” to deserve a 5-star rating. What definitely fell short was the overall service level. Examples: 1) Even if we had prepaid our stay (2 nights), they told me they would block some money on my credit card for any other expenses, without telling me how much. When I realised that they had blocked more than 1200 euros (!), I complained. One receptionist told me they had made a mistake and they would rectify it; another one told me it would take several days to do that; yet another one told me they could not do anything until the monies were released “by my bank”. 2) My wife went back to our room early in the afternoon and found out that the room hadn’t been done up, probably because we had mistakenly left a “don’t disturb” alert on next to our front door. She asked the receptionist to have our room done and left. When we got back, at around 6 pm, the room hadn’t been done yet and we had to ask one more time. 3) At breakfast we were welcomed by a lady who walked us to our table and gave us water (good). After that, nothing: nobody came along for us to place our orders. I need to clarify that coffee and certain dishes were not available at the buffet but needed to be ordered. After some time we gave up waiting and summoned a waitress. It took some 10 mins for the coffee to arrive after we had placed our order… In the meantime, we noticed that some customers were handed menus soon after arrival, while other ones (including us) were not.The same story replicated the next day. 4) When we checked out we were asked the customary question “how was your stay?”. I replied that there had been some issues, then paused. To our surprise, the receptionist did not make any further attempt to understand what had gone wrong… My overall impression was that many staff members were inexperienced, poorly trained and “abandoned” by their management. Definitely not what I would expect in a 5-star hotel… For me the facilities were 4-star and service was that of a poor 3-star…

Booked this thru Amex FHR. I did not book the cheapest room and was upgraded to a larger with with a balcony overlooking the botanical gardens. We stayed 3 nights. The checkin process was seamless and thoughful. The room had old-world style, even thought the hotel building was built in 2007 or somewhere around there. The room had modern USB plugs to charge all of your devices. Bed was comfortable, bathroom was large, balcony was nice. Nespresso maker in room. Breakfast room was in the restaurant. Small, but plentiful buffet with egg dishes a la carte. A beautiful European breakfast display. Location is super convenient to the main train station as well the center of the city - easily walkable. Right on a park/botanical gardens, so it feels very quiet and serene. We had dinner at the restaurant. The staff were amazing, but the food was ok. The concierge team had amazing restaurant recommendations. I would stay here again.