18Arts Hotel - Living in a Gallery!

Wonderful little boutique hotel! Rooms are named, not numbered. Artfully decorated to the smallest detail. Comfortable bed, & a real fresh flower in a small vase of water in the bathroom, and not only a hair dryer (with attachments), but a flat iron too! The front desk staff were very nice. Highly recommend! The only negative was the door to The bathroom was glass and my husband forgot it was closed and ran right into it! I safety hazard, I think. I suggested to the front desk that they put stickers (I’m sure they can find artsy ones) on the glass at eye level. An other couple checking out agreed.

We knew that reception opening time was till 22:00 and therefore i wrote, in the booking note, "late checkin, our flight will land at 21.25".  I thought that someone was waiting for us to checkin, it was just a matter of 30min. When we arrived, around 22:30, we found the door closed, we rang the bell, but nobody was answering.  We then tried to call the hotel emergency number, none answered. Worried abut the situation, it was night and we were on the street without any accommodation.  We then went into the restaurant beside the hotel entrance and fortunately we found a girl very kind to help us. She also tried to call the emergency number without success. After 5 calls, finally someone answered the phone, but unfortunately she was not able to speak English. I don't speak German, unfortunately, and I passed my phone to the girl of restaurant that talked to the girl from the hotel emergency number. She said that our code was 888, but neither us and the restaurant girl were able to find a pin pad to type this pin. The guy at the phone did not have an idea on where this pin pad could have been. After at least 20 minutes and other 2 calls, the hotel guy told us that the pin pad was in the street close to the ring bell, something really invisible, especially in the night. We finally got the key and entered our room. Together with the key, we got a welcome letter. Unfortunately it was in German and therefore we were not able to read it. Is it a good welcome? When we entered the room, we immediately noticed that it was not very clean and the bathroom even worse. The wc was really dirty (see pictures). We also noticed that a lot of long hairs were on the room/bath floor and on the table. We also found long hairs on bed sheets (see picts). Only half roll of toilet paper was available. We could not fix our issues because in the meanwhile the restaurant closed and if we had called the hotel emergency number, we would not have been able to communicate. The following day, we talked to the receptionist and he really apologized for what happened. He also changed our room, fortunately. We have finally asked for a late checkout for the next day, since our flight is at 22:00. We requested checkout at 18:00 and expected an immediate positive answer, after all problems we had, but the receptionist said that had to ask the boss. After a couple of hours we asked again and she said that we need to wait for tomorrow morning for his answer. The next day, late checkout was denied because the cleaning staff had to clean (?) the rooms. While leaving the hotel, we saw the bed sheets were left (during cleaning service) on the floor ... without any protection and we fully understand why the bed sheets were full of hairs... Having the room not fully cleaned can happen also in the best hotels, but usually a good customer care can fix immediately the issues and maybe add something complimentary to the impacted guest, just to give a strong sign of sorry. We haven't received anyth