Upon check-in at the IntercityHotel Graz, we were given a dirty room (519) full of hair, lint, stains and streaks. As a result, we had to change the room in the late evening, which brought no improvement: the new one (529) came with stains in the bed linen and a purulent-red excrement on the curtain in front of the window to the bathroom (see photos). All of that amidst a global pandemic, when hotels vie for guests with sophisticated hygiene protocols and an extra portion of cleanliness should be a matter of course.

The "complaint management" made things even worse. At the suggestion of the (snappy) receptionist, we sent photos to the hotel management during the night. In the morning, they woke us up by attempting to call us. The hotel manager, Mr. Willensdorfer, then sent an email suggesting a personal meeting. Since we were in Graz for two nights / one day only, we replied that we would rather invest our tight time budget in the actual purpose of our stay (sightseeing and visiting relatives). We informed the receptionist about this as well and emphasized that we could be reached by email. The lady assured that she would report this to the management.

What happened? Nothing. No reaction whatsoever. No more email, no reimbursement of any kind, not even the offer of a free breakfast or a simple drink at the bar - and above all: not a single word of apology.

As a consequence, we will definitely avoid the IntercityHotels chain in the future.