Excelsior Hotel Ernst am Dom

We were so excited to come to what we hoped would be a really luxurious stay as the price matched that. I have given it 3 stars against what a 5* hotel would be, this would be a good 4*. To start with positives, the room was lovely with nice linens and comfy bed. Very clean and good size bathroom albeit with a narrow high tub you had to climb into for the shower - hard if not tall and on your own. The Italian lady in the bar was charming excellent service from her, the best we encountered. Breakfast was all you would expect although coffee not good and you need it included in your rate as completely over priced. The breakfast hostess was also charming. The annoyances came with the miscommunication between housekeeping and reception. We had to ask for things several times and things were not replaced for example crockery, tea bags and shower caps. Yes little annoyances but when they happen each time you come back to the room it grates. We took out an umbrella but upon opening it later found it was full of holes - there was no apology when we later returned it and pointed that out. The worst thing is that the hotel allows guests to smoke within their roped cordon at the front door and then drop butts on the floor and take their glasses outside - giving the first impression of a hostel rather than a 5* hotel. It means the lobby smelt of cigarette smoke rather than luxury. When we brought it up we met a rather defensive well in Germany people can smoke outside, well they can in the UK too but a 5* hotel would offer guests a smoking area that was not on the carpeted front door and not allow guests to take drinks there as if it was a pub. This is not a leading hotel of the world - it could be though - so it is a shame. We have stayed in other 5*s and this just falls short.

Hotel and staff were amazing. Staff went over and beyond on every request. Wonderful place to stay in Cologne.

Location is perfect, the service is very good and the bed is very comfortable