I had a deeply distressing experience at Hotel M18 on Meinungsgade 18 in Copenhagen on May 21st.
I arrived around 10 PM and had received an email with the check-in code (xxx) to retrieve my room key from the key box. However, the key box required four digits, and the code provided was only three. I spent a long time trying combinations without success. Two fellow guests from Greece also tried to help me and confirmed the code did not work.
I called the hotel multiple times using the phone number provided and sent messages through Hotels.com as instructed. To this day, I have received no response – no call back, no message, nothing.
By 11:30 PM, I had no way to access my room and no one from the hotel to contact. I tried other hotels, but they were either closed or full. I was alone, on the street, without accommodation, and feeling extremely unsafe. A complete stranger overheard my conversation and kindly offered me a place to stay – otherwise, I would have been sleeping outside.
This was a completely unacceptable situation, made worse by the hotel's total silence and lack of accountability. I have documentation of the incorrect instructions, photos of the key box, call logs, and witnesses who saw what happened.
I have requested a full refund and compensation and have still heard nothing. I am now preparing to escalate this through official consumer complaint channels.
Avoid this hotel at all costs.