2/10 Poor
19 Jan 2025
To Insure A Bad Stay in Frankfurt
The beds were like torture on the rack. The pillows squishy. We had to ask for and carry clean towels and toilet paper from reception. The place was freezing. There was no lighting over the med cabinet so doing makeup was risky. The tub wall (to enter the shower) was so high that it was scary to climb in and out especially as the only grab bar was at sitting level so not much help exiting from standing position.
They were totally disorganized and didn’t realize we had made two contiguous reservations which should have guaranteed at least a change of sheets and room cleaning. And we were overcharged with the second reservation which we tried to rectify the minute we got the confirmation but our phone call to the property resulted in an option of cancellation and loss of 90% of the cost! Hotels.com tried to intercede but to no avail; we had to accept it or scramble for another room far away. The general manager, Manuela Martin, was nasty and disinterested in resolving the issue. She insisted on photographing my passport when we checked out, despite submitting it during check in and belligerently asked us for proof of our bookings(!) accusing us of extending our stay without payment and asked us for proof of booking as we had stated; she insisted we provide cc again, despite charging the 4day and separate 2day stays on Amex weeks before our stay and threatened to call the police if we didn’t do so. Book here at your own peril! Better yet book the Marriott next door!
Verified traveller
4-night business trip
Verified Hotels.com guest review
