2/10 Terrible
David, London
Business traveler
Feb 16, 2025
Disliked: Staff & service, property conditions & facilities
The hotel had had an "alarm" and some rooms were not available. When we arrived from the airport (late in the evening), the hotel informed us that our rooms were not available and we would need to go check in at a hotel near the airport. No one had attempted to contact us or get in touch with Expedia. The hotel staff refused to call any hotels close to the Frankfurt Messe (we had booked beside the Messe because we had 5 days of trade shows to attend and didn't want to commute from other parts of the city). The hotel staff said that they had called hotels earlier and that all rooms were booked and that the available rooms showing online at other hotels we not actually available. They also told us it would be impossible to contact Expedia after hours because they were not open (which is completely untrue, as we later found out - Expedia is open 24/7 for support. We ended up rebooking our own hotel through Expedia, although we ended up paying £1000 more. If the hotel had done this through Expedia or if we had contacted Expedia directly, then we would not likely have had to pay more. The hotel has never followed up with an apology or any other communication. We would never risk staying at a hotel with such poor service ever again.
David
Stayed 5 nights in Feb 2025