Adina Apartment Hotel Frankfurt Westend

There was no real cleaning service. Our room was never cleaned, and when we asked, staff acted as if doing us a personal favor rather than their job. The place was dirty and poorly managed. The reception staff were rude, disrespectful and full of attitude. One receptionist hung up while I was still speaking. When I asked for the manager, I was told he was on leave. The female receptionist was especially hostile and unwelcoming, with no basic courtesy toward guests. What kind of management allows this? The service and attitudes were awful. This was without question my worst stay ever. Do NOT recommend it to anyone. Avoid it.

I checked in around 7 p.m. and the staff were amazing, even recommending places for dinner. I had a great meal, then came back to some nasty staff who told me to go to the front desk to fill the remote battery, even though it clearly wasn’t set up. There were random sheets under my bed, and the place was filthy with dust. It hadn’t been dusted at all. They say cleaning is by request. If they’d told me that at check-in, I wouldn’t have stayed. They give a great first impression, then seem not to care. If you want clean, tidy rooms, this place isn’t for you. I literally can’t go to bed because I’m wiping down the switches with my alcohol swabs.

The team made us feel welcome from check-in through checkout, and the breakfast was generous, fresh and had a great selection. Our modern, spacious room was well equipped, with the comfort of an apartment and the convenience of hotel service. The location is spot on for walking to shops, restaurants and key attractions. We had a fantastic stay at the Adina Apartment Hotel Frankfurt and are already looking forward to another visit. Highly recommend!

The floor manager Samantha was the one person who helped. She listened and assisted us after the front desk had repeatedly been dismissive. We eventually received compensation for the night with the blackout and a room upgrade, which we declined because moving all our things would have been difficult. We had to keep asking to speak with a manager, who was variously said to be out, at the dentist or elsewhere, and promised callbacks never came. We ended up waiting in the lobby. We felt like Karens just to get heard. We booked eight nights. When we checked in, the POS machine was down, which wasn’t the staff’s fault, but they charged the full stay and deposit together and couldn’t give us a receipt showing which amount was which. A couple nights later, there was a blackout at midnight. Staff got some lights back on, but power was still out, we couldn’t charge phones and the dishwasher was left foaming. They said help would come in the morning, but nobody came until we asked again. Room cleaning every three days was strange but acceptable given the price. We declined cleaning on our third night because we were sick and wanted to rest. Staff noted they’d return the next day, and we reminded the front desk in the morning before leaving. Nearly ten hours later, the room hadn’t been touched. They said there was nothing they could do because it was late. We asked for fresh towels while we went to dinner and were promised them, but they weren’t changed either. We raised it repeatedly and found out the staff member we’d told about cleaning hadn’t even made a note. I also sent a dress for dry cleaning. The front desk initially told me to call and they’d collect it, then the next day said I had to bring it down myself. They confirmed I’d get it back that evening. When I called at the agreed time, they said they didn’t have it and didn’t know when it would be ready. The following day, they said maybe tomorrow, my checkout date when I was leaving the country, three days after the promised date. Only after I went down and insisted they needed to find it that day did they locate and return it. We don’t expect five-star service or butler treatment, but we did expect the basic things we were entitled to, like room cleaning, the dry-cleaning deadline written on the receipt, working electricity and respectful service. We don’t recommend this property.