mk | hotel frankfurt

The hotel was clean, which we appreciated, but the customer service was really disappointing. On Wednesday night, October 1st, before a late check-in, I called with a few questions. The person seemed inexperienced and unhelpful, then hung up in the middle of our conversation. We had reserved parking for five days and four nights. Around 7 PM on Thursday, October 2nd, we arrived and rang the garage bell several times, but nobody answered. We called customer service repeatedly with no luck. About an hour later, someone finally picked up and said staff hadn’t been at the front desk. That’s unacceptable. When we called again to ask for the gate to be opened, they hung up on us again. This is not the service you expect from a hotel. Staff need proper customer service training, especially whoever was on duty those two nights.

The location is great, but beyond that, things weren’t so good. The hotel itself is decent, though the pillows are terrible, so bring your own if you stay. Check-in was a nightmare too: you have to enter personal details on a big screen out on the street, where anyone passing can see them.

The staff I met in person the next morning and on WhatsApp were friendly and tried to help. They arranged a room change quickly and without fuss, which helped after the first room had no chair, poor cleanliness, and a strong tobacco smell. Still, the second room’s door didn’t feel secure enough for me to fully relax. Check-in was another problem: after 2:30 p.m. there was nobody at the front desk, and the automated system failed to make a room key, so I had to wait around. They also don’t store luggage after 2 p.m. on checkout day, which is inconvenient if you have a late train or flight. Pleasant staff aside, unreliable front desk service, uneven room quality, and the limited luggage option make this hard to recommend without significant improvement.

The room was a sauna because the thermostat was broken, and there was blood on the bathroom floor and towels. Getting help was awful. Everything goes through an AI chat, and when you complain it switches language and connects you to people who take half an hour to respond and still don’t help. The hotel is run virtually, with nobody on site most of the time. The online system for the main door fails and can leave you locked outside; there’s no one at reception, and the intercom reaches people who don’t answer, understand, or help. Phones inside point to numbers that don’t work. Most rooms are reached by hidden, unmarked lifts, the main lift doesn’t go up, and the main staircase won’t let you access floors above the second. Horrible experience. Avoid this awful, dreadful hotel at all cost.