NH Frankfurt Airport West

Breakfast was good, and the breakfast staff were helpful. The room had blood stains on the bedsheet and quilt, there was no radiator for winter, and the toilets had no exhaust or ventilation. The airport shuttle costs 5€ per person. We booked it for 9am, but by 9:30 there was still no bus. After I repeatedly asked reception to call, the staff member finally called the shuttle. The response felt very casual, as if they weren't concerned that guests might miss their flights.

We booked four rooms for a business trip, hoping the hotel's location near the airport would make things convenient. It was a disappointing experience. Shuttle access is limited: there isn't a continuous service from the airport, and after the morning runs there's a long midday gap. The hotel hadn't clearly explained this, so we found out only after reaching the airport and had to pay 50 euros for a taxi. At check-in, the receptionist handed over the room cards and said a shuttle to the airport ran every half hour. The manner was cold and unhelpful. We later learned we had to register for the shuttle in advance, and if it was full we'd have to wait another 30 minutes. For a hotel that promotes its airport proximity, this should be handled better. I won't go into detail about the rooms, which I didn't think were worth the price, though people have different standards. When I raised the shuttle problem, all I got was “sorry.” That didn't undo the extra 50-euro taxi fare. For 100 euros more, I could have stayed somewhere much better and saved time and money. In my opinion, this hotel isn't worth it, and the disregard for guests' time and money is unacceptable.

I booked one night on my own as a Silver member. Check-in was quick enough, though I was asked if I'd stayed before, and after I said no, nobody explained anything further. I got a welcome chocolate and a letter about the Minor Discovery program in German, which I can't read. Room 304 was okay at best. It had the feel of a place designed for people who won't stay more than one night, so nothing needs to be fancy. The old lights flickered five to ten times before staying on. None of the outlets were reachable from the bed, so using a plugged-in laptop, tablet, or phone from there wasn't an option. The TV didn't seem to support casting, and the standard channels were limited, slow to load, and jittery. I'd received a letter listing the Discovery program benefits, including premium WiFi, but it didn't explain how to access it. I used the regular free WiFi instead, around 9 Mbps up and down, which was fine for HD video. Much of the hallway carpet had been removed, but at checkout I saw workers replacing it with new flooring, so hopefully that won't be an issue on another visit. Checkout was smooth, and there was another chocolate goodbye.

The rooms are spacious, the breakfast was superb, and there's a good gym and sauna. Staff were very courteous. It's close to the airport, with the train station and bus station nearby too. You can reach the city center by train in about 20 minutes. Highly recommend.