IntercityHotel Wiesbaden

The room arrangements became a major concern for us. In the morning, we asked for two rooms next to each other on the same floor because I needed to care for my mother, who has mobility difficulties. Just before giving us keys for Rooms 344 and 345, the front desk agent changed one room from 345 to 320, saying 320 had a “two-person setup.” Yet both 344 and 345 later had two pillows and an extra blanket too, so that explanation didn’t fit what we found. After more discussion, he gave us the original room. The front desk experience was also troubling. No staff greeted or acknowledged us during morning check-in or when we returned in the afternoon for the keys. We had filled out the registration form in the morning, but were asked to do it again later. We paid the city tax at check-in, then at check-out another staff member asked whether we had paid. We’re still clarifying the tax with Agoda because our booking said it was included. We understand that destinations require city tax and guests normally need to pay it to get keys. The problem was how the conversation went: the staff member didn’t listen, raised his voice, threw his pen, and said we were rude when we were asking to finish our sentences. He said, “If you don’t pay now, I will not give you the key.” Even after we agreed to pay first, he said he would refuse to give me a room key, though my family could check in, because he thought I was impolite and trying to cause trouble. A pilot waiting behind us became impatient and directed his frustration at us without knowing the whole situation. The agent didn’t clarify or calm things down, and his attitude made it worse. At that moment, it genuinely felt to us as if all the white guests were siding against the Asian guests. We know that’s a serious thing to say, but it reflects how it felt from our perspective. The agent was Mark S. If the hotel has CCTV, audio recordings, or system logs of room changes, we encourage management to review them to understand what happened and why we were distressed. The hotel itself was simple, clean, and generally well maintained. The facilities weren’t a major issue, though there were only about 10 pieces of tissue, and water tended to splash outside the shower area. We know this isn’t a luxury hotel, and lack of greetings alone wouldn’t be a problem. What made things confusing was the poor communication between staff. We don’t want compensation, just basic courtesy and assurance that future guests won’t be treated the same way. We’ll raise the matter with the hotel’s head office. When we asked for the front office manager, the agent said, “No worries, I will talk to him myself and he will understand.” That gave us the impression he thought everything would be fine from his point of view, no matter what guests reported. At a similar price, we’ll likely consider Ibis or Best Western in future, where service seems more consistent and we can expect basic respect and fair treatment.

On 27 Oct, around 9.30-10.00 am near room 223, the female housekeeping staff on the second floor were shouting loudly while cleaning nearby rooms. I was trying to rest after work, but the noise woke me and kept going, so I couldn’t get back to sleep. I don’t understand why they were allowed to talk and shout so loudly while guests were still resting, or how they were trained.

The room was clean and comfortable, and the place was very neat. There was liquid soap, shampoo, and body wash in the bathroom, rather than small single-use bottles, presumably to reduce waste. The hair dryer worked well, and the room had tea, instant coffee, a bottle of water, a small fridge, and a safe in the closet. The restaurant food was good, too. Staff were friendly and did a great job accommodating passengers from delayed and cancelled flights at Frankfurt Airport. It’s about 50 yards from Wiesbaden Hauptbanhof, hard to miss.

I want to thank the receptionist on duty on {marina } for being so professional, warm, and supportive. I was anxious and uneasy, and she listened without judging me and showed real empathy. Her emotional support went well beyond what I’d expect during a hotel stay. She made me feel safe and cared for, and handled the situation with kindness and understanding. I hope management recognizes her service, because it made a real difference to my experience.