Steigenberger Frankfurter Hof

This hotel fails on so many levels. However, it does have some positive points which I will also mention. First, our flight was cancelled, so we were delayed by a day. I tried several times to call the hotel, but there was never an answer. I finally emailed and asked if the reservation could be moved forward one day and that was confirmed. Second, I did not realize that you have to ask for turndown service. They only put two bath towels in your room, so if you need another bath towel at night, you have to ask for it. The room was dreadfully hot when we checked in. The bellman instructed us to turn the antiquated dial to the blue cool. We did that and the room never cooled down. So we requested that maintenance see if they could fix it. Two maintenance men came and confirmed the a/c was working. The next morning, after spending a sleepless, sweaty night - we again inquired and were told that there is no ability to cool the room as the heat was on. Our only option given was that they would put a fan in our room and open the window. Even with the fan, the room lingered between 78 - 80 degrees which was unbearable for sleeping. The other issue was the turn down service - when we found out that only suites get turndown service unless other rooms request - we requested it. Of five nights - we only got turndown service twice. In addition, my request to please have more than two towels in the room was ignored and every day, I had to call. While the bath amenities are lovely, the bottles were close to empty upon check in and we had to ask that they be filled. Plus, there was no hair conditioner and we had to ask for that. The amenity kits were all dented in our room upon check in and the single towel above the bidet looked like it was still damp. After the first day, it was replaced by two other different looking towels. Upon check out, I let the clerk know that we had notified the hotel prior to check in that our flight had been cancelled - there was absolutely zero customer service - but a flat stern no - not the hotel's fault -and we would be charged for the room, even though that was not the understanding prior to check in. On a positive note - the spa was lovely, the massage was excellent. The breakfast buffet is very good. But of all the employees who stood out and is representative of a true five star hotel (which this hotel is not) - and that was our waiter in Oscars - I believe his name was Herr E. Edward. We did not have a reservation at Oscars and wanted to have a drink in the bar first. He was kind and said - no problem, he would save us a special table - which he did. His service was impeccable and he went above and beyond. He should be commended for his excellent level of care to the guest. In closing, I would say that this hotel is resting on its historical laurels and could take some hints from luxury brands who know how to truly offer a five star hotel service to its patrons.

Excellent experience. Great location. Beautiful hotel. Friendly staff. Delicious breakfast. Comfortable bed. Very nice spa.

A beautiful hotel inside and out with lovely big room the see ie was great and the amenities lovely Room service order on the tablet super easy !!

Great location, great hotel, Excellent service. lovely food, cant find a bad thing to say about this hotel. 5star all the way.

Perfect as always! Friendly and professional staff ! The unit is complete in all respects. Very good location, lovely welcome !