Frankfurt Marriott Hotel — Attraction in Frankfurt

Reservation: 98785106

We stayed here from the 30th to the 1st of January '25. We booked specially for a unique New Year's experience in Frankfurt, and we thought we had made the right choice choosing the Marriott. I get to use the Bonvoy Explorer Rate as a child of a Marriott Associate. We got a very good deal using the corporate rate. As we usually love to spend these days at a Marriot (Branch) Hotel, we thought we would enjoy a usually high standard and quality service.

I got disappointed very quickly at the reception during check-in. Two young ladies, who were two interns (I learned this by her colleagues), did give a warm welcome by welcoming us to the hotel and even allowing us to go earlier in our room. I also had a chance to send my proof of the associate form. Thank you for this.

However, she only informed us about our room number, asked us a CC, and gave us our keys. This felt very cold, pure money based, and straight to the point. We were the ones that felt a lack of general information, like the breakfast, spa, sauna, facilities, possible upgrades to which she couldn't answer, didn't know, wasn't sure or just didn't feel like informing. She let us go without offering to ask someone to bring our bags upstairs or guide us as to where the elevators were. (Which I have always had in other Marriott Branches).

Upgrades: We asked the first (at check-in) if there were upgrades possible. Her answer: " I am sorry, but with your discount Associate rate, I can not offer you an upgrade. You booked a simple room. " I felt very frustrated with these out-of-place comments. But, I kept my calm. But yes, she saw my frustration. I asked what about paid upgrades. She repeated: "No, I just can't, sorry."

Upgrade request 2: After going upstairs and discussing her response, we decided to go one more time and be very clear that we are open for the possibility of a paid Upgrade and that we would like to see what the options were. Asking for this second time, she was obviously irrated, and this time she went to the back and asked her manager, I believe. And suddenly we had two options, either an upgrade for which we had to pay 200 euros or another option for a total of 50 euro ( which was just a change of view, but the room was the same). We didn't think it was worthwhile after the poor service received and the fact that it didn't feel like an upgrade. Even worse, using the Explorer Associate rate, we saw that "upgraded" room for the same price that we had already paid.

I mentioned this two times at the reception. Nothing really happened. So, I am very disappointed at the given service. I said, " Happy New Year's to the employees, and I did not receive one back. After the second time, I didn't say it anymore.

I do want to give a mayor compliments to the guys at Champions! Thank you for serving us some beers at New Year's at 01:40. They were almost closing, and we they still let us in. Thank you! The atmosphere was super nice! Also, the receptionists from the late night shift. Thank you! Also at the Spanish receptionist who heard my complaint, explained carefully the upgrade situation and showed empathy and understanding. We felt better after this. ❤️

As of a return, I would have to think about it. However, it would not be our immediate first choice.

In room dining: We ordered two burgers. The fries were not fresh, and the burger patty was dry. But we already waited like 45 min and we're very hungry and just ate it. Total was 50 euro. 25 euro per burger. Our waiter was kind, and we...

Update (July 10, 2025): Contrary to the hotel’s response, the issue remains unresolved.

The original charge was ₹20,028.74, but only ₹19,034.19 was refunded — a shortfall of ₹994.55. In addition, I incurred ₹1,401.47 in foreign transaction fees, DCC markups, and GST. In total, this resulted in a loss of around ₹2,400, all stemming from a single stay. The lack of a complete refund or compensation is disappointing, especially from a Marriott property. While the stay was pleasant, the billing experience and accountability were not up to expected standards.

First Review I stayed for one night at the Frankfurt Marriott with a colleague, booking through the Agoda app. While the stay itself and the breakfast were good, the experience was unfortunately marred by unprofessional conduct and lack of clarity regarding billing. Upon check-in, we were asked for a security deposit, but no detailed explanation was given. After returning to India, I discovered that two separate amounts—€100 and €90—had been charged to my card. This came as a complete surprise, as we were unaware of two deposits being collected. We contacted the hotel for clarification. Marriott confirmed the €100 deposit but gave no explanation or accountability for the €90 charge, despite both transactions clearly originating at the hotel. Instead of resolving the issue, the staff simply directed us to Agoda—who had not collected any such deposit. Agoda later responded with an apology for the poor treatment, even though the issue was on Marriott’s end. Due to the lack of transparency and no one taking responsibility for the second charge, I became concerned about suspicious activity on my card and had to block it as a precaution. Though the charges were eventually refunded, the stress and inconvenience caused by this experience were completely avoidable.

Adding to the frustration, our passports were scrutinized and address details taken during check-in, only for the same process to be repeated at check-out, as if the earlier information had been misplaced. While the stay and food were fine, the professionalism and responsiveness expected from a Marriott property were entirely lacking. This experience was deeply...

My recent stay at the Marriott Frankfurt Hotel was an absolute delight, deserving of nothing less than a five-star rating. From the moment I stepped into the hotel, I was greeted with an atmosphere of sophistication and comfort that is signature to the Marriott brand.

The lounge area was a highlight of my visit, offering a perfect blend of elegance and relaxation. It served as a serene oasis where I could unwind after a day of exploring Frankfurt. The selection of refreshments and the quality of service in the lounge were impeccable, contributing to an overall exceptional experience.

The rooms at the Marriott Frankfurt Hotel were very good, exceeding my expectations in comfort, cleanliness, and amenities. The attention to detail in the room’s design and the thoughtfulness of the conveniences provided made my stay remarkably comfortable and enjoyable.Thanks To Abdul Malik who serve me well at the Lounge for the Steak and the Fries also help me with the beer,due the restaurant very crowded.

A unique aspect of my stay was the presence of numerous Singapore Airlines flight attendants, which added an interesting and vibrant dynamic to the hotel atmosphere. Among them, Ow Liying stood out for her outstanding service and professionalism. Not only did she serve me well during my stay, but she also went above and beyond by assisting me with my belongings that I had inadvertently left behind during a moment of forgetfulness. Her kindness and efficiency were truly appreciated and made a significant positive impact on my experience.

Moreover, learning that Ow Liying would be on the same flight as me the following day was a pleasant surprise, providing a reassuring sense of continuity in excellent service from the hotel to the skies.

In conclusion, my stay at the Marriott Frankfurt Hotel was nothing short of extraordinary. The superior quality of the lounge, the very good rooms, and the exceptional service, especially from Ow Liying, have set a new benchmark for what I consider to be a five-star hotel experience. I highly recommend the Marriott Frankfurt Hotel to anyone seeking luxury, comfort, and outstanding service in the heart of...