Best Western Hotel Airport Frankfurt — Hotel in Frankfurt

We will start with the good – excellent breakfast and nice rooms but without daily maid service. Now the bad. We arrived shortly after 1300 hours, and the front desk told us our room was ready, but we would have to pay 30 Euros if we wished to check-in early. While we understand this policy, we have yet to ever be charged that by any hotel we have stayed at in the past and we travel frequently for leisure. So, we were able to drop off our baggage and head to Frankfurt. When we returned to check-in at approximately 1900 hours, there was a line of 8-9 people with ONLY one (1) front desk clerk. This process resulted in an approximately 35–40-minute wait before we got to the desk and another 10-15 minutes to check-in – not a happy camper were we. The following morning after breakfast, we walked by the front desk, and we counted a total of five (5) front desk personnel being available – you think someone might want to schedule a few more staff personnel on Sunday? The next major issue we had with the hotel was again the incompetent front desk staff who all seem to not know absolutely nothing about the area near the hotel or how to assist guests with how the S-Bahn ticketing works. We asked several staff members if they could recommend another place near the hotel to eat other than the hotel’s restaurant – blank stares. Not one of them could assist us other than telling us to take the train into Frankfurt. But the best was yet to come, when we asked them for assistance in what would be the best S-Bahn ticket selection to make for our early morning departure to the airport (note: it is only one stop away and approximately a 2-minute journey) we were told to buy the standard one-way ticket and not the one-stop ticket just to the airport – said that was for the bus and not the train. We ended up eating at the hotel next door to Best Western and we are glad we did. Not only did we have an excellent dinner the staff was able to assist us in purchasing the correct ticket for our travel to the airport the next day but also saved us approximately 10 Euros on the train fare. We loved staying at Best Western Hotels for many years, but this was the worst experience we have ever had with this brand. All we know for sure is we will never stay at this location again on any of our return trips to Frankfurt, I think we will stay at that hotel right next...

My family of 5 had to stay here due to a canceled Flight, staff were laughing at our situation suggesting that all 5 would have to sleep in the same room because clearly the airline made an error and that I had to go back to the airport to get them to correct it, which with 3 young kids would have been difficult to say the least, it wasn’t until I raised my voice and defended myself and my family that one of the staff called the airline to correct the error and to give us an additional room.

The on-site restaurant was an even worse experience, because they were swamped with stranded passengers from the same cancelled flight, they were very understaffed to service a restaurant, the waitress was stressed to the maximum and the bartender/runner was rude and dismissive and disrespectful, so only two front of house staff to run a bar , take orders for in house eating and take out eating since this hotel also doesn’t offer room service. I felt bad for them up until the point the waitress told my wife that this happens every day! So they are understaffed on purpose because they know that most people that are staying there are distressed travellers and have no option or means to eat anywhere else and they take advantage of it!! The full menu was not available to people with vouchers, it was only chicken and rice or tofu with rice, which is very easy for a kitchen to pump out as they just slop it onto a plate from the hot table and it’s ready to go!! A couple travellers were not happy with either of those options and left to their rooms hungry and disgusted by their treatment from the staff, Also for my 3 children I had to actually confront the waitress to have my order taken which was 3 chicken nugget and fries , which came to a total of €48!!! For effectively 3 McDonald’s chicken nugget meals that I had to fight to order! Terrible terrible hotel, abysmal and understaffed restaurant that robs distressed travellers. Our family would have been better off sleeping at the airport eating from the vending machines. The manager of this best western...

Was sent here by Lufthansa after flights being delayed over night. The location is close to the airport which is convenient and the rooms are nice. However, upon arrival, we noted that the room was very hot (30 degrees Celsius) as it was hot outside. The thermostat was flashing an error message, so I went to ask the front desk about it. The lady told me that the room should cool down over time, and that the ventilation takes some time after checking in to cool the room down. We went for dinner at the restaurant and went for a walk, coming back to the room around 3 hours later only to find the room was still the same temperature. I went back to the front and spoke to another staff member. He indicated that he overheard my conversation earlier and that the other lady had not told me the truth and that the AC was broken for the entire building and that there was nothing that could be done. When discussing with others who were also delayed on our flight, they were also told by the same staff member that the room will cool down and they just need to wait. Clearly she just didn’t want to deal with complaints. Definitely was not a good experience as the room remained very hot, and the airline did not give us access to our luggage so we had no additional clothes to change into after spending all night in a 30...