Hilton Frankfurt Airport — Hotel in Frankfurt

As a long-time Diamond Hilton Honors member, I’ve stayed at Hilton properties all over the world and have always appreciated the brand’s commitment to service and guest satisfaction. Unfortunately, my recent experiences at Hilton Frankfurt Airport have been far below expectations - not once, but twice in just a few months.||Back in March, during the holy month of Ramadan, I contacted the hotel twice before our stay to ask whether a simple takeaway breakfast or sandwich could be provided for the early morning meal before fasting. Since breakfast at this airport hotel starts rather late, it didn’t align with fasting times. Despite being promised a response, no one ever got back to me — and we ended up leaving the hotel without any breakfast. Disappointing, and honestly avoidable. Other airport hotels like the Holiday Inn Düsseldorf, for example, begin breakfast service as early as 4:00 AM - which is far more appropriate for early travelers.||However, what happened during our most recent stay was even more unacceptable. I dropped off my wife at the hotel around 3 PM, having already checked in online and fully paid for our room. Despite presenting both our IDs (same last name, same booking), she was denied access to the room. She was left waiting in the lobby for two hours — not even offered a glass of water or a coffee. The front desk staff showed no initiative, no flexibility, and absolutely no effort to find a solution. A quick call to the number on my Hilton profile could’ve resolved the issue in minutes.||Even worse: in any other Hilton I’ve stayed at worldwide, someone would have at least invited her to wait in the Executive Lounge to make her feel welcome. Not here. The only response she got was a dismissive shrug - no explanation, no empathy, just a cold “not my problem” attitude. Besides it was the day after my birthday which a professional staff would have recognized when checking profile or ID… but what to expect - one of the worst experiences for a long time when it comes to friendliness or customer service. Thank you but no thank you. Due to this poor treatment, I cancelled my upcoming August reservation and booked at the Sheraton instead, where I also hold status and have always been treated with care and respect. Nearby are so many Hotels that care more about their customers so I won’t waste my money at this Hilton at Frankfurt Airport anymore. ||It’s sad to see a property that relies so heavily on its convenient location forget the very values that make Hilton a trusted name: hospitality, flexibility, and service. I truly hope management takes this...

This place was absolutely terrible. Even if your room is available before check-in, you have to pay 50€ if you want to check in early. After we checked in, we found the room to be very warm. I turned the thermostat down to a cooler setting and turned the fan up. After an hour had passed and it was still unbearably warm in the room, I checked these reviews to see if other people had had a problem with the temperature or if this was a one-off case. Turns out, if you search these reviews for "hot" or "air conditioner," you will see many complaints about how hot the rooms are. In one review, someone said they asked for a fan, and that helped. I called the front desk and said it was very hot in my room and asked if they had a fan I could use. The woman at reception told me I could make my room cooler by turning on my air conditioner. I said, yes I know and I had turned it down over an hour ago and it was still very hot, and that I had now seen reviews where this was a common complaint, so I assumed it was likely not going to get any better. Her response was that they can only cool to the German standard of 16 degrees, not to the "American standard." I don't know if she has ever been to American, but our "standard" is more like 22-23 degrees, so this was just a silly gaslighting comment. As if my room air conditioner was blowing out at 16c and I was still complaining. What a ridiculous thing to say, especially when there have been so many complaints before mine. I find this dishonesty incredibly rude. They also have one of those weighted minibars where if you remove anything, you are immediately charged, meaning you can not use the minibar to cool your own items.

I hope I never have to stay at the Frankfurt airport again, but if I do, I will stay anywhere other than the Hilton.

Be aware that the Hilton and the Hikton Garden Inn are different, though right next to each other. I did read one review where someone had said their room in the Hilton was so hot that they left and booked a new room at the Hilton Garden Inn, and reported that the ac worked wonderfully there. I can't verify that of course, but if you specifically need to stay at a Hilton because you have points or something, better to take a chance on the Garden Inn. I myself will be avoiding all Hilton properties, and have learned my lesson to always search "air conditioner" or "hot" on google and tripadvisor reviews when looking to book a room...

As a long-time Diamond Hilton Honors member, I’ve stayed at Hilton properties all over the world and have always appreciated the brand’s commitment to service and guest satisfaction. Unfortunately, my recent experiences at Hilton Frankfurt Airport have been far below expectations — not once, but twice in just a few months.

Back in March, during the holy month of Ramadan, I contacted the hotel twice before our stay to ask whether a simple takeaway breakfast or sandwich could be provided for the early morning meal before fasting. Since breakfast at this airport hotel starts rather late, it didn’t align with fasting times. Despite being promised a response, no one ever got back to me — and we ended up leaving the hotel without any breakfast. Disappointing, and honestly avoidable. Other airport hotels like the Holiday Inn Düsseldorf, for example, begin breakfast service as early as 4:00 AM — which is far more appropriate for early travelers.

However, what happened during our most recent stay was even more unacceptable. I dropped off my wife at the hotel around 3 PM, having already checked in online and fully paid for our room. Despite presenting both our IDs (same last name, same booking), she was denied access to the room. She was left waiting in the lobby for two hours — not even offered a glass of water or a coffee. The front desk staff showed no initiative, no flexibility, and absolutely no effort to find a solution. A quick call to the number on my Hilton profile could’ve resolved the issue in minutes.

Even worse: in any other Hilton I’ve stayed at worldwide, someone would have at least invited her to wait in the Executive Lounge to make her feel welcome. Not here. The only response she got was a dismissive shrug — no explanation, no empathy, just a cold “not my problem” attitude. Even when I asked two hours later for a reason the response was the same attitude.

Due to this poor treatment, I cancelled my upcoming August reservation and booked at the Sheraton instead, where I also hold status and have always been treated with care and respect.

It’s sad to see a property that relies so heavily on its convenient location forget the very values that make Hilton a trusted name: hospitality, flexibility, and service. I truly hope management takes this...