Hotel NH Collection Frankfurt Spin Tower — Hotel in Frankfurt

A Cautionary Tale at NH Collection Frankfurt Spin Tower

During my recent visit to Frankfurt, I stayed at NH Collection Frankfurt Spin Tower, expecting a comfortable and secure experience. Unfortunately, my stay was marred by an incident that I believe is important to share with fellow travelers.

Safety and Security: Upon checking in, the ambiance of NH Collection Frankfurt Spin Tower promised a pleasant stay. However, the absence of visible security personnel and the subsequent theft of my personal property from the hotel premises, right smack in their hotel lobby raised serious concerns about the safety measures in place. Despite the hotel's claim of taking reasonable care, the inability to review CCTV footage promptly as they did not have an authorized personnel present then to view the footage and no hotel staff could accompany me to make the police report (which ended up with me having to go back three times as I was not able to communicate in German and the police report kept having mistakes after mistakes) left me feeling vulnerable and unsupported.

Response to the Incident: The hotel staff, while courteous, were unable to provide the immediate help one would expect in such distressing circumstances. They offered me a local phone to call the police and that was it. The response from the management was equally disheartening, as they seemed to deflect responsibility and offered little in the way of rectifying the situation. Their internal investigation yielded no results, and the communication regarding police involvement was unclear, adding to the frustration.

Customer Service: While the front desk and bar staff were empathetic and provided assistance to the extent of their abilities, the overall handling of the incident by the hotel was lacking in accountability and compassion. The offer to discuss the matter further was appreciated, but it did not compensate for the initial response and the inconvenience caused.

Overall Experience: The incident significantly impacted what was meant to be a relaxing holiday. If you are a traveler who values security and peace of mind, this experience will be a stark reminder of the importance of choosing accommodations that prioritize guest safety above all.

In conclusion, while NH Collection Spin Tower may offer a charming stay under normal circumstances, my experience has been far from satisfactory. I hope this review serves as constructive feedback for the hotel to improve its security measures including providing all their staff with better security awareness training and how to care for foreign guests caught in such situations as a cautionary note for future travelers to...

Warning: this is a short story of someone who fell victim to a ruthless, impersonal, money-hungry system.

In September 2023 I booked in a rush a room at the Spin Tower hotel in Frankfurt, for a lightning-quick business trip. I was at the hotel reception on 25/9, tired after a delayed trip from Athens, hoping to get into the room, take a quick shower and run to my meeting. How silly I felt when the gentleman at the reception told me that the reservation was for 25/12, rather than for 25/9. Without losing my calm I asked him if he could change the date of reservation for me, to which he replied that since my reservation was made through an online platform, I had to first cancel the reservation before he could proceed with a new one. I did that in a hurry, through said platform. Following that, I asked him whether he could give me a room at the same price, to which he answered "at a lower price, actually - this is low-season". Things were looking brighter all of a sudden. Alas, this did not last. Awestruck I looked at the printout that he gave me with the price quote of the room: it was nearly double the charge of my initial reservation. With goggle-y eyes I asked him what's the deal here, to which he mumbled something confusing about "the system...er...the sales...I must speak to the management" etc.

Disappointed and a tad flabbergasted from the total lack of understanding and the complete inability - or should I say unwillingness?- to help me, I told him whether they would charge me for my December reservation -which I had canceled 5' ago following his advice. He answered that they would, as according to policy they charged the full amount to any cancellations. I left the hotel mad at myself and mad at the NH Spin Tower employees. I hailed a taxi, telling them to take me to a nearby hotel.

Since then, I emailed the hotel and Booking.com a bunch of times, asking them to not charge me for that failed reservation - to no avail. Alas, they simply do not want to help. Obviously, for them, pocketing the gigantic sum of 300 euros for a cancelled reservation is infinitely more important than allowing for a human mistake and keeping a customer happy, serene, and -maybe- returning to the NH fold.

Word to the wise: building a design-y hotel is good; infusing it with some...

The Hotel NH Collection Frankfurt Spin Tower is a beautiful new high-rise hotel just southwest of Frankfurt City Centre and just north of the main train station. The hotel is in more of a residential area to the north and industrial to the south.

The front desk staff is very friendly. We arrived on Easter Sunday, and they gave each of us a bag of candy and a warm greeting. The lobby has soaring 30 feet ceilings and has a very modern, contemporary feel. There is a lobby bar and a beautiful restaurant on the first floor.

The rooms are well appointed, continuing the contemporary feel throughout. The room features a well-stocked mini bar, which can also double as a refrigerator, if needed. The coffee station features Nespresso capsules and is well stocked with 4 regular and 2 decaf capsules. The menu card lists 3 specialty genuine Nespresso flavors but the supply in the drawer has generic coffee, which was a bit strange.

The room is filled with light from the full wall of windows. The bed has quality cotton linens and comes with foam and feather-like pillows. The feather-like pillows left a little to be desired. The hotel may offer different pillow brands, but I did not ask. The bed was comfortable, and the room was quiet.

The air conditioning only goes to 20C, which is a bit warm for me, but I had my portable fan with me which made it work.

The bathroom is beautiful with a sleek shower that had a rain head and a shower wand. This hotel uses large pump toiletries, which is always better than the single use ones - bravo to them!

The area this hotel is located is more industrial than I would prefer which makes it a bit harder to find good places to eat. That being said the hotel itself is beautiful, along with the friendly staff and the awesome rooms I will be rating this hotel...