Maritim — Hotel in Frankfurt

We booked our stay of 3 days and 4 nights at the Maritim Hotel in Frankfurt with hopes that our holiday wouldn't turn out to be as hellish as it had started thanks to our flights. I wish I could say that we were wrong. ||||1. Allocation of the rooms||Upon arriving at the hotel at 2am due to flight delays, we arrived at the desk and retrieved our keys – eager to retire ourselves to sleep for the night however, when we got to our rooms it became apparent that we had only been given 3 out of the 4 rooms we had reserved despite of having been charged for the 4. This resulted in a back and forth between the clerk at the desk and my husband which lasted until 4am before they were able to give us the fourth room. On top of this, they had not advertised that their pool would be closed for the majority of our stay – which was the entire reason why we booked the hotel in the first place. Luckily, it just happened to reopen a day before we left but had we chosen to leave any sooner, it would have resulted in a very disappointing stay or should I say, even more so. ||||2. Incompetency of Housekeeping ||The next morning, I briskly informed one of the housekeeping staff if she could make sure that my room would be cleaned for me before I arrived back after exploring the city alongside my family. She responded, saying that she most definitely could however, after spending a wonderful day out and looking forward to falling into bed, I discovered the room to be exactly as how I left it – an unmade bed and no fresh towels. That was all they had to do, all I had requested within the 12-hour window I had given them and yet, they couldn’t even complete that. This resulted in me having to switch rooms at 1 o’ clock in the morning, hand carrying all my luggage to another room as (surprise, surprise) they didn’t have anyone who could remake the room for me in the dead of the night. ||||3. Impatient staff||As a result of that midnight fiasco, we were given a complimentary free breakfast as compensation for yet another sleepless night. All was peaceful until we were told that we had to leave as the restaurant was closing, but we could pass the time in the lounge area. My sister- in-law asked if we could take the cups of tea we were idly sipping on with us. The manager herself, seemingly all out of patience just said, “it was not her problem” and that she just needed us to get out since they closed at half ten. I can understand the stress of managing an establishment; however, she was simply asking a question. The brashness was utterly uncalled for. ||||4. Lack of privacy||Another thing worth mentioning about the housekeeping is how they would just barge immediately if their light knocking was not responded to. At one point, they barged in while my son was getting changed and left without an apology. My son is 12 years old and was so horrified, he refused to change anywhere but the bathroom where he could safely lock the door behind him for fear that someone else would barge in and humiliate him all over again. Another time, they flung the door open at 7am as my children were still asleep – startling my sleep already deprived daughter and once again leaving without so much as an apology. ||||5. Incompetency of desk clerks||The following morning, just before embarking on another day out, I made sure to request the desk clerk – Ms Sofia, if she could inform housekeeping to change the bedsheets of all our rooms which were 562/580/582/672. She informed me that they would get on it right that second however, when we arrived back, we found the beds to be made with the exact same sheets as before despite having been gone for 8 hours and having been promised by Mrs Sofia that they would be done. The lies and breach of trust on top of two sleepless nights was enough to send me into a rightful rage. ||||6. Bathrobe incident ||The night the pool reopened, I rang the front desk to request some bathrobes for us to wear as we made our way to the pool. Mr. Yuhannus responded saying that they would be delivered to us within the next 10 or so minutes. 30 minutes flew by and when I called the front desk to follow up on the missing bathrobes, I was informed that Mr.Yuhannus had gone off duty and left the building for the night. It took another 20 minutes for those robes to arrive and by that time, I could not accompany my kids into the pool since there was no time left and at risk of encountering yet another impatient manager, I chose to wait out the remaining time by watching my kids try to enjoy themselves in the water. They had been excitedly waiting for my arrival so that I could play with them but instead, I had to watch them come up with games I could also play from my seat on the lounge chair even though, I had everything I needed to join them bar the time since that was stolen by yet another false promise made by a man who was clearly more invested in his own personal life than fulfilling his professionally made promises. ||||||||7. Disdain regarding a refund||As we were checking out of the hotel, we informed the duty manager – Mr. Marius of all the issues I have mentioned previously that we had experienced and politely requested for a partial refund for the trouble we had to endure. It took us 20 minutes of arguing for him to relent with the most disdainful tone I have ever heard despite agreeing with us moments earlier that the troubles we had to endure were subpar to the standards they usually held themselves to. In the end, we emerged the hotel with a measly 25% refund and a pulsing headache. ||||Overall, If I could suggest anything to you is that you don’t book your stay here whatsoever. The mediocre rooms along with the horribly dishonest and self-absorbed staff has only left me with an awful experiencing of what was supposed to be an enjoyable three days with our relatives and a furiousness whenever I recall just how much repulsive behaviour we had to endure from people I initially assumed to be mature, respectful adults. The only positive aspect of this hellish hotel was Brijön who delivered our bathrobes to us after Yuhannus snapped his promise into two. He was extremely humble, polite and a very good listener. Not to mention, extremely apologetic for all the troubles we experienced. I sincerely hope he is well and that the rest of the hotel management could learn a thing or two from him. ||Speaking of customer service, I would like to make it known that the only reason I sit and type this review is that the email I had originally sent to the general manager has been ignored and tossed to the side. Thus, I had no choice but to voice my opinion and my advice here. HEED MY WARNING AND DO...

Hotel Maritim Frankfurt is a good hotel with excellent rooms that are comfortable and big compared to other hotels nearby.

I had 4 issues which the check-in staff at the time of arrival did not wish to resolve. Both had bad manners and did not understand how to treat a guest.

Parking costs Parking per day is mentioned Euro 45, which is a rip off and the HIGHEST I have ever seen. And the website is not clearone cannot drive in and out of the Parking. This means after 10 hours of parking if one drives out, and 1 hour later drives in again, then one has to pay another Euro 45, totalling Euro 90! This is what the 2 check in staff said was true. They told me it is a Private Car Park and Hotel has nothing to do with it.

However next morning Mr Bjōrn Dix who was Duty Manager resolved the issue and said the Hotel gives a Day Pass Voucher when you pay for the Parking Fees to the Hotel. I got 2 days pass issued by him. A simple solution that need not have been aggravated had these 2 uninformed reception staff had the slightest inclination to help a customer.

Thanks Bjōrn.

Water This hotel does not leave complimentary water in the room. They instead give 1 bottle per guest at check in which is pretty strange. Every hotel leaves atleast 2 bottles per day in the room, if not more.

Mr Bjōrn Dix came again to my rescue and gave 2 bottles. Thanks Bjōrn.

Tea Coffee Maker There is NO Tea/Coffee Maker in the Classic Room. Even the smallest hotel with half their room rate offers Tea/Coffee maker and enough tea/coffee packets.

Again Mr Bjōrn Dix came to my rescue (he said Maritim is going to have Tea/Coffee Maker in the rooms soon) and shifted my room to one which has Nespresso machine and was indeed willing to give me an Electric Kettle, which the gentleman on duty the night before refused.

Thanks again Mr Bjōrn Dix. You are wonderful.

Internet speed Finally the internet speed is terrible and does not work. It is very very very slow too. I did not bother about this as I connected through my own mobile hot spot. But this is a issue.

I always enjoy Maritim. This time the 2 staff made it miserable. Thanks a million to Mr Bjōrn Dix, a wonderful helpful kind gentleman who understands customers and speak nicely and politely to one and all. The other 2 who were on night duty should NEVER face customers. They need to be counseled and trained...

•Things that were at least good When I got to the reception a gentleman came out of their resting room and helped me out. He was a little bit cold but very kind. I told him I had booked a room through the app and it all went out smoothly. Up in my room (number 335) the view was amazing for what I had purchased and the things the room had given me also. It was a value for money buy. Two large (not king sized beds-for two) beds for one each and comfortable beds, great lighting, a considerably big desk with its chair and an armchair. The bathroom is really spacious with room for everything. 4 to 5 towels for every need, hair dryer, soaps. The most important thing was its space. The staff is also excellent and kind! They asked me not just once if everything was ok and when I wanted some water (regular, non sparkled) and couldn't find a bottle in the vending machine, they provided! •Things that could have been done a little differently Beginning with the floor, I looked for but didn't manage to find any slippers and this was a problem for me cuz I had to walk with my shoes but then I would have to drop my socks away as they were "mopping" the shoes dirty carpet. Either that or I would wear a pair of socks, that I knew I would drop in my laundry bin after my check-out, as slippers, which I did eventually. My bad I didn't ask for a pair, but I kept forgetting. For the bathroom, the only thing it kinda bothered me it was the fact that the toilet had some "stains" but of course not on the sitting part. It would be better if they had a lady clean it before the next client. Not hour long cleaning, but just a basic one. Moreover the room doesn't provide many sockets for mobile charging. It only had one functioning properly as the one next to my bed worked only for the lamp that it was connected. Also the pillows are really really thin as your head sinks in them so you'll have to sleep on top of both of the pillows on each bed. Last thing is the water provided for every client, but this is rather a German thing. It would be nice if instead of sparkled water on the desk, there would be regular water, non metallic, not sparkled. I don't know though if the hotel charges for it. If they do that's fine, cuz you'll have to buy water either way. But if that is one "gift" from the owner, then it would be nice if they consider the...