Moxy Frankfurt Airport — Hotel in Frankfurt

Update 2024: I have now stayed at this hotel several times (it's a convenient option for early morning Departures or late night Arrivals) and I have always had a very good experience after the original incident which soured my stay. The staff are nice and friendly, the breakfast is pretty good, the gym is adequate and the rooms are clean. Solid choice near the Frankfurt Airport.

Rude, impolite and untrained staff at check-in, who seem to be borderline racist in their dealing with PoC guests. Recommend to avoid this property since the staff are not aware of Bonvoy benefits. Also, rooms are sub-par - with broken soap/shampoo dispenser, dysfunctional USB power sockets in the room and a bathroom sink that is stained all over.

Edit: Had to stay at the hotel again since its close to the airport. The same lady was at checkout. And she proceeded to tell me that she remembers that I wrote a review about her. And then tells me that I need to be more patient. Always a joy to be a brown person since everyone is so eager to teach me things, e.g., about how I need to learn patience. :) Of course no apology whatsoever. Marriott needs to get a hold on all these franchisee properties and their untrained staff going out of their way to say things they don't need to while not doing things they need to.

On arrival, the lady at the reception told me that she will not check me in because it is too early. At this point she did not ask for my name or my ID, just flat out refused to check me in. Then I told her that I am Platinum Elite and had already requested for early check-in and had it approved through the app. At this point, she proceeded to tell me that it would cost extra to do an early check-in and she will have to check. Mind you, my mobile check-in had already been approved in the app early and the reception lady still hasn't even asked for my name to look up my reservation in the system but continues to dismissively turn me down. On further insistence, she asks her colleague whether she can check me in and when told that it can be done easily for Elite guests, she proceeds to ask for my name and ID and tells me that I should have a mobile key. But of course, like most Marriott properties, mobile key doesn't work and I tell her that and she continues to insist that I don't need a key.

Finally after some back and forth, I get my key. Now I ask about included breakfast as part of Platinum Elite and her colleague tells me that it is not included in Moxy. I am of course aware of that but this leads me to bring up welcome benefits. Neither the lady nor her colleague asked me about the welcome benefits on check-in. So now I have to explicitly ask for the per person bar credit welcome benefit to finally have it credited to my breakfast. Why do I have to go through so many hoops for what is an otherwise extremely straightforward process? Ask for my ID, check my Bonvoy status, ask for welcome gift, give me key and complete the check-in. It takes under 3 minutes but I spent 10 minutes dealing with the rude and humiliating behaviour of this obviously untrained...

Front desk check in staff amazing upon check in. Checkin went smoothly. Later I came down to ask for a US-EU adaptor but they did not have one. It seemed odd for an airport hotel in Europe run by an American company to not have some on hand. It seemed they normally do (staff said "Yes, but we need a deposit" and then could not find one. That one thing alone actually screwed up my entire stay in several ways. Seems more like a management issue to ensure they have a few for people who face the unexpected issue. ||Staff - Staff was highly responsive via the Marriott messaging app ahead of my arrival. They answered some critical questions I had as I was getting in a bit late. Unfortunately their information about food availability was not super accurate/complete. ||Food - I was told they have Uber Eats in the area and two (Asian & Italian) restaurants next door. By the time I arrived the hotel kitchen was nearly closed. I checked on Uber Eats but it oddly said no restaurants available nearby. I then walked next door to the Italian restaurant who gave me conflicting information about take away options. In the end I was told all they could provide was pizza. So I grabbed a pizza to take back to my hotel. 24/7 lobby bar and snack section was amazing but did lack robust food options - I think just chips and such. Decent assortment of alcohol, non-alcohol and caffeine drinks. THere was a water and chips in the room presumably for free.||Room - Room smelled like weed or cigarettes. Only two small-medium pillows despite 1) Listing my Marriott Bonvoy preferences for extra pillows, and explicitly asking the hotel for more||Tech - No phone in room is weird. No coffee maker in room which is sort of absurd. Wifi is super fast. I think 150+ mbps download and nearly as great upload.||Bathroom: Shower soap ran out. No washrag or loofa. Shower was decent (pressure, temperature and cleanliness.) Drain cover kept popping off and I was tripping over it. The floor was dangerously slippery.||Late checkout was much needed. Checkout went smoothly. Though when asking for a taxi I was told to "go left" outside. I did not see a taxi stand to the left and only luckily noticed a taxi on the street which seemed to...

I stayed for two days between Friday, October 3rd and Sunday, October 5th. I was not at all satisfied with the hotel. My notes are as follows: 1- There was no water in the room. 2- There was no telephone in the room. 3- There were no cleaning and protection kits in the bathroom. 4- There were no slippers in the room. 5- The next day, when I was leaving the room, I requested that it be cleaned. I told both the cleaning staff on the floor and the gentleman at the front desk. Both teams confirmed it, but when I returned on Saturday evening, neither the towels had been changed nor the room cleaned. Because I have dust allergies, cleanliness is very important to me. I immediately went downstairs and reported the situation to the lady at the reception desk, who said that the relevant cleaning staff were not there today. I spoke directly with the relevant staff member and told them that I had confirmed the situation and that I had also communicated this to the other staff member at the reception desk. She then apologized and said she would bring the towels immediately. I waited, but she couldn't bring them right away. She then said she would come and bring them to the room later. She came to the room, but unfortunately, the towels didn't smell very good. 6- Later that same day, around afternoon, we called to make sure the room had been cleaned, but no one answered the phone. We assumed the cleaning had been done. However, as I mentioned in the previous point, it hadn't been done, which was disappointing. 7- I stayed on the fourth floor. There wasn't much noise, and I was able to sleep. 8- I wasn't very satisfied with the bed either; my back hurt. 9- There is no closet in the room to put your belongings. They just hung four hooks on the wall, that's all. Yes, there was no closet in the room. 10- Thankfully, there was hand soap, shampoo, and body wash in the bathroom :) 11- The staff's behavior was normal. 12- The coffees I drank downstairs were good. 13- The internet was free and...