Platzhirsch Living — Hotel in Kelsterbach

Our family stayed in Platzhirsch Living and had a frightening experience.||Our daughter has life-threatening allergies against nuts. Therefore, we ordered waffles with ice cream in the restaurant, since that item, according to the menu, did not contain nuts. My daughter explicitly told the waitress that she was allergic against nuts and the waitress confirmed that the waffles and the ice cream did not contain nuts.||When we received the food and after my hungry daughter had taken the first bite, we noticed that the ice cream was garnished with almond slivers and the waffles with small pieces of chocolate brittle. Almonds, of course, ARE nuts, and chocolate, more often than not, contains (traces of) nuts.||We then pointed out this issue to the staff. The kitchen manager confirmed that the ice cream had been sprinkled with almonds, but was not able to confirm the ingredients of the brittle, since they had thrown away the packaging. The wait staff had no idea that allergies can be life-threatening and told us that, maybe, my daughter could take “some kind of pill”. Apart from what appears to be a total lack of training, her lack of language skills, both English and German, did not help.||Lastly, I called the hotel manager and left 2 messages. I pointed out that how food allergies are handled in his restaurant was problematic and that I would appreciate a callback. More than 1 week later I’m still waiting to hear back. This is unacceptable.||Fortunately, my daughter did not have a reaction, since the one bite she took, accidentally, did not contain nuts. Still, we stayed up with her late into the night to make sure she did not have a delayed reaction. A delayed reaction can be particularly dangerous, especially when you are on a plane flying across an ocean, which we, and likely most other guests, were planning to do next morning.||Thus, if you have food allergies and don’t want to risk getting sick or dying, stay away from Platzhirsch, or at least...

The shuttle bus situation is completely ridiculous it drops passengers off in front of a parking garage about 300 meters from the hotel, with no signs, no staff, no guidance whatsoever. You’re left wandering with your luggage trying to find your way, which is especially frustrating late at night or in bad weather.

I had to stay here due to a missed flight, and sadly, everything else about the hotel matched the poor first impression. There was no hairdryer, no hotel information in the room, and not even a phone to call reception if you need something, you have to go down to the front desk yourself.

There was no amenity kit either. We had to buy a toothbrush from a vending machine, and of course, no receipt was available, making airline reimbursement impossible.

The bed slides accross the room when you move in your sleep!

Overall, this hotel feels completely unprepared to accommodate guests stuck due to flight disruptions. A very disappointing and frustrating experience.

Since there is no way to answer the manager responding, I think from the attitude of the responce you all can see how management handles customer feedback, without providing any evidence that something I said is not true.

Good luck doing...

Great place to stay if you are traveling to or from the airport. We booked a suite and had a Nespresso machine and free water in our room. The room was quiet/good soundproofed, very clean and came with a double bed and a sleeping couch. Both were super comfortable. There is a free shuttle to and from the airport but be prepared to walk a bit if you want to use it. Especially if you have issues with walking and/or a lot of luggage that can be challenging as the shuttle leaves on terminal 1 like 200 feet after the last exit from terminal z and when you arrive you have to walk about 250 feet over an uneven brick sidewalk to the hotel. With my 8 wheel roller back and my 4 wheel carry on, I struggeld to balance my luggage. It would be helpful if the shuttle does 2 stops: 1 at the parking garage and the 2nd at the hotel to make it even easier to get there. For last minute buys there is a supermarket about 500 meters from the hotel. This on can safe you from the higher prices for meals/snacks at the airport or train station or be an alternative if you have dietary restriction. I personally eat a strict plant based diet and therefore didn't book...