Sheraton Offenbach Hotel — Hotel in Offenbach am Main

Too many things went wrong during our short stay for this to be anything other than bad management. Hotel could be great, rooms are fine and it's a good location. The good news ends there.

There was a power issue first night which knocked out the air conditioning. Fair enough, things like this can happen but when called to report this the response was nothing can be done till next day. It was a heatwave so basically no real sleep first night of our stay.

Four small bottles of water are provided, which we drank first night given the room was so hot. Then we found these are not replenished no matter how long you stay. Also they provide coffee cups the first night then housekeeping remove them and they don't replace. Makes the coffee machine in the room useless as no cups after the first night. Completely ridiculous.

They remove the bar soap after first night and don't replace it. Seems they expect everyone to stay just one night. Given the poor service maybe that is the norm.

Manager did offer complimentary breakfast for our party of 4 given the issues which was a nice gesture and appreciated. Me and my wife went down first. The selection was so bad we messaged our boys not to bother coming down even though it was free. Fried eggs completely dried out and inedible. Pastries very tired looking and not at all fresh. The muesli tasted stale. My wife asked for gluten free bread and a small roll was brought to our table after 10 minutes. She cut into it and it was frozen solid inside. They usually charge 26 euros per person, just glad ours was complimentary.

Funniest thing is we had a king size bed but they only provided a single blanket ! When we called they said nothing could be done till next day !

Also the Guest Relations button on the phone in the room did not work ! There was another number to call but this was not mentioned in the room.

Having stayed in hundreds of hotels around the world from 3 star upwards, including many Sheraton properties not come across so many issues before.

I will be sending a report to Marriot, as all these things can be resolved with better management and it's a shame for the Sheraton brand to be devalued due to these and also want to help...

I was placed in this hotel by Lufthansa due to an unexpected overnight stay. This was, quite honestly, the most appalling experience I have ever had in a hotel. I was shocked that this was a Sheraton, as it is destroying the Sheraton reputation. I arrived at the hotel at 7:15 PM, and they had no rooms available because they were still being cleaned. I didn't receive a room until 8:50 PM. I have never heard of a hotel that was unable to clean the rooms between check-out and check-in times. The hotel staff left families with small children waiting until very late to get into a room.

The staff suggested that I use my Lufthansa-provided meal voucher for dinner while I wait for a room, which I did. The restaurant staff, however, said I could not use the voucher in the restaurant; I was only allowed to use it in the buffet. The buffet had off-menu, cheap food. It was visibly apparent they were focusing on quantity over quality. I refused to eat at the buffet and wanted to order from the restaurant menu. The staff were visibly annoyed at this, and "Abend" walked me back to the buffet and said, "Come on, sir, this is more than enough for 18 EUR, just eat here", and didn't want me to order from the restaurant. I refused, and the staff said I would have to pay for the meal at the restaurant out of pocket, rather than using the voucher. I agreed, knowing I would file an expenses claim with Lufthansa and tell them never to use this hotel again. For clarity, the voucher for food clearly states "Dinner 18EUR + Tax p.p.", and I believe the hotel was putting on a cheap buffet so that they could profit as much as possible.

The manager said to me I could have a drink at the bar, and I got a Pepsi. The manager went on to say that they only have two servers and one chef tonight, and it's just easier for them to offer the buffet only, so that's why they aren't honouring the voucher correctly. That wasn't good enough. This hotel reeks of a poorly run, understaffed establishment looking to capitalise on flight delays. It has genuinely made me debate whether I ever want to stay in a...

Hotel is okay. However, benefits for loyal Bonvoy members are minimal with rules that are very restrictive compared to those Bonvoy places in US and Asia. A few examples. First, getting Bonvoy stay credit appears to be not possible with discounted, even corporate, rates. Here, one guest must be sharing the same room with the the member (I am a Titanium member) to join the free full restaurant breakfast, otherwise, only the lounge access. Attached is the image of what was available this morning for me and my guest who was staying at the same hotel. In Asia and US, the guest doesn't even need to stay at the hotel to join me at either the lounge or the full breakfast for free, even at places where the room rate is lower but whose restaurant and even lounge food quality and variety are far greater and better than this place and even if it's higher priced than this place (24 Euros). Another is the the parking -- 18 Euros per night (even if the stay is less than 24hr; was in at 6:30PM and out by 7:30AM). Parking in USA is not necessarily free. But, in Asia, even in much more densely populated cities like Seoul, they provide free parking and provide free parking even to visitors to the guests. Another is the wifi which is somewhat suspect from both connectivity and speed. They do provide free upgrade to higher loyalty members. But, connectivity across the hotel is not uniform and the suspect connectivity doesn't seem to go away. The last one is about somewhat less courteous service attitude. However, I won't fault them for this as I experience somewhat the same level and mode of service in Germany. In summary, the hotel is okay. But, the lack of things that are common at most other worldwide Bonvoy hotels makes this less desirable and competitive and the reason for the lower rating rating. I opted for 2 stars though my desired number was...