I had to stay one night at the Steigenberger since my flight was delayed 24 hours. Since the Steigenberger Group belongs to the better hotels in Germany playing along with brands like Marriott or Hyatt I expected a specific standard but was partially disappointed.
With me about 300 other passengers arrived at the reception desk and most of them encountered an average service you would have gotten at every mid-class hotel. Although it was within the airline’s responsibility the hotel wasn’t able to provide any emergency kits for their guests. The only thing they handed out, and only if you asked for it in particular, was a small toothbrush and paste. Well, not what you should expect from a high end hotel.
The reception staff was not very attentive nor able to solve a case for me caused by the hotel. Other guests had different issues that couldn’t be solved as well.
In contrary, the staff at the hotel bar and in the breakfast room next morning paid a lot of attention, although bar and breakfast was packed with stranded passengers.
The rooms were outdated but quiet. The mini-bar was sealed, which made it complicated to get some beverages. Even more frustrating was the fact that the bathroom supplies were below average (only shower gel and soap)!
At least the hotel was in the middle of a redecoration, which seemed to come along with a room update. Maybe the re-design comes with a more attentive staff, and some more supplies for the guests. With the opening of the new Hilton and Hilton Garden Inn the Steigenberger will face big competition in particular handling general guests and no stranded passengers. For EUR 100-250 per night, depending the season they have to improve considerably.
+ close to the airport (provides shuttle, which takes 5 min)
+ quiet, almost no aircraft noise
+ comfy mattress
+ nice spa, but you have to pay to use the sauna
- below average service for a Steigenberger
- outdated furniture/design, which changes with renovation
- awful bathroom supplies
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
Thank you for your review of the Steigenberger Airport Hotel on TripAdvisor.
It may happen during a layover that there is temporarily a longer waiting time at the reception because a lot of passengers are arriving and checking in at the hotel in a relatively short time.
Of course, we immediately forward all facilities and service items that we get from an airline, in case of a layover, to the passengers. In your case, the airline has probably not prepared any emergency kit. In this case my colleagues at the front desk are happy to help with toothpaste / brush.
I apologize for the deficient service at the front desk mentioned by you. This is not our standard and I have already discussed your comments with our Front Office Manager for update measures.
Thank you for your kind feedback regarding our team at the bar and in the breakfast area; I pass like this.
I am sorry that you did not like your room as well as its design and decoration. It is indeed the case that in our standard room shower gel / shampoo and soap are available in the bathroom. Upon request you can receive other required supplies at any time.
I would appreciate if you would give us another chance to delight you with the quality of our hotel and the service. Maybe during your next trip Frankfurt, without Layover, you’d book a superior or executive room with us. I am convinced that we are able to meet your needs.
All the best until then and greetings to Santa Cruz
Tina Schmidt & Steigenberger Airport Hotel Team
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.