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“Overpriced and poor service” 2 of 5 stars
Review of Hilton Frankfurt

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Hilton Frankfurt
5.0 of 5 Hotel   |   Hochstrasse 4, 60313 Frankfurt, Hesse, Germany   |  
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Ranked #20 of 264 Hotels in Frankfurt
Doylestown, Pennsylvania
Reviewer
5 reviews 5 reviews
Reviews in 3 cities Reviews in 3 cities
2 helpful votes 2 helpful votes
“Overpriced and poor service”
2 of 5 stars Reviewed November 11, 2012

We stayed in this hotel for 4 nights in October 2012. We found some of the staff to be very unhelpful, twice we asked for advice on how to get to a particular place in Frankfurt and both times were given misinformation, the same thing happened when we asked the weather report for the following day. My husband observed the chambermaid wiping glasses in the bedroom with the dirty towels, and then putting them back for us to use. This was all very annoying and not what we would expect from this calibre of hotel, but these are niggly things.
When we checked out we were charged much more than we had anticipated and when we queried this they would not come to any compromise with us. They knew we had misunderstood the rate, there was a language issue, they knew who we spoke to, and whilst we were willing to accept our part in the misunderstanding, they would not give an inch.
Earlier in the month we had stayed at the Hilton in Budapest and had a wonderful experience. The difference in service, friendliness, and cleanliness was unbelievable. I would definitely not recommend this hotel.
The following night we moved to a different hotel to be nearer the airport and felt so welcomed it was awesome!

  • Stayed October 2012, traveled as a couple
    • 1 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
annikaschmidt, Executive Office at Hilton Frankfurt, responded to this review, December 30, 2012
Dear Elizabeth,

First of all we would like to sincerely thank you for staying with us and for your time to share your detailled feedback with us and other travellers through tripadvisor.com

It is with great concern though to learn that not all aspects of your stay were to your fullest satisfaction. We would like to sincerely apologize for any inconvenience, this has caused.

Kindly rest assured that we have taken good note of your comments and have already communicated them with the concerned departmental management in order to avoid such incidents from reoccurring.
Your experience does of course not reflect the standard you may expect from´a hotel of our category.
The comfort of our valued guests is of utmost importance to us and we strive to constantly provide the highest quality and warmest hospitality at all times.

Whilst hoping to be able to welcome you back once again we remain at your entire disposal.

With kind regards,

Annika Schrewe

Hilton Frankfurt
Executive Office
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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983 reviews from our community

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (109)
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London, United Kingdom
Senior Reviewer
6 reviews 6 reviews
3 hotel reviews
Reviews in 5 cities Reviews in 5 cities
4 helpful votes 4 helpful votes
5 of 5 stars Reviewed November 11, 2012

So far this year I have stayed here more then 30 nights....and am staying every week till the end of the November, so I have a lot of experience of the hotel

It is easy to get to from the airport either by taxi or by S-Bahn (in heavy traffic the S-Bahn really is about the same amount of time). The rooms are excellent, try and get a park view room if you can. The hotel is very central and is very accessible for the Christmas Markets (I stayed a lot last year too)

The biggest positive about the hotel is the staff, I have always found them very friendly and helpful but not too intrusive. The Executive lounge is especially good with a great range of food and snacks. The Vista bar has excellent staff who really go the extra mile to help you...and to talk to you on those weeks you are there on your own!

Downsides - there are quite a few add-ons if you don't have Hilton status (wi-fi and gym) and the breakfast is expensive (although the buffet is excellent and will set up for the day!)

Overall, a highly recommended hotel in central Frankfurt

  • Stayed November 2012, traveled on business
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
annikaschmidt, Executive Office at Hilton Frankfurt, responded to this review, December 30, 2012
Dear Guest,

Thank you very much for staying regularly at the Hilton Frankfurt and for your time to share your valuable feedback with us and other travellers through tripadvisor.com.

It is great to read that you enjoy your stays in Frankfurt that much. Your feedback is very much appreciated, especially your comments about our staff. This is a great motivation.

We look forward to your next stay and remain

with kind regards,

Annika Schrewe

Hilton Frankfurt
Executive Office
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Montreal, Canada
2 reviews
Reviews in 2 cities Reviews in 2 cities
2 of 5 stars Reviewed November 8, 2012

I have stayed in dozens of higher end hotels all around the world, but the Hilton Frankfurt presents some unique and surprising features. First, it does not have a doorman or bellboys. That can be disappointing when a senior like me arrives frazzled after a 13 hours flight from Singapore and discovers that he has to haul his luggage to his room by himself. Second, it does not have a concierge desk. Good luck if you want to reserve a table at one of the many excellent restaurants in Frankfurt, go on an excursion, or wonder where a museum is on the map they give you. I had reserved a Euro 280/night room (not cheap!) and benefited from an upgrade. That upgrade was fortunate: I wonder what kind of room I would have had since the ´upgrade´room was quite small... However it was nicely furnished and the choice of TV programs was excellent. The shower had a temperature selection knob but the water would nevertheless alternate from scalding to ice cold.The heating system (it was nippy in Frankfurt) did not produce much heat: it would not be advisable to use that hotel in the winter time... The breakfast buffet was excellent in both quantity and quality. The olympic size swimming pool had well delineated lanes but was crowded.

The hotel itself is new and nice, and the staff is very helpful, which makes the above noted problems the more deplorable. There are ´older´ hotels in Frankfurt which charge less and offer equal or better value.

  • Stayed November 2012, traveled solo
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
annikaschmidt, Executive Office at Hilton Frankfurt, responded to this review, December 30, 2012
Dear Andre,

First of all we would like to sincerely thank you for staying with us and for your time to share your detailled feedback with us and other travellers through tripadvisor.com

It is with great concern though to learn that several aspects of your stay were not to your fullest satisfaction. We would like to sincerely apologize for any inconvenience, this has caused.

Kindly rest assured that we have taken good note of your comments and have already communicated them with the concerned departmental management in order to avoid such incidents from reoccurring.

The comfort of our valued guests is of utmost importance to us and we strive to constantly provide the highest quality and warmest hospitality at all times.

Whilst hoping to be able to welcome you back once again we remain at your entire disposal.

With kind regards,

Annika Schrewe

Hilton Frankfurt
Executive Office
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Toronto, Canada
Contributor
14 reviews 14 reviews
13 hotel reviews
Reviews in 9 cities Reviews in 9 cities
28 helpful votes 28 helpful votes
5 of 5 stars Reviewed November 8, 2012

Close to Zeil shopping zone( 5 min walk)." Intuitive" cleaning service-any time you come back - your room is spotless. Nice gym for a price, but half-Olympic swimming pool is free. Wi-fi for iPhones and tablets €9 for 24 h. The reception doesn't advertise this, they will tell you that is €27, assuming that you are using a pc. Great stay!
Oh, beware of the window cleaners, they almost cought me off guard ))))

  • Stayed October 2012, traveled on business
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
annikaschmidt, Executive Office at Hilton Frankfurt, responded to this review, December 30, 2012
Dear Guest,

Dear Guest,

Thank you very much for your stay at the Hilton Frankfurt and for your time to share your valuable feedback with us and other travellers through tripadvisor.com.

Your most positive rating is very much appreciated and we are pleased to read that you had an enjoyable stay with us.

We would be delighted to welcome you back in the near future and remain

with kind regards,

Annika Schrewe

Hilton Frankfurt
Executive Office
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Santa Cruz, CA
Contributor
12 reviews 12 reviews
7 hotel reviews
Reviews in 9 cities Reviews in 9 cities
9 helpful votes 9 helpful votes
5 of 5 stars Reviewed November 6, 2012

This hotel served as our last night's accommodations before flying back to California. It's a beautiful hotel. However, we were disconcerted to have to pay for the wifi. It was not available any place in the hotel without paying.

  • Stayed October 2012, traveled as a couple
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
annikaschmidt, Executive Office at Hilton Frankfurt, responded to this review, December 30, 2012
Dear Guest,

Thank you very much for your stay at the Hilton Frankfurt and for your time to share your valuable feedback with us and other travellers through tripadvisor.com.

It is great to read that you enjoyed your short stay at our hotel.
We sincerely apologize for any inconvenience caused by the charge of internet. Hilton understands the importance of this service and therefore internet access will become free of charge in the public areas of the hotel as of January, 1st 2013.

We hope this news will bring you once back to the Hilton Frankfurt.

With kind regards,

Annika Schrewe

Hilton Frankfurt
Executive Office
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Atlanta, Georgia
Contributor
15 reviews 15 reviews
5 hotel reviews
Reviews in 8 cities Reviews in 8 cities
4 helpful votes 4 helpful votes
5 of 5 stars Reviewed November 5, 2012

Nice modern hotel with very nice room appointments. Staff is very helpful and all spoke very good English. Very nice beds you will rest well in. Gave me a Ron early in the day since I just flew in from Atlanta. Nice park nearby to walk around in.

  • Stayed September 2012, traveled on business
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
annikaschmidt, Executive Office at Hilton Frankfurt, responded to this review, December 30, 2012
Dear Guest,

Thank you very much for your stay at the Hilton Frankfurt and for your time to share your valuable feedback with us and other travellers through tripadvisor.com.

It is great to learn that you felt comfortable at our hotel. We hope your overall business stay in Frankfurt was successful.

Whilst looking forward to welcome you back we remain

with kind regards,

Annika Schrewe

Hilton Frankfurt
Executive Office
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Cork, Ireland
Top Contributor
102 reviews 102 reviews
15 hotel reviews
Reviews in 22 cities Reviews in 22 cities
335 helpful votes 335 helpful votes
5 of 5 stars Reviewed November 5, 2012

Have stayed at this Hilton 3 times and I cant find anything bad to say about the place.The rooms are lovely and large,the bed is so comfy and the pillows are the best I have ever slept on.The location of the hotel is fantastic,right next to the shopping street and restaraunts and bars.This hotel is a secret hotel on Hotwire.com so you can get it very reasonable on that site

  • Stayed June 2012, traveled with friends
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
annikaschmidt, Executive Office at Hilton Frankfurt, responded to this review, December 30, 2012
Dear Keith,

Dear Guest,

Thank you very much for your fantastic review and for the time to share your valuable feedback with us and other travellers through tripadvisor.com.

It is great to learn that you and your friends enjoyed your stay at the Hilton Frankfurt that much.

We would be delighted to welcome you back in the near future and remain

with kind regards,

Annika Schrewe

Hilton Frankfurt
Executive Office
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Hilton Frankfurt

Address: Hochstrasse 4, 60313 Frankfurt, Hesse, Germany
Phone Number:
Location: Germany > Hesse > Frankfurt
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#7 Spa Hotel in Frankfurt
#11 Family Hotel in Frankfurt
#14 Luxury Hotel in Frankfurt
#14 Romantic Hotel in Frankfurt
#20 Business Hotel in Frankfurt
Price Range (Based on Average Rates): $$
Hotel Class:5 star — Hilton Frankfurt 5*
Number of rooms: 342
Official Description (provided by the hotel):
Secluded within a large park, the modern Hilton Frankfurt is an oasis of calm and relaxation in the vibrant city centre. Frankfurt attractions and shopping locations are on your doorstep. Spacious rooms and suites feature fresh colours and panoramic windows offering views over the city or the park. Take your time to unwind at the Californian restaurant and recharge your body and mind in the Health & Fitness Club with 25 m pool overlooking the park. ... more   less 
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Also Known As:
Hilton Frankfurt Hotel Frankfurt
Hilton International Frankfurt
Frankfurt Hilton International

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