We attend an annual trade show in Frankfurt. For the past 4 years we have stayed at the Moevenpick near the Messe. Never again! The first two years everything went well. We ad a hotel that was nice, clean offered free wifi and very near the Messe. However, the past two years we have noticed a sharp decline in appearance, service but an increase in fees- Wifi for example. While other brands are removing the fees, Moevenpick, or at least this property has actually added fees for wifi. I noticed that several guest rooms had marks on the walls from suitcases. You could really see the wear and tear of the property. While we knew about the wifi fees prior to arriving we werent pleased and those who did use the wifi had difficulty connecting. It took several people to try and resolve the issue. Si the staff seem ill prepared to handle such issues.
The worst part of the experience was the front desk staff. Now there are two gentleman who have been there all four years who have been extremely helpful and have done a superb job. But it ends there. This year I had my aunt join me in Frankfurt while I was attending the conference. Upon arrival, they gave us two keys but made no mention that they were going to charge and extra 20 euros per night because my aunt stayed in my room. My beef is not the fact that they added a 20 euro fee for my aunt each night (even though there is no justification since my room rate did not include breakfast), rather tat at no time during my stay and my numerous visits to the front desk did they advise me of the extra fees. In fact, the night before I took back two electrical converters. They had record of only giving me one. They were grateful that I advised as such. At that time, I asked about my bill because I had noticed an open bottle of water in the fridge upon arrival. I was advised of no additional charges. It was only at 5:00 am the following morning when checking out did they tell me of the extra 80 euros they would be charging me. The front desk person was no help and quiet honestly didn't seem concerned that I was upset. Having the catch a train i paid the extra charges under protest and wrote a note to the manager on the bill of my displeasure of the property. I would have expected the extra charge had breakfast been included in the room rate but it was not there was no reason for the extra fee. To add salt to the wound upon my return to the office I found out that two of my colleagues ad a guest on the last night ad were not charged the 20 euro fee for the extra person. After this experience, I don't care if it is not as convenient to stay somewhere else. all I know is tat it will not be the Moevenpick Frankfurt.j
With all the extra fees and condition of the proeprty -- spend more money and stay at the Radisson...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
June 10, 2013
Dear Roger S.,
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Thank you very much for your detailed feedback about your stay at our Mövenpick Hotel Frankfurt City. Your considerable criticism of our front office staff makes me very upset and I apologize sincerely for your negative experiences as the manager of the hotel.
Please be assured that I take your feedback very seriously.
You are definitely right that the front office has to be able to inform you about every extra charge and the correct amount of your invoice at any time. I have already conferred with our Front Office Manager to ensure our quality and service regarding this process.
I really hope that you will give us the opportunity to prove that this is not the usual standard of our house and that we do not lose you as our regular guest.
I wish you a nice week and remain with best regards from Frankfurt,
(Cluster General Manager)
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.