Hotel was clean, comfortable and easy to get to from airport.
But customer service was poor from duty manager on front desk. We had pre-booked a travel cot and had reconfirmed this was still available just a week before arrival, which we were assured was the case. However, on arrival we were told there were none left and no note anywhere of this arrangement despite printed email to contrary.... This made for a very long uncomfortable night for us with no bed provision for the baby after and before a further long journey. Not the easy, restful stopover we had planned and decided to pay for. There was no recognition of them being at fault or any attempt to solve the problem. Apparently they have just 4 travelcots for the whole approx. 90 bed hotel?! We received an apologetic email following a complaint but still no explanation of the problem or why they had not fulfilled their promise. Given this not sure we would advise for families... We would have expected better from a hotel of this supposed calibre and positive reviews we had read beforehand.
However, in their defense, they promptly returned an item we had left behind in our room which arrived a few days later while we were still in country, which was much appreciated.
- Official Description (provided by the hotel):
- The refurbished 4 star Mercure Hotel Frankfurt Airport offers 150 airconditioned rooms, 7 airconditioned conference rooms, an indoor pool with sauna and a private car park. Our New York restaurant is open from 12 noon to 2.30 p.m. and from 6 to 11 p.m. every day. The Zeppelin Lounge bar is open from 5 a.m. to midnight. Our free airport transfer service runs to Terminal 1, 4 km away, between 5.40 a.m. and 11.10 p.m. The hotel is 15 km from the city centre and 20 min drive from the exhibition centre. ... more less
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- Also Known As:
- Mercure Frankfurt Airport
- Mercure Hotel Kelsterbach