THE FLAG Oskar M. in Frankfurt am Main

The reviews we read of the hotel were excellent which is why we chose it. The hotel is in a good location, and our room(s) on the river side had lovely views, but unfortunately the experiences, and I say that, as multiple things went wrong were dealt with badly.

We arrived on Thursday night (around 11pm - by this time the reception staff had gone home and the security guard checked us in. He failed to the tell us the WiFi did not work in the room and make us aware we could use other rooms WiFi codes (additional cost incurred using data roaming as a result). The fridge in the room wasn’t working. We spoke to reception Friday morning, they rang and offered us either a change or 2 rooms (one for Friday night and another for Saturday and Sunday) or just to stay and move Saturday morning to another room for two nights. We opted for the latter. Moving to one room for the rest of the stay is what we should have been offered.

We packed up Saturday morning, left our bags in reception, came back around 4:15pm to check into our new room. When we got there the sofa bed was not made up as a bed. We returned to reception and were given a sheet and duvet to make the bed. The linen wasn’t pressed, just stuffed into a bag! We realised there was no mattress and returned to reception. We were told there was nothing he could do and offered another duvet as a mattress. We again complained saying this was not satisfactory and asked for another hotel room, be it elsewhere in Frankfurt. We were told as we didn’t book direct with the hotel this was not possible. We stood our ground and insisted phone calls were made (which was awkward and not something we should have needed to do) and then he “found a new place with a mattress” we were given the mattress and had to carry to the room and make up the sofa bed.

We asked multiple times, including at the time of checkout, to speak to a manager and told this wasn’t possible.

I would not stay here again.