Steigenberger Icon Frankfurter Hof in Frankfurt am Main

I want to leave this review specifically for the people who choose to stay at a hotel like this using credit card benefits, because for a supposed 5-star hotel, this one is lacking, to say the least. For individuals who can easily afford the nightly rate, go right ahead. For a hotel that sells itself as a 5-star establishment, this felt more like a 3-4 star hotel.

The service felt cold. Maybe the customers who are paying cash get warmer treatment, but as someone who has stayed at true 5-star establishments across Asia, Africa, and elsewhere, the service here left me disappointed. Upon check-in, our room wasn't ready—which isn't a problem at all—but when they said they would call us when the room was ready, my husband asked if they could "WhatsApp" us instead. The employee's immediate response was, "No, we cannot," which left me wondering, What do you do if someone doesn't have a working number? Considering that a concierge in Turkey once helped me figure out a phone mishap by calling the phone company to fix the issue, a five-star hotel cannot accommodate another means of communication?

Additionally, the hallways and rooms of this establishment felt more similar to a business conference hotel. Maybe the other floors have some decor, but as we were ceremoniously placed on the 1st or "2nd" floor, the hallway to our room was completely bare besides red carpet. Furthermore, the room we had was nice in size, especially since we had a toddler, but it felt bare with only the minimum: a bed, two chairs, and a desk. The amenity situation was also lacking for a 5-star establishment.

I would say the positives are: they provided a pack and play that was actually set up, and a pillow and blanket were provided, which was a nice touch. My husband said the bar had good service and drinks.