The Cloud One Frankfurt - Metropolitan in Frankfurt am Main

I recently stayed at Metropolitan by Flemings, Frankfurt (Room No. 432) from 30th October to 2nd November, and I must express that the overall experience was extremely disappointing and did not reflect the standards one would expect from your brand and not certainly from German hospitality. I am attaching some pictures of the room that were also shown to the reception during my stay. The air conditioning in the room was not functioning properly, and although some action was eventually taken, it did not resolve the issue fully and we had to keep our window open for ventilation. Housekeeping was a complete mess and even after multiple requests, room wasn't cleaned and trash was left uncleared for all three nights. To make matters worse, the reception staff was very unfriendly and unhelpful. Each time we approached the desk, a different person was on duty, none of whom seemed aware of the previous complaints. On one occasion, I was told that housekeeping services were outsourced and that the issue lay with the external agency which, as a guest is neither acceptable nor reassuring. This reflects a serious lapse in coordination and accountability within the hotel. The whole experience was bad and far below the standards expected from a property carrying the Flemings name. I am deeply disappointed and would like to state that I will never choose to stay at any property under the Flemings Group again. I sincerely hope the management takes this feedback seriously and that Booking.com and other travel platforms take note of this review, so that travelers are aware of the current service standards before making their bookings.

Very bad management. We booked a family room as we are travelling in family of 4, with 2 young kids. We arrived late at 7pm to check in, and only told that theres no fanily room for us, they offered us x2 separate rooms, and assumed that we are happy with havubg 2 rooms instead if 1. How are we supposed to split our luggage and stay in 2 separate rooms with 2 young kids! Due to changing hotel management, Hotel staff was also unsure of whether they can take in laundry service for guests, i have to call every morning to check. On the last day of our stay, my laundry went missing, they blamed it on the laundry company, and promised to call me for a solution, i have waited for 4 days (and still waiting) and no one has ever contacted me! I wrote an email to them and no response to date. I was also promised to be given receipt of payment after i check out (they were not able to generate recipt for me due to changing system) but i have received nothing so far. How badly can a hotel be managed? I am still waiting for an appropriate response from them now!