Hotel Mainstation in Frankfurt am Main

A huge surprise upon arrival to find the hotel literally right next to the train tracks, and especially when they told us the elevator wasn't working and gave us a room on the top floor with no assistance to help us carry our 20kg of luggage up. They said they had called a technician, but the next morning the elevator was still out of order because the technician either hadn't come or hadn't been contacted. We asked the receptionist to speak to their manager, but they said they couldn't call him. We then asked for a complaint form, and they said there aren't any in Germany and that we should send an email to the manager. But there was no help moving our luggage, nor was there any discount on the room for the lack of one of the essential services. The room and breakfast were acceptable. The bed vibrates when the trains pass by, and without earplugs, it's impossible to sleep. We won't be back. Unacceptable.

We booked a room and in the reservation specified that we have a child (3 months old baby). Upon arrival, we checked in and paid for the booking. We came the room but there was no baby crib. I spoke the reception and they said that they only have 2 cribs for the whole hotel and that none are available. Given the extremely small rooms and no baby crib, I kindly requested to cancel our booking or provide some refund. The staff laughed in our faces and said to raise a complaint but that there will be no refund. It is truly unfortunate how they treated us under the circumstances. Terrible and unfriendly staff and unfair treatment with no decency or client oriented mind set. Definitely avoid this hotel despite of low booking prices! Hotels like this forget that they are in business of providing a service to people and it seems they are only concerned about the profit and bottom line. Customers experience and human decency is unknown concept to them! We contacted booking.com customer support to assist with our dispute, so the customer support called the hotel. The hotel lied to and claimed that we have used the room for more then a hour that thus no refund will be provided where in fact I went to the reception with the baby asking for a crib immediately after entering the room as we had to put the baby to sleep and called my wife to leave the room 5 mins later. What a shame to hotel staff and manager.

I want a refund, no parking, the accommodation was not same as advertised. I almost couldn’t find place. Very dirty and tiny. Only one bed.