Best Western Premier Hotel Villa Stokkum in Hanau

This was the worst hotel experience of my life. There was one front desk attendant who also served as the entire housekeeping and room service staff, so when the Internet went out for the entire hotel, he was gone from the from desk for 20+ minutes as guests tried to check-in. A drunk man assaulted me and the other guests in the lobby, touching us, asking our nationality and sexuality. The security camera captured all of this. The hotel offers massage booking services on the card in each room, but when I asked to book, the clerk actually looked through a Rolodex and said he didn’t have any contacts. I booked my own massage, and I came down to the lobby, and the bar was still serving the drunk man, who was now climbing on top of a family sitting outside the dining area. I told the clerk that if he didn’t call the police, I would. The police came, took my statement about what happened to me, asked them to get the security footage. They said they would talk to the drunkard and assess the situation. I later tried to call room service and housekeeping later, and no one ever picked up. The clerk kept “it’s a Sunday and no one wants to come in for a 2hr shift”, which is ridiculous since a hotel operates 24/7. There is zero management of this hotel. At dinner, they had turkey in cream sauce, rice and tomato soup…likely all reheated and in chaffing dishes on the buffet table, but they refused to let anyone in until exactly 6PM. There was no staff to actually take the plastic film off of the salad station, and there were no soup spoons to be had, so we all resorted to slurping the soup out of the corner of square soup bowls. When I first checked in, the clerk asked when I needed the shuttle to the airport the next morning. I said 8 AM, and he expressed serious concern that it was “a really busy time”. Frustrated, I just said I’d order an Uber despite the fact that @Lufthansa had already paid them for my stay, meals and shuttle. 2hours later, I’m sipping a glass of wine in the lobby wait for the 6PM dinner, and a white man checks-in and asks for the 8 AM shuttle the next morning…the same one I asked for. He doesn’t express any concern that this is a “very busy time” to him. After the clerk checked-in the queue, I said I wanted to be added to the 8 AM shuttle, since I asked for it when I checked in much earlier. He offers me the 6 or 7AM shuttle, which I decline, and he reluctantly adds me to the 8 Am shuttle. The next morning, there are 9 people waiting for the shuttle, which is late because it’s caught in traffic. The group of 5 men are panicked, so they order their own Uber van and leave. The hotel shuttle arrives a few minutes later, and we all realize the shuttle only fits a maximum of 7 passengers, including the seat next to the driver; in other words, if the 5 men had stayed, there would’ve been two people left out to find their own way to the airport. If you’re taking reservations for the various shuttle times, how can you not do simple math to make sure guests are accommodated?! Lastly, the hotel is 30minutes from the airport, longer if there is traffic, so not convenient. It is also very tired and dated. The hotel responds to every complaint like this to say this is a “historic hotel”, but this does not mean they can’t paint and refresh carpeting. This is barely a 2-star hotel, and I will be reporting them to regulators and Lufthansa partners. This is not a safe or staffed hotel

Hotel stay provided by airline due to cancelled flight. Hotel is 25 min from airport. Nice staff. 2 stars due to shuttle service which is HORRIBLE! Driver ran a red light, was in his cell phone and was speeding. I ordered a baby seat for my 1.5 year old and they provided a booster seat which is illegal!