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“New and tidy, but poorly equipped”

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Holiday Inn Express Frankfurt City Hauptbahnhof
Ranked #61 of 269 Hotels in Frankfurt
Reviewed 11 July 2012

This hotel is newly-built and very clean. It's meant to be a hotel for relatively low-budget guests but, even so, its equipment is too poor in some respects. For instance, the rooms have no fridge at all and even no place for luggage (not even a folding one), so that luggage can only be placed on the floor. There is only one type of liquid soap and nothing else (not even a shower cap). The washing basin in the bathroom is very small and high, very inconvenient. On the other hand, there is a very nice shower. Rooms in lower floors, esp. when overlooking the street, are noisy all night, despite solid windows, as garbage is collected and loading of merchandise is done at strange hours. One rather ethnic bar opposite the hotel is also noisy at night. Breakfast is basic, offered in buffet style in the open space of the front desk and very close to it. There are small tables with not even basic serving sets (not even paper sous-plats). There is nothing warm offered and coffee can only be taken from a machine. At all times (except the specific breakfast) there is nothing to eat in the hotel, not even a sandwich, as it maintains no kitchen. One further peculiarity is that guests are requested to pay their bill in full at check-in, that is, before they even see their room. Frong desk services are equally basic, following the overal hotel concept. Location is also not the best, as groceries and ethnic stores are very next to the hotel and all around in that particular spot. Given all that, I wonder how this hotel claims no less than 100 Euros -- and during exhibition times it sometimes happens that it charges as much as 260!

Room Tip: Don't choose first floor rooms overlooking the Elbestrasse
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  • Stayed: May 2012, travelled on business
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1  Thank travelquick
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
IHGCare, Guest Relations Manager at Holiday Inn Express Frankfurt City Hauptbahnhof, responded to this reviewResponded 1 August 2012

Dear travelquick,

Thank you for taking the time to express your thoughts and concerns regarding your stay with us. I'm delighted you found our property clean. We work diligently to ensure our facilities are well maintained and we try our hardest to provide not just good value, but comfortable, clean and friendly accommodations. I'm sorry our hotel fell below your expectations and regret you were not satisfied with the amenities and services we offer. Your feedback is very important to us as this assists us in continually improving ourselves in our aim to provide the best guest experience possible to all our guests.

Your patronage and support is very important to us and we look forward to welcoming you back in the near future.

Sincerely,

Joel B
Case Manager
IHGCare

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438 - 444 of 923 reviews

Reviewed 10 July 2012

I stayed at this hotel in May with a friend for 3 nights and found the reception staff pleasant and helpful. We had a Priority room which was spacious, clean and quiet. The breakfast was really good with plenty of choice. The location of the hotel was great. We arrived by train and the hotel was a very short walk from the station although we did get the wrong directions and had to walk through the red light district which was easy to avoid after that!. It was very easy to get from the hotel to all the places of interest by tram and on foot and to restaurants and cafes. All in all a very good choice and to be recommended.

  • Stayed: May 2012, travelled with friends
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Thank CountrymusicfanUK
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HIEXFRAAD, Guest Relations Manager at Holiday Inn Express Frankfurt City Hauptbahnhof, responded to this reviewResponded 19 July 2012

Dear Tripadvisor - User,

Thank you so much for your great review.
We are thrilled to see that you enjoyed your stay and that we were able to exceed your expectations.
We know that there are countless hotels to choose from in Frankfurt and our goal is to make your decision an easy one.
Thank you for mentioning our staff, it is our mission to ensure all of our guests receive the best service and value.
We are delighted that you enjoyed our breakfast and that you found the value to be beneficial.
If this was your first time staying with us, we certainly hope you were encouraged to return.
Thank you again for the kind words and we look forward to having you stay with us again soon.

Best regards,
Sandra Diodati
Guest Service Manager

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Reviewed 9 July 2012

What a pleasure to check in here as opposed to the HI Birmingham Airport. Friendly staff, easy check in, very nice rooms, good breakfast, very mouse friendly. Good Italian just around the corner. Enough said!

  • Stayed: July 2012, travelled on business
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Thank Charlie M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HIEXFRAAD, Guest Relations Manager at Holiday Inn Express Frankfurt City Hauptbahnhof, responded to this reviewResponded 19 July 2012

Dear Tripadivsor - User,

We really enjoyed your review.
Thank you so much for staying with us and for sharing your experience with other travelers.
We are happy to see that you enjoyed your time here in Frankfurt and that our location was convenient for you.
We hope to be your hotel of choice for any future trips to Frankfurt and look forward to your return.
Thanks again and safe travels.

Best regards,
Sandra Diodati
Guest Service Manager

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Reviewed 5 July 2012

First of all, when you arrive at a hotel after a long trip, there's nothing worse than seeing an empty reception desk. Then, standing there while the receptionist walks over to you at a snail-pace with a desolate expression on her face sucks all the enjoyment out of traveling. And Holiday Inn Express definitely is a kill joy. Service ... or lack of service ... wise, one of the worse hotels I've stayed in.

It came as a surprise to experience such deplorable customer service at a large chain hotel. It was as if every employees we'd come across at the hotel had no idea that she was working in an "hospitality industry", as I'd encountered friendlier people who worked at the post office. Even when we were checking out, and there was a confusion with the billing, there wasn't even a word of apology from the staff or the manager for the inconvenience we'd encountered or an acknowledgement that they'd made a mistake; instead, she simply walked away without so much as a word or a greeting.

The only positive thing about the hotel was the location which happens to be about 2 blocks away from the Frankfurt's main train station; however, there are many other reasonably-priced hotels in the area that offer same type of accommodation, i.e. Mercure, where I've had a much better experience.

  • Stayed: June 2012, travelled with family
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2  Thank gl0betrotter
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
IHGCare, Guest Relations Manager at Holiday Inn Express Frankfurt City Hauptbahnhof, responded to this reviewResponded 5 August 2012

Dear gl0betrotter,

Thank you for taking time out of your busy day to leave us a candid review. We appreciate your nice comment regarding the location of the hotel.

However, I would like to offer a sincere apology for the poor customer service provided by our staff and manager.We will definitely look into it as it would give us an opportunity to improve for our next guest or your next visit.

Sincerely,

Orlando A.
Case Manager
IHGCare

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Reviewed 3 July 2012

Right in the middle of the city, and a short walk from the main train station, this is a perfect hotel for both business as well as tourists. And within walking distance of most of Frankfurt. Decent breakfast, and clean, secure rooms. The only worry was the front desk was willing to give out a spare key without checking any ID!!! Mighty sheepish they were when we pointed that out.

  • Stayed: June 2012, travelled with family
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2  Thank kaushikdeb
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HIEXFRAAD, Guest Relations Manager at Holiday Inn Express Frankfurt City Hauptbahnhof, responded to this reviewResponded 19 July 2012

Dear Tripadvisor - User,

Thank you so much for taking the time to share you experience with us.
We really appreciate you choosing our location for your recent trip to Frankfurt and hope it was convenient for all your activities.
We do apologize for the inconvenience you experienced with our front desk. We also took immediate action when you reported the issue with the spare key.
Thank you for notifying us and you will be happy to know the situation has been adressed, to prevent future mistakes.
We sincerely appreciate you staying with us and we hope to see you again in the future.

Best regards,
Sandra Diodati
Guest Service Manager

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Reviewed 26 June 2012

I stayed here over night in May and was very pleased with all aspects...room, service, location. The hotel is just down the road from the train station and is close to shopping areas. There are plenty of bars and restaurants round about too. The hotel reception was clean and could accommodate all requests the room was large clean and tastefully decorated. The bathroom was lovely. We found the activities outside the hotel very entertaining as it is right in the middle of the adult night life!!!!

  • Stayed: May 2012, travelled with friends
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1  Thank hoopschick1888
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management response:Responded 28 June 2012

Dear Tripadvisor-user,

thank you for spending time to share your impressions. We are so glad to read, that you really enjoyed your stay. It is one of our biggest advantages to be located between oldtown, city centre and the main train station. Next to the hotel you find a lot of restaurants, which offer oriental, asian and local food specialties- it is Frankfurt's colorful face and shows the mix of different cultures. Our hotel is the newest Holiday Inn Express in Frankfurt and shows the new face and design of this brand-good to see, that you really like this style.

So thank you again for this review. We hope to see you next time.

Best regards,

Olaf Kusch
Assistant Hotel Manager

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Reviewed 18 June 2012

We stayed in this hotel for 3 nights. As so many reviews showed, the location couldn't be better. Walking distance to the central train station, Euro bank, major shopping street, Roman square and Maine river. You can also easily find so many restaurants and grocery stores nearby. With so many people even at midnight, it's feel totally safe. Not the windows are good at blocking the noise on the streets so we had a good sleep at night.

The hotel is quite standard. Exactly like a Holiday Inn Express. Nothing fancy nor to complain. Room is spacious and recently renovated. Breakfast is good, lots of options comparing to North American hotels, but average to European hotel. You have to ask for the internet user name for each device and only available for 24 hours. Considering we have a smartphone , a tablet and 2 laptops, which means 4 sets of user names and passwords, it is a bit inconvenient.

Overall, this is a good hotel to stay. Just make sure your taxi driver get the right address, because there is another Holiday Inn in another major train station.

Stayed: May 2012, travelled with friends
2  Thank horizonstar
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management response:Responded 1 July 2012

Dear Tripadvisor - User,

Hello and thank you for your great review on tripadvisor. We greatly appreciate you choosing to stay with us during your recent trip to Frankfurt.

We are absolutely delighted to see that you enjoyed your stay here and that you liked the location of the hotel. As you mentioned, we are located downtown Frankfurt close to all sights and we hope you could take back some happy memories of your visit.

We would like to invite you to become a member of our priority club. It is a worldwide bonus program. You`ll be able to earn points and accumulate and redeem the points in i.e. free nights, free internet etc.

We are really glad that we could exceed your expectations regarding the room size and the breakfast buffett. Nothing is more rewarding for our staff than knowing that our guests are satisfied with our customer service.

Thank you again for recommending us to the tripadvisor community, we hope other travelers will benefit from it.

Best regards,
Sandra Diodati
Guest Service Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Holiday Inn Express Frankfurt City Hauptbahnhof

Address: Elbestr. 7, 60329 Frankfurt, Hesse, Germany
Phone Number:
Region: Germany > Hesse > Frankfurt > Bahnhofsviertel , Innenstadt
Amenities:
Bar / Lounge Business Centre with Internet Access Free Breakfast Wheelchair access
Hotel Style:
#34 Romantic Hotel in Frankfurt
#42 Luxury Hotel in Frankfurt
#54 Business Hotel in Frankfurt
Price Range: £70 - £248 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Holiday Inn Express Frankfurt City Hauptbahnhof 4*
Number of rooms: 116
Official Description (provided by the hotel):
Welcome to the Holiday Inn Express Frankfurt City Hauptbahnhof. In the heart of Frankfurt, next to the “main station Frankfurt“, the new Holiday Inn Express Frankfurt City Hauptbahnhof Hotel recently opened in March 2011. Just a few minutes walk to the city centre and famous sights of Frankfurt like the Opera Frankfurt, the Staedel Museum, the German Museum of Architecture, the Goethe House or St. Leonhards’ Church. The Holiday Inn Express Frankfurt City Hauptbahnhofis the perfect place to stay to discover the famous business city Frankfurt am Main. Our 116 comfortable air-conditioned, non smoking bedrooms, with flat screen colour TV, offer a telephone, a safe, high speed Wi-Fi internet connectivity, hairdryer and tea and coffee making facilities. Our continental breakfast buffet is included. We have integrated the dynamic philosophy of the Holiday Inn Express brand into the meetings sector and look forward to your request for a professionally run conference. 1 modern meeting room, 25m² with air conditioning is available for your meeting.We are looking forward to your visit at the Holiday Inn Express Frankfurt City Hauptbahnhof! ... more   less 
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Also Known As:
Holiday Inn Express Frankfurt City Hauptbahnhof Hotel Frankfurt

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