Charles Muller, GM Frankfurt Airport Hilton
Not happy Herr Muller
I am a Hilton Diamond, and checked in at 2040hrs August 2.
After forty (40) hours of flying Sydney-Bangkok-Milan-FRA, and no hotel in that time.
A lonnnnnnnnng day and no hotel. We were tired, and we really wanted some comfort. Which is WHY we book Hilton.
A nice room, a glass of wine in the lounge, and a long sleep.
We were really tired and irritable, and moving 2 heavy bags each, plus carry-ons and computer bags from baggage carousel to your Hotel, via THREE (3) escalators, and lots of walking that do not allow trolleys, really had us arrive totally exhausted. Like many of your guests I feel sure.
The Hilton must be a MILE walk from baggage claim. We got lost, got given wrong directions, could not use carts, and were really drained when we finally found Hilton.
I am a Starwood Platinum and if I knew that Sheraton hotel was far closer to Terminal 1, I would have booked that. Airport Sheratons are good – the one in Charles De Gaulle is superb, and we always book it.
They offer driver for a small fee to meet you at baggage area, and drive you to door despite them being IN the airport - as you are.
We get to check in, and a young girl tells me I have been ‘upgraded’. Great. I tell her of our huge travel ‘day’ and she does not seem very interested.
I ask her if lounge is still open so we can go up, have a glass of wine and a light snack, and go to sleep, as we were flying to Malta early today.
She phoned lounge, told them we were Diamond members, and says she was told if we want a wine we must pay for it, or we can go to the bar if we prefer. There was no-one else at check-in – she could have tried harder.
I could not have believed it – the hotel is nearly EMPTY due to holidays, and 2 Diamond members cannot get offered a single glass of wine?!
Crazy. Go to room 10111 annoyed to find a tiny room, and a bottle of water free. Great.
Thanks so much. A perfect “Welcome to Hilton” after 40 hours on planes.
If this was an “upgraded” room, the mind boggles at what a “basic” room is in your new hotel.
The air conditioning was far too hot even on lowest setting, and I see this comment already on TripAdvisor.
The ‘hot’ water from showers at night and morning was hardly working – was near cold for both of us. Unacceptable even for a $40 roadside motel.
No newspaper in morning and no request if we wanted one.
Sorry Herr Muller, for a brand new Hilton this is just not good enough.
I am a Diamond and Hilton MOSTLY looks after me with nice rooms, ESPECIALLY in a near empty hotel, as yours was last night.
Sadly we have already booked Hilton Frankfurt 2 more times in the next weeks or otherwise I’d probably forget it, and book Sheraton instead.
Design of your rooms is silly – bathrooms are FAR too large for the room size, and I could remove 5 square metres easily if I were designer, and add it to the room area.
No small airport room needs bath AND a shower – crazy waste of space. 2 huge deep wardrobes are a ridiculous waste of space for an airport hotel. One only could be by the door, and allow living area to be FAR greater.
Two persons in this tiny room area is very cramped. Just bad design – not your personal design I know, but you need to live with it – ad all future managers!
To have a lovely view of woodland and trees, but no DOOR to access it from room with a cup of coffee, is insane. Costs nothing extra to have a door there, and right now you cannot even open the windows an inch – they are bolted closed.
I have no idea how big the rooms were at the lower level ‘Garden Inn’ in same location, but they could NOT have been smaller!
Diamond members usually mean something SPECIAL to new Hiltons, and at Frankfurt airport I did not have the feeling we really got any different treatment than a non HHonors member really.
Refusing us a wine because we took 20 minutes to find the hotel, after walking for a mile, and the bar had just closed exactly at 2030 hours is insane, when the lounge was near empty.
I suggest one day when you are very tired that as an experiment you take 2 heavy large suitcases, a computer bag and 2 duty free bags.
Go down to International baggage claim by car, and walk back to your own hotel. You will get a surprise how hard that is to do, how long it takes, and how hot you are.
You cannot use carts, and for a new arrival at airport, no lifts or cabs seem possible – just a mile of walking. EXACTLY as many of your guests do every day.
And see how YOU feel, when a young girl says you can’t have a wine or beer after it all.
I hope some changes can be made - or bad reviews like this above that I have written, will possibly hurt the Hotel due to strong google matches to TripAdvisor – many will book once, and never return, or use the Sheraton etc.
Diamond members should surely not need to spend an hour writing letters like this about new Hiltons, in such an important city?
The overall quality finish is there for sure .. just a little more attention to the details and fine tuning, might be useful to ask staff to do in future?
We had a stay a few days later and WERE given a very nice room that time. The lounge area we did get to by closing time and is very nice and was very deserted. Hence being more annoyed at Day 31 treatment
Then another stay 3 days after that, and got same room as stay one. Inconsistent. Even spoke to duty Manager on that, who did not budge.
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