Holiday Inn Frankfurt Airport, an IHG Hotel

Came to check in and I thought being a reward member would allow me to cue in the fast rewards member line, turns out it wasn’t the case cuz they decide to just not follow the rules.

After checking in, we realized that the ac wasn’t working and there was no warning at check-in. We called the receptionist and they said maintenance is fixing at the moment but not sure when it would be done. (This was almost 6:30-7pm) We were also told that we could get a fan but they wanted to wait and see if the AC could be fixed.

After going out for dinner and coming back before 10pm, we asked about the fan and apparently there were none left. So front desk decides to compensate us with free drinks. Funny enough is that even after you bring the ice cold drinks from the fridge downstairs and keeping it in your room fridge, they turn warm. Not sure why the fridge isn’t cold at all and now my drinks that were supposed to be compensated due to the heat is also being effected by the heat.

If we were told about this situation with the ac we would’ve rebooked a hotel immediately. Seems like they just want to avoid the facts and just make people stay. The lobby is 10x cooler than my room. This is ridiculous and I would not recommend this place.

This morning's shuttle driver tried to extort me over my lost phone. It fell out of my bag, and after waiting 25 minutes in a panic, I had to take a cab back to the hotel, only to find the phone wasn’t at the front desk. Frustrated, I returned to the airport and spotted the shuttle. When I confronted the driver, he smugly dangled my phone in front of me, knowing it was mine. When I thanked him and offered the little cash I had, he refused and demanded I go to an ATM. I had to wrestle my own phone out of his hands! This wasn’t just incompetence—it was a blatant attempt to steal from me. Hiring someone like this is a disgrace, and it makes you question the integrity of the entire operation.

We were not greeted. We got in line waiting to be checked in. But there were 2 ladies behind the counter just cleaning instead of helping us. Then the room we got the AC did not work, and the room was really hot during a warm day.

WORST staffs!
1. No greeting for Platinum member.
2. Rather cleaning the counters and making customers to WAIT!
3. Unprofessional and untrained staffs to check us in. Took too long to check us in. Even we told them to put two reservations, two rooms need to be closer because traveling with children. One room is in 4th floor and the other room is in 6th floor, which part of English “CLOSER” that two staffs cannot understand? Or they just chose to ignore customers? Don’t know!
4. Customers need to request benefit either points or beverage.
5. Shuttle bus costs 6 Euro per person and does NOT accommodate early flight. Ugh…..

Very bad experience about staffs!!!!