JW Marriott Hotel Frankfurt

A great view and great location, but the service and quality are disappointing for expectations of a JW Marriott.

The number of issues we encountered are surprising.

Cons:
- Our bags were lost on arrival for quite a while as they were delivered to the wrong room.
- Our room was not ready on time, and the host offered us a drink at the bar while we wait, for which we were then billed.
- The shower controls were corroded/frozen in place, that was resolved day 2 of our stay
- The TV was not functioning upon arrival, resolved quickly but shows the room was not well checked over.
- Shutters between bathroom and bedroom are not functioning

Pros:
- Lovely location, views over the city, walkable to much of the tourist attractions.
- Quite modern elevators that you select your floor before hand and it directs to which lift to take, automated from there.

Overall, the service and quality of this hotel is excellent. The rooms are big and feel luxurious, and the staff is very friendly. However, I had booked this room to get a good night’s sleep before my long flight. Unfortunately, there was some issue where the air conditioning was not working, and it was a 90 degree day. I called down several times and they said they would look into it, and finally after my third call told me it was a building wide issue. They did provide a fan which helped. But for the price I paid, I was unable to sleep and very uncomfortable. If you are temperature sensitive and coming in a hot month, double-check that the air conditioning is working.

Since Google does not allow users to post more than one review, I would like to share my second day of experience with this line.

After a round of ball-passing football games, I finally got their real manager in charge to help me with my case. This gentleman is passionate and willing to help customers. He helped me find a room with a single king-size bed. Unfortunately, that room's safe also didn't work when we checked together. I trust there is no other choice; he upgraded me to a better room, and most importantly, everything is working in this room. He also helped me move the room by himself, as his other stuff was busy.

This is true experience sharing, and I'm not trying to leverage what looks like minor stuff and then trying to ask for more. I also told the manager last night that we are willing to pay extra, and we really feel that room is something wrong and that it is not ready to serve the customers. We just want to get what we paid at least and feel comfortable staying and visiting this beautiful city. But I trust the manager last night is telling me the truth; they were 100% booked the previous night.

Anyway, I have updated this review from 1 star for both service and room to 3 stars. I cannot give 5 stars as an honest comment. A 5-star hotel cannot rely on one single good-duty manager to provide an awesome experience for its customers. It's teamwork. I hope this hotel can review its service and quality management in order to keep this famous brand name.

Lastly, I would like to give 2 more feedback for this 5-star hotel facilitates. First is about the water temperature of their shower; it would suddenly become extremely hot and cool at random. That's hurt my body and face. It happens in my original and the new room. I trust there's something wrong with the whole system. Secondly, why not have a water heater in the room for this grade of the hotel? The hotel staff told me that I could use the Nespresso coffee machine to make hot water. But the point is it would come with coffee smell hot water. It is not necessary to put one in every room, but at least they can have some standby if customers ask this common stuff. Not everyone likes coffee.