Mercure Hotel & Residenz Frankfurt Messe

A good hotel, only with the room allocation some went wrong, I have 2 times the room could not use because it was not clean. Then I had to decide myself for the waiting time to sit in the Restaurant, I had the impression I should just wait at the reception. Only then I was apparently forgotten there and have asked after 2 hours myself. in the waiting time I would have expected an attention, so I have used my welcome drink voucher.

Before my stay I was in communication with the hotel to combine two bookings - one made via my company and one booked and paid for online privately. I received conformation and assurance that the booking (each with unique reservation numbers) will be linked. I even requested a letter for visa application. Only on check out - when I was asked to pay again for the one night private stay was I informed that my booking was at a different Mercure hotel. Despite sharing booking information with the hotel, and sharing the voucher I received from my online booking, never was it indicated to me that I had mistakingly booked at the wrong hotel. I was then required to pay again, for a room I already paid for. The receptionist assured me that this will be resolved and I will be refunded. Only to be told via email when I got home that this is not possible as I booked at a different hotel and this is now my problem. Really poor customer service. No care for your customers.

But the sauna is still closed!!! For my next trip to Frankfurt I will decide to go to another hotel brand (if the sauna is still closed)

No kettle or coffee No chair or table other than desk. Had to ask for second towel twice. Good shower and sheets .Only one pillow each but cleaning of room good. All in all poor value at 713 euros for a 6 night stay. Not 4 star standard.

I stayed for two nights. Hotel rooms are spacious and clean.