Mercure Hotel & Residenz Frankfurt Messe 4 stars

Overall rooms were clean , staff very helpful, parking was very expensive and manager did not look very welcoming, very noisy on Monday morning because of construction , rooms not suitable for allergic persons my son was coughing

Hotel was originally booked because of a congress at the Messe, which was cancelled. For that purpose the hotel would have been great. The personal stay with a voucher however, in Covid times, was somewhat disappointing since the bar and restaurant and even room service closed at odd times, contrary to the website information. At least when you close all your services much earlier, let your guests know well in advance via clear signs in the lobby or elevator so they can anticipate this. We were back, on purpose, around 22:10, so well before official closing of bar and room service (22:30) on Saturday so that we could order a bottle of wine for the room. Nothing was possible A very long and nasty story later, the whole hotel experience was ruined really. Wish staff had been more helpful to begin with on this matter.

I booked Novotel Frankfurt using my Accor membership, i was sent an email after to say the Novotel was unavailable but my booking had been changed to Mercure which is nearby the Novotel originally booked. I filled out the online check in procedure and my card was blocked for €130 to cover the room and check in, a conformation email was sent to my inbox. On arrival to Mercure i was asked to fill in an id form and present my payment card again. I told the staff that i had already done online check in, but they said they did not have it on their system. i filled out the id form and gave them my payment card. When i checked out the next morning i was again asked to fill out the same form i had filled on check in, i questioned this, they looked through some folders and eventually found my form from check in. Again they asked for my payment card, again i told them i had already gone through online check in and they had my payment details. By the time i had checked out 3x other guests had managed to check out at the desk next to me without any problems. Altogether an administration disaster from the start when i booked a hotel and was then sent to a different hotel which became a check in, and check out nightmare.

The only thing I did not like is the charge of the phone..it was too high. For the rest, I would have liked to have a double bed, and a bigger kitchen. But other than that I do not have anything else to say!

The overall experience was very good. I am satisfied with the help that I received from the hotel staff. I had one frustrating situation which made me put 8/10 instead of 10. During my last day, the cleaning staff was coming to my room 3 times before the time that I was supposed to check out. I had to get out of the shower to explain that I am still in the room. I believe that it is possible to tell the cleaning staff when the person leaves the room not to bother them every hour. It made me feel like I should leave as soon as possible because she has to do her job.