Go Back  FlyerTalk Forums > Miles&Points > Hotels and Places to Stay > Marriott | Marriott Bonvoy
Reload this Page >

Westin Grand Hotel, Frankfurt, Germany, post 2007 renovation [Master Thread]

Westin Grand Hotel, Frankfurt, Germany, post 2007 renovation [Master Thread]

Old Sep 6, 2011, 2:41 am
  #76  
Suspended
 
Join Date: Aug 2008
Programs: Everything is refundable
Posts: 3,727
Originally Posted by Alex_I
- If we are talking quality then the Westin should consider serving at least better wines than the 2010 vintage they offered this August. Soup was O.K. but not better than available at my local supermarket (Harris Teeter in Raleigh, NC). I wouldn't take Hyatt Regency Mainz as a reference point - the latter hotel is not quite up to the standards including a rather pathetic Diamond amenity offering.
I agree that it is very nice to have an SPG property in Frankfurt having a lounge open 7 days a week. In my view, it is quite adequate for local standards but it is certainly short of being a spectacular.
Vintage equals quality ?

A super market soup from the US at the Westin Grand Frankfurt ?

Hyatt Regency Mainz not quite up to the standards ?

Sounds more like a rant of a frustrated traveler after some expected upgrades did not materialize
FD1971 is offline  
Old Oct 6, 2011, 9:29 am
  #77  
 
Join Date: Sep 2010
Location: Scottsdale, Berlin, Wherever
Programs: Marriott titanium Elite, Hyatt Globalist, AS, UA, AA, TWA, PAN AM, PSA
Posts: 556
Internet Speed?

I stayed at the Westin Grand a few years ago and had issues with the internet speed. It was taking three to five minutes to go from one screen to the next. When I called the front desk they said they would look into it but it never got better so I checked out after one night of what would have been a five night stay. I work in the evenings to take care of customers in the U.S. so decent internet speed is important. Trying to get to Platinum level and thinking about staying at the Westin on an upcoming trip. Was hoping someone can tell me how the internet speed is there now.
Uh Clem is offline  
Old Oct 6, 2011, 9:49 am
  #78  
 
Join Date: May 2001
Location: Dubai, UAE
Programs: AlFursan, AAdvantage, Aeroplan, Avios, Bonvoy, All
Posts: 1,486
Originally Posted by Uh Clem
I stayed at the Westin Grand a few years ago and had issues with the internet speed. It was taking three to five minutes to go from one screen to the next. When I called the front desk they said they would look into it but it never got better so I checked out after one night of what would have been a five night stay. I work in the evenings to take care of customers in the U.S. so decent internet speed is important. Trying to get to Platinum level and thinking about staying at the Westin on an upcoming trip. Was hoping someone can tell me how the internet speed is there now.

I've had around a dozen stays there this year and have had no trouble with the internet.
jakpot is offline  
Old Oct 6, 2011, 10:01 am
  #79  
 
Join Date: Sep 2010
Location: Scottsdale, Berlin, Wherever
Programs: Marriott titanium Elite, Hyatt Globalist, AS, UA, AA, TWA, PAN AM, PSA
Posts: 556
Originally Posted by jakpot
I've had around a dozen stays there this year and have had no trouble with the internet.
Thanks for the quick response. I was hoping it was just a one time issue. Looks like it was.
Uh Clem is offline  
Old Oct 19, 2011, 11:52 am
  #80  
 
Join Date: Sep 2006
Location: SEA
Programs: DL DM, HH diamond
Posts: 330
Has anyone had experience using points to upgrade to an executive (or higher) room at this Westin? I only hold SPG Preferred Plus status (most of my stays go to Hilton), but was thinking of booking a Deluxe room and trying to upgrade once I arrive.

Does this Westin allow upgrades using points at check-in? Any idea on how many points might be required?
AK-business-traveler is offline  
Old Oct 19, 2011, 12:07 pm
  #81  
Company Representative - Starwood
 
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Originally Posted by AK-business-traveler
...Does this Westin allow upgrades using points at check-in? Any idea on how many points might be required?
Subject to availability, you might be able to upgrade to a Deluxe room type at check-in for 1,000 Starpoints per night or to a Grand Deluxe or Westin Club room for 1,500 Starpoints per night.

Best regards,

William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]
Starwood Lurker is offline  
Old Oct 19, 2011, 12:11 pm
  #82  
 
Join Date: Sep 2006
Location: SEA
Programs: DL DM, HH diamond
Posts: 330
William - thanks for the speedy reply! I will book the Deluxe room from the outset but was hoping to be able to upgrade to at least a Club room. So if I extrapolate on your message, would the Deluxe --> Club upgrade also be 1,000 points?
AK-business-traveler is offline  
Old Oct 19, 2011, 12:16 pm
  #83  
Company Representative - Starwood
 
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Originally Posted by AK-business-traveler
...So if I extrapolate on your message, would the Deluxe --> Club upgrade also be 1,000 points?
No, it would be 1,500 Starpoints to upgrade to a Grand Deluxe or Westin Club room, regardless of what room type was booked originally.

Best regards,

William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]
Starwood Lurker is offline  
Old Oct 19, 2011, 10:38 pm
  #84  
Suspended
 
Join Date: Aug 2008
Programs: Everything is refundable
Posts: 3,727
Depending on how you value a Starpoint, it is probably worth it.

On the other hand, they might offer some upgrades against cash as well.

As pointed out, they offer a quality lounge breakfast + made to order eggs, some snacks and cake between breakfast and dinner service followed by a rock solid dinner service.

Typical European approach, however, so far more quality in comparison to the US and significantly less quantity.

No side dishes / appetite killers like in the US ( had to witness chicken wings & meatballs just recently at a Hilton in the US )

You have a major pedestrian zone right next to the hotel, which would offer you several possibilities of buying decent food at solid prices within a matter of minutes
FD1971 is offline  
Old Oct 20, 2011, 10:15 am
  #85  
 
Join Date: Sep 2006
Location: SEA
Programs: DL DM, HH diamond
Posts: 330
Thanks for the input. I probably will try for the upgrade once I get there - will see what they have available and also see how I feel after the TA flight.

I need another SPG night to at least make Gold status this year, but it is too bad that this hotel's not participating in the 2x / 3x points offer currently on. Ah, well, can't have it all....
AK-business-traveler is offline  
Old Oct 22, 2011, 11:23 am
  #86  
 
Join Date: Sep 2006
Location: SEA
Programs: DL DM, HH diamond
Posts: 330
Originally Posted by Starwood Lurker
No, it would be 1,500 Starpoints to upgrade to a Grand Deluxe or Westin Club room, regardless of what room type was booked originally.
I'm at the Westin right now and wanted to post an update. I booked a Deluxe room and asked at check-in about upgrading to either a Grand Deluxe or Club room. The front desk clerk told me that an upgrade would be 4,500 points.

I asked if that was always the case, since I had inquired online and been told that it would be 1,500 points by an SPG rep (I didn't go into the whole song and dance about Flyertalk and Starwood Lurker), and she assured me that it was. She then produced a flyer with a listing of instant awards for the hotel, which lists the following costs:

Upgrade to Westin Club Room
-from Deluxe Room: 4,500 Starpoints
-from Classic Room: 6,000 Starpoints

I passed on the upgrade - did not seem like a good use of points to me. As others have pointed out, the hotel is centrally located with plenty of nice restaurants, bars and other food options around. But, YMMV.

William, is each property free to set their own point 'cost' for an upgrade? Just curious in light of what I've read here and my experience at other hotels in the SPG network.
AK-business-traveler is offline  
Old Oct 23, 2011, 9:48 pm
  #87  
 
Join Date: Sep 2010
Location: Scottsdale, Berlin, Wherever
Programs: Marriott titanium Elite, Hyatt Globalist, AS, UA, AA, TWA, PAN AM, PSA
Posts: 556
Originally Posted by AK-business-traveler
I'm at the Westin right now and wanted to post an update. I booked a Deluxe room and asked at check-in about upgrading to either a Grand Deluxe or Club room. The front desk clerk told me that an upgrade would be 4,500 points.

I asked if that was always the case, since I had inquired online and been told that it would be 1,500 points by an SPG rep (I didn't go into the whole song and dance about Flyertalk and Starwood Lurker), and she assured me that it was. She then produced a flyer with a listing of instant awards for the hotel, which lists the following costs:
I booked three nights at this hotel next month using points for a Classic room. I was able to call the Starwood line and upgrade to a Club room for an additional 1,500 points per night. Maybe you have to reserve in advance to get the 1,500 rate.
Uh Clem is offline  
Old Jan 5, 2012, 8:55 am
  #88  
 
Join Date: May 2001
Location: Dubai, UAE
Programs: AlFursan, AAdvantage, Aeroplan, Avios, Bonvoy, All
Posts: 1,486
Some photos of the Westin Grand Frankfurt Lounge from yesterday. Located on the first floor terrace overlooking the main bar area.
















jakpot is offline  
Old Jan 7, 2012, 10:01 pm
  #89  
 
Join Date: Jan 2011
Programs: SPG PLT, Air France, Lufthansa, Continental Air
Posts: 80
The club lounge here is very, very good. Some of the front desk staff could learn a thing or two about customer service from the young ladies who staff the club lounge.

To the very unpleasant lady with short, dark hair at the front desk:
First of all, it wouldn't hurt you to smile every once in a while. It won't cause your face to crack and it doesn't hurt.
Second, you may think because I carry a U.S. passport and am a woman traveling with a child that I am just some dumb tourist. I'd like you to know I'm a return Platinum guest to your property and the reason I return is to visit my grandparents graves. I spent a lot of time with them in Frankfurt while I was growing up and I understand enough German to know you told the trainee who checked me in not to upgrade me to the suite that I deserved under the terms of the SPG program. Your hotel wasn't busy during my stay. There were no trade fairs in town and it was over the holiday. In fact, many staff remarked on how quiet it was.
Your rude, hateful attitude really is uncalled for. I'm upset not only that you tried to not give me the upgrade I was entitled to, but that you did it with such attitude.

To the management:
I spoke with the front desk about this matter when I checked out. I was told you'd email me. It's been weeks and I haven't heard a word.

To the SPG Lurkers out there:
We shouldn't have to fight for the upgrades we are entitled to.
famtravlworld is offline  
Old Jan 7, 2012, 10:52 pm
  #90  
 
Join Date: Mar 2010
Programs: Delta SkyMiles PM, Starwood SPG Platinum, Hilton HH Honors, UA MP Silver, EK Skywards Silver
Posts: 652
Originally Posted by famtravlworld
The club lounge here is very, very good. Some of the front desk staff could learn a thing or two about customer service from the young ladies who staff the club lounge.

To the very unpleasant lady with short, dark hair at the front desk:
First of all, it wouldn't hurt you to smile every once in a while. It won't cause your face to crack and it doesn't hurt.
Second, you may think because I carry a U.S. passport and am a woman traveling with a child that I am just some dumb tourist. I'd like you to know I'm a return Platinum guest to your property and the reason I return is to visit my grandparents graves. I spent a lot of time with them in Frankfurt while I was growing up and I understand enough German to know you told the trainee who checked me in not to upgrade me to the suite that I deserved under the terms of the SPG program. Your hotel wasn't busy during my stay. There were no trade fairs in town and it was over the holiday. In fact, many staff remarked on how quiet it was.
Your rude, hateful attitude really is uncalled for. I'm upset not only that you tried to not give me the upgrade I was entitled to, but that you did it with such attitude.

To the management:
I spoke with the front desk about this matter when I checked out. I was told you'd email me. It's been weeks and I haven't heard a word.

To the SPG Lurkers out there:
We shouldn't have to fight for the upgrades we are entitled to.
Wow. Now that's not only bad customer service from this hotel, but that kind of behavior is shameful.

Have you called the Platinum line and asked them to speak to the hotel management? You should give that a try...or if you can call the hotel, ask to speak to a manager and take note of the staff member you speak to. I've had a similar situation happen in the past when regarding a particular request I was told a management staff member would give me a call back...never happened for some time, and the Platinum line helped me out greatly and got the matter resolved within a few minutes.

One word of caution, as much as I believe that the property was not busy during that time and your experience was just horrendous dealing with the front desk...it's always best not to assume availability. You can always check spg.com and see what room types are available but at the end of the day we can act like we know what the hotel inventory looks like based on the atmosphere (trust me, I do this as well) and still be wrong. I am in no way trying to defend the actions of the Westin Grand Frankfurt here, but I just don't like to assume that hotels aren't going to be full and I'll be upgraded...I do my best to have the mindset that everything is based on availability, hope for the best that an upgrade will get through as it is a benefit of being a Platinum, and if it happens...it's just a nice surprise.

I have actually tried to book this hotel a couple times before during a time where I thought it was quiet, and there were no suites available at all even for purchase. As a result, I ended up booking at the Le Meridien Parkhotel Frankfurt where I requested an upgrade after booking a Classic Room and was moved to a Deluxe Room rather than a Suite in the historic wing. Spg.com showed availability of suites - because I was not feeling well I did not bother going back down and letting them know and it was only a 1 night stay. Should I have been upgraded? I think so, but in 2011...I think that was maybe 1 of 2 stays in which I did not receive an upgrade to a Suite. The other being the Sheraton Atlanta Airport.

With that said, the front desk behavior you experienced was just flat out wrong in assuming you did not understand what they were saying and it's just unprofessional. Interestingly enough, I'm going to back in Frankfurt for a day or two in March and was planning on booking at this property...I'll have to think on this one. The Le Meridien Frankfurt was a bit disappointing on the upgrade, maybe I need to just stay at the Sheraton Frankfurt Airport.
stylo4444 is offline  

Thread Tools
Search this Thread

Contact Us - Manage Preferences - Archive - Advertising - Cookie Policy - Privacy Statement - Terms of Service -

This site is owned, operated, and maintained by MH Sub I, LLC dba Internet Brands. Copyright © 2024 MH Sub I, LLC dba Internet Brands. All rights reserved. Designated trademarks are the property of their respective owners.