Westin Grand Hotel, Frankfurt, Germany, post 2007 renovation [Master Thread]
Jan 8, 2012, 6:21 am
#91
Join Date: May 2001
Location: Dubai, UAE
Programs: AlFursan, AAdvantage, Aeroplan, Avios, Bonvoy, All
Posts: 1,486
I have decent success with upgrades to the duplex and junior suites at this hotel. Not any problems yet with the front desk.
My only nitpicking is:
ESPN Amercia keeps cutting out on the IPTV system, only channel that cuts out. Last week, cut out in the middle of the NHL winter classic
and didn't come back. Same thing happened during the 2010 Stanley cup finals.
Cheers
My only nitpicking is:
ESPN Amercia keeps cutting out on the IPTV system, only channel that cuts out. Last week, cut out in the middle of the NHL winter classic
and didn't come back. Same thing happened during the 2010 Stanley cup finals.Cheers
Jan 8, 2012, 6:25 am
#92
Join Date: Jun 2007
Location: europe
Programs: EX²-*wood platinum, EX-hyatt diamond, sixt platinum, hilton silver, leaders club, esselunga verde...
Posts: 2,048
We will see, what will happen when I check in at the Westin Frankfurt this year...
Jan 8, 2012, 7:14 am
#93
Suspended
Join Date: Aug 2008
Programs: Everything is refundable
Posts: 3,727
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.
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.
The LM cannot compete with the Westin. The Westin has by far the most luxurious rooms and especially suites of all the SPG properties in and around FRA.
The lounge at the Westin is comparable to the lounge at the Sheraton FRA in terms of food and service, among the best in Germany.
Plat. treatment, when it comes to suite upgrades and the condition of the hotel in general is well below average when you talk about the LM Frankfurt, Sheraton Congress and Sheraton Offenbach. Old and tired places, barely any suites in the pool. Location of the LM and some junior suites might result in a more positive experience, but in any case, you should opt for the Sheraton FRA or the Westin ( Quality is clearly more expensive in Frankfurt )
Jan 8, 2012, 10:07 am
#94
Join Date: Dec 2007
Location: ORD
Programs: BA, AA, SQ, UA, AC, WS, MR TIT
Posts: 8,659
Every time I check in an SPG hotel in germany using my US passport I noticed that staff treat me like dirt even if I am staying in an US chain, while when I use my CAN passport I get a very freindly welcome and instant upgrade without asking
Last edited by NA-Flyer; Jan 8, 2012 at 10:37 am
Jan 8, 2012, 10:56 am
#95
Join Date: Jan 2011
Programs: SPG PLT, Air France, Lufthansa, Continental Air
Posts: 80
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.
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.
Apr 27, 2012, 5:06 pm
#96
Join Date: Jul 2002
Location: New Orleans, AA EXP, DL PM, SPG PLT, HH Diamond
Posts: 3,750
I'm on the telephone now. Representative will only allow an upgrade to Deluxe room for 1500 points. There appear to be some issues with this Hotel. Is this still the desired property in Frankfurt?
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]
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Apr 27, 2012, 5:15 pm
#97
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Category 5 hotels start at 1,500 Starpoints for Specialty (Deluxe) and the Grand Deluxe are Specialty Select for 2,750 Starpoints.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Last edited by Starwood Lurker; Apr 27, 2012 at 5:22 pm
Apr 28, 2012, 1:06 am
#98
Suspended
Join Date: Aug 2008
Programs: Everything is refundable
Posts: 3,727
High quality furniture used in rooms, COR, Walter Knoll etc.
One of the best club lounges in the Westin system.
Apr 28, 2012, 10:55 pm
#99
Join Date: May 2004
Programs: Various Programs of Interest & LT Collector.
Posts: 1,483
Does anyone know what time the lounge opens?
I'll have a flight on a Monday morning at 8:10AM and was hoping to see if there was time to get a quick bite before leaving the hotel.
We will already be checked in and have our boarding passes as this is an intransit stay over night.
What time should we leave the hotel on the train for the airport (I'm assuming there is a train to the airport and this would be the quickest most convienient method).
I'll have a flight on a Monday morning at 8:10AM and was hoping to see if there was time to get a quick bite before leaving the hotel.
We will already be checked in and have our boarding passes as this is an intransit stay over night.
What time should we leave the hotel on the train for the airport (I'm assuming there is a train to the airport and this would be the quickest most convienient method).
Apr 29, 2012, 10:20 am
#100
Join Date: Jun 2005
Location: MCO-The Mouse House
Programs: AA EXPlt, SPG Plt, Nat EE
Posts: 1,542
Does anyone know what time the lounge opens?
I'll have a flight on a Monday morning at 8:10AM and was hoping to see if there was time to get a quick bite before leaving the hotel.
We will already be checked in and have our boarding passes as this is an intransit stay over night.
What time should we leave the hotel on the train for the airport (I'm assuming there is a train to the airport and this would be the quickest most convienient method).
I'll have a flight on a Monday morning at 8:10AM and was hoping to see if there was time to get a quick bite before leaving the hotel.
We will already be checked in and have our boarding passes as this is an intransit stay over night.
What time should we leave the hotel on the train for the airport (I'm assuming there is a train to the airport and this would be the quickest most convienient method).
Apr 29, 2012, 11:03 am
#101
Join Date: Jun 2007
Location: JAX
Programs: UA Plat MM, AA Gold MM, Marriott LTT, Hyatt Globalist
Posts: 3,770
You may not have time for quick breakfast at the hotel.
May 15, 2012, 1:28 pm
#102
Join Date: Nov 2010
Location: Seattle, WA
Programs: DL Plat, Hyatt Glob, AA 1MM. Former UA 1K, AA Exec Plat
Posts: 311
Mrs Seaflyguy and I had a quick one-night stay at the Westin Grand so that we could layover a night and take advantage of the LH FCT at FRA the next morning. It was a quick stay, checking in around 6:00 PM and checking out just 12 hours later.
The good:
The location is excellent, just steps from an U-bahn stop and close to all sorts of shopping.
The public spaces of the hotel are excellent, including the lobby and the club -- though the latter can be noisy if people in the lobby are being noisy, since the club is open-air and overlooks the lobby.
The staff seemed reasonably friendly and I can't complain about them at all.
The room we had was quite nicely appointed -- attractive modern furnishings, comfortable bed, and a great Westin bathroom.
The bad:
I wasn't upgraded to a suite and given how little time we were spending there, didn't feel like making a big deal out of it. I'm fairly sure that based on the occupancy I saw, there must have been plenty of rooms available that were better than the one into which they placed us.
The bell desk wasn't well staffed. When we arrived, I had to go hunt down help inside, which eventually came in the form of a front desk clerk (normally I wouldn't care, but we had too much baggage to hand-carry). When we departed, it took far too long for someone to come upstairs to help us after our call.
The security lock on our door was broken, nearly torn off. You'd think someone would have noticed that and fixed it.
But the issues above were minor compared to the A/C situation. It was a nice, pleasant day in Frankfurt. Our room faced westward, so we were getting the brunt of the sun. When we checked in, it was warm, but we assumed it was just because the A/C wasn't on. The controls are old-style, just a dial for warmer or cooler, no temperature display or control. I cranked the dial to its coolest setting and we left to go exploring. When we returned, it was even hotter than when we left. (No, I hadn't accidentally turned on the heat.) The small amount of mildly cool air coming out of the vent couldn't keep up with the sun hitting the window. We figured we'd open the window and get more air in, but there was no inflow of air, even when we opened the door to the room. By this point it was late, we were tired and unpacked, and we figured we'd just make the best of it. Big mistake. I barely slept all night, and when we finished our showers in the morning and were awaiting the bellman, we looked at each other and said, "We can't wait to get out of this room." The fresh air outside was a huge relief.
If I had been staying longer, I would have pushed back on the room we were given. If I had realized how bad a situation we were in for with the A/C, I would have pushed back -- though I don't know whether we had a bad room in that regard or whether the hotel simply decided not to turn on A/C for anyone and so there was no respite.
I don't know if we'd stay again. I'd probably communicate with the GM first and obtain his or her assurance that we wouldn't encounter the same problems again.
The good:
The location is excellent, just steps from an U-bahn stop and close to all sorts of shopping.
The public spaces of the hotel are excellent, including the lobby and the club -- though the latter can be noisy if people in the lobby are being noisy, since the club is open-air and overlooks the lobby.
The staff seemed reasonably friendly and I can't complain about them at all.
The room we had was quite nicely appointed -- attractive modern furnishings, comfortable bed, and a great Westin bathroom.
The bad:
I wasn't upgraded to a suite and given how little time we were spending there, didn't feel like making a big deal out of it. I'm fairly sure that based on the occupancy I saw, there must have been plenty of rooms available that were better than the one into which they placed us.
The bell desk wasn't well staffed. When we arrived, I had to go hunt down help inside, which eventually came in the form of a front desk clerk (normally I wouldn't care, but we had too much baggage to hand-carry). When we departed, it took far too long for someone to come upstairs to help us after our call.
The security lock on our door was broken, nearly torn off. You'd think someone would have noticed that and fixed it.
But the issues above were minor compared to the A/C situation. It was a nice, pleasant day in Frankfurt. Our room faced westward, so we were getting the brunt of the sun. When we checked in, it was warm, but we assumed it was just because the A/C wasn't on. The controls are old-style, just a dial for warmer or cooler, no temperature display or control. I cranked the dial to its coolest setting and we left to go exploring. When we returned, it was even hotter than when we left. (No, I hadn't accidentally turned on the heat.) The small amount of mildly cool air coming out of the vent couldn't keep up with the sun hitting the window. We figured we'd open the window and get more air in, but there was no inflow of air, even when we opened the door to the room. By this point it was late, we were tired and unpacked, and we figured we'd just make the best of it. Big mistake. I barely slept all night, and when we finished our showers in the morning and were awaiting the bellman, we looked at each other and said, "We can't wait to get out of this room." The fresh air outside was a huge relief.
If I had been staying longer, I would have pushed back on the room we were given. If I had realized how bad a situation we were in for with the A/C, I would have pushed back -- though I don't know whether we had a bad room in that regard or whether the hotel simply decided not to turn on A/C for anyone and so there was no respite.
I don't know if we'd stay again. I'd probably communicate with the GM first and obtain his or her assurance that we wouldn't encounter the same problems again.
May 30, 2012, 6:20 am
#103
Join Date: Jul 2002
Location: New Orleans, AA EXP, DL PM, SPG PLT, HH Diamond
Posts: 3,750
Bad Experience
Bad experience here recently. Hotel halls and room was dark. Room had a 'musty' smell. There were bugs flying around in the toilet. Bar charged us 9 Euros for a bottle of water. Front desk was unfriendly. Tried to charge us for internet although it was included in room rate. Coffeemaker in room was broken. Would NEVER stay here again. Relative to other hotels we have stayed at in Europe, this one ranks near the bottom. Don't understand the positive reviews. Must not be many other nice places to stay in Frankfurt...
Jul 1, 2012, 7:42 am
#104
Original Member
Join Date: May 1998
Location: NYC
Programs: AA 2MM, Bonvoy LTT, Hilton Diamond
Posts: 14,639
Currently staying an AMEX FHR. Should have notice issued when check-in was done by a very young clerk. Made no acknowledgement of FHR benefits (free breakfast and €85 dining credit). They did recognized Gold status and offered late check out. Booked classic room and was upgraded to executive club room. Not sure if it was Gold status or FHR.
Room is typical Westin. Had a laptop size safe.
Probably would stay at Jumeriah next time.
Room is typical Westin. Had a laptop size safe.
Probably would stay at Jumeriah next time.
Jul 1, 2012, 9:46 am
#105
Original Member
Join Date: May 1998
Location: NYC
Programs: AA 2MM, Bonvoy LTT, Hilton Diamond
Posts: 14,639
Updated....This is my shortest stay at a hotel to date (a little more than one hour) before leaving.
When I checked-in, the clerk didn't mention any FHR benefits. I decided to call the front desk and inquire about the €85 dining credit and was told that it is only valid at their GrandSeven Restaurant & Bar not at San San or Sushimoto.
Since nothing on the GrandSeven menu was interesting, I complaint to the front desk supervisor. She wouldn't budge even after I indicated that I do not want to stay at the hotel. I immediately booked a night at the Sheraton Congress and the supervisor checked me out of the Westin and charge me €6 for the 90 minutes parking!!!
The hotel should compensate me for my 90 minutes of time wasted. Had the check-in clerk informed me of the FHR benefits upon check-in, I would have left immediately.
When I checked-in, the clerk didn't mention any FHR benefits. I decided to call the front desk and inquire about the €85 dining credit and was told that it is only valid at their GrandSeven Restaurant & Bar not at San San or Sushimoto.
Since nothing on the GrandSeven menu was interesting, I complaint to the front desk supervisor. She wouldn't budge even after I indicated that I do not want to stay at the hotel. I immediately booked a night at the Sheraton Congress and the supervisor checked me out of the Westin and charge me €6 for the 90 minutes parking!!!
The hotel should compensate me for my 90 minutes of time wasted. Had the check-in clerk informed me of the FHR benefits upon check-in, I would have left immediately.