Bad service

Liked: Room was lovely, hotel itself was nice
Disliked: Staff weren't very polite or courteous.We had requested late checkout on the app which was approved. The staff member on reception didn't mention anything about this , also didn't mention how much the room payment was for. Only when I mentioned the late check out after he had given us the room keys did he say that was OK. He didn't extend the time on the keys so after the usual check out time our keys didn't work for the lift or the room which was very inconvenient. There were never any towels available so the first day we used the room towels and needed to request more. We also had no robes or spare pillows in our room. We called reception that night for both and were told to ask housekeeping in the morning. We asked housekeeping in the morning and they told us to ask reception. We asked reception later the next day and saw the guy we asked the night before laughing when he saw us ask a member of staff for towels and robes. On all 3 days there were no clean towels available in the pool and all used ones were piled high and not removed. A lovely hotel, our experience wasn't as good as it could of been due to the staff and these issues.

Exceptional

Good

Liked: The room was nice and cozy
Disliked: The reception service was not satisfactory. The staff was slow and inattentive

Exceptional

Liked: The view was really lovely

Good

Exceptional

Very good

We enjoyed out stay though...

Liked: The bed and room was comfortable, the design of the hotel is amazing. Staff were super friendly and helpful, especially the Ukrainian lady who was the star of the show. She was our guide to Frankfurt and gave us excellent ideas and travel tips.
Disliked: we had issues with the Bathroom cleanliness and the towels were terribly old and didn't smell great, that was disappointing!

Poor

Disliked: I only booked this hotel to use the pool and sauna after a long travel day. As I was paying, I asked about the hours of the pool. They waited until after I paid and told me the pool and sauna were both closed. I was not allowed to cancel. 1. Please update your website and partner websites when facilities are closed. This is false advertising! 2. Tell your guests that things are closed before taking payment. This seems like a trick to only tell me after I pay. 3. Let the guest cancel if facilities are closed. 4. Follow up with the guest when they ask to speak to a manager and email you.