"I have stayed at this hotel many times whenever I visit Frankfurt. In the past, my experience was generally fine, but unfortunately this visit was very disappointing.
When I arrived, I was greeted by a staff member named “Solaiman.” He seemed unwilling to accept that I had booked a room for myself, my wife, and our two children. Even after I showed all the booking confirmation and proof, he continued to argue and eventually said he was “making an exception” by allowing us to stay. His attitude towards guests was very unprofessional and unfriendly. Someone working in customer service should know how to communicate respectfully with guests.
The only reason I stayed was because several of my cousins were also staying at the hotel. Otherwise, I would have left immediately.
When we entered the room, it clearly had a double bed and two sofa beds for children, which showed that the booking arrangement was completely reasonable. Despite this unpleasant experience, I ended up booking an additional room for three more nights and used two rooms instead of one.
I would also like to mention that the lady working at reception during the daytime was very polite, welcoming, and professional.
I normally do not leave negative reviews, but I felt it was important to share this experience so that the hotel owners or management can address the behavior of this staff member. Unfortunately, after this experience, I will not be staying at this hotel again."
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