a&o Frankfurt Ostend

I had been staying at this hotel for 6 consecutive days. The night before, I extended my stay for room 417 at the front desk. The hotel system has a complete record of my extension, and it was agreed that I would continue to stay in the original room. When I returned after going out, the hotel, without my consent or prior notice, unilaterally changed my room and altered the accommodation agreement. The new room had no duvet and no bath towels. I had to go downstairs repeatedly to request all basic amenities. One male front desk staff member was extremely rude and demanded an additional 1.90 Euros for a bath towel, even writing a note that said 'It cost 1.90 Euro.' I have uploaded a photo of this note as evidence. It wasn't until this staff member's shift ended that another staff member provided a bath towel free of charge. As an elderly traveler who doesn't speak any foreign languages, I had to rely entirely on a translation device for communication, which made interactions extremely difficult. Throughout my stay, I distinctly felt discriminated against due to the language barrier, leading to a terrible experience and leaving me feeling deeply wronged. I didn't get a chance to take photos of the missing items in the room due to the rushed circumstances, but all the guests staying in the same room that day can corroborate my account. I am attaching a formal complaint document in both German and English, demanding a formal explanation and apology from the hotel regarding the unauthorized room change, the staff member's improper charging, and the poor service, as well as reasonable compensation. The hotel system can retrieve the extension record directly, so I don't need to provide any receipts. While I don't have photos of the room lacking bedding and towels, there are other guests who stayed with me who can testify to this.

This hotel is truly a letdown 👎. I've stayed twice, and both times there were issues. There was only one person at the front desk, including the bar, so I waited at least 25 minutes to check in. This is because the self-check-in machines were broken!!!! They had four self-service machines, but they were all out of order! If you can't pay or swipe your card, you still have to go to the front desk! It's so frustrating! If you can go somewhere else, do it!! The room was facing the street, and even with the windows closed, it was still very noisy because there's a railway outside with trains running all day and night! Also, a common problem with this hotel is that the walls are thin! You can clearly hear people walking in the hallway, next door, and upstairs! And it's expensive! For just a few dollars more, you could definitely stay at a better hotel! What's more, if you book through Ctrip, you can only check in strictly after 3 PM! If you book through other platforms for the same price, you can check in as soon as you arrive in the afternoon! Booking through Ctrip means you have to wait! You absolutely have to wait until 3 PM to get your room key!!!! Speechless! Both stays were a terrible experience!!!!!!!!!! Definitely do not come here.