Garner Hotel Frankfurt Palmengarten By Ihg

I booked this hotel because I had to attend a funeral of a friend of 30 years. I checked out various sites for the best price and got a very reasonable price. 2 days later Revolut flagged suspicious activity on my account as the hotel was looking to withdraw. I sanctioned the payment as I was anxious not to forfeit the booking. Later, the hotel took 3 payments for a single room which were non refundable. I put this down to me checking various sites and there being a glitch as I had not entered card details or processed any payments except for my one purchase. My issue is with the help line- I spent over 5 hrs on the phone, whilst multiple calls were dropped after 40 or 50 minutes waiting and talking whilst transferring to other departments. Eventually, a manager emailed me and refunded the 2 spurious payments.This is a big hotel group but I feel that the customer care is severely lacking. I come from Ireland and knowing that you can phone the hotel, speak to a person at the desk and resolve the issue in a timely manner has perhaps sullied my view on proper customer care! It was extremely stressful as I was trying to manage hotel, flights and bills at home and felt that I was being passed from pillar to post. I naively wondered would someone mention the mix up when I checked in, and perhaps apologise but the receptionist couldnt have cared less about who I was or why I was there and honestly, I felt the same. Good location, mediocre hotel and terrible customer service.

The location of the hotel was quite convenient, close to the U Bahn and a supermarket. The problems came in the rooms themselves. Very weak AC and the shower head fell off the shower. We also had to change rooms upon checking in since ours hadn’t been cleaned yet. In general there’s nothing WRONG with staying here, and the breakfast was quite nice, but there were a few problems preventing me from giving more than 3 stars. Rooms are also quite outdated, and I couldn’t open my window all the way.

toilet without seat and towels provided above. hopen othing falls into, or spalshes no option for hanging the hand towel at the sink mold above the shower ok..so far so mediocre but i hope you don't want to sleep. there was very audible noise from the other rooms and temperature could only be regulated via not fully open windows. the whole building is rather old. i also fell between the two single beds since they just split easily when comming near the middle

Great location and nice room! There is a supermarket 5 minutes an away and plenty of restaurants near by. The staff at the front desk were always very helpful and kind. Very good price for the room. I would’ve appreciated a kettle in the room, but you can get hot water from the lobby.