Scandic Frankfurt Museumsufer

Mana is clearly not suited for a customer service position. We experienced two separate incidents during our stay, and the way she handled both of them was extremely disappointing. Her attitude throughout the entire process made our stay very unpleasant. The first incident occurred during check-in. At first, Mana asked for my passport to look up our reservation. After finding the booking, she returned my passport and then asked me to pay for the room. I explained that I had already paid through Booking.com, but instead of properly checking the situation, she simply asked me to provide my passport again. When I asked why she needed it again, she casually replied that she needed it to “look up the information.” Eventually, another staff member had to step in and assist us before the check-in could finally be completed and we could receive our room key. There were even other guests who arrived after us but were able to check in and enter their rooms before we did. What was most frustrating was not simply that there was a problem during check-in. It was the fact that Mana never properly explained what had happened, nor did she offer any apology or explanation afterward. Even after another staff member resolved the issue, she provided no explanation whatsoever. The second incident was even more unacceptable. We wanted to use the kettle in our room to boil hot water, but when we opened it, we found it extremely dirty. The inside was covered with white scale and mold-like residue, making us feel completely uncomfortable using it. We tried cleaning it ourselves despite how unpleasant it was, but it still did not improve. We therefore took it to the front desk and asked the staff for assistance, specifically requesting a replacement. The staff member who initially assisted us was not Mana, but they clearly asked for our room number. About ten minutes later, there was a knock on our door. When I opened it, Mana was standing there with the kettle. However, when I looked at it, I realized that it was the exact same kettle from our room. Mana simply said, “I washed it.” I immediately opened the kettle and showed her that there was still a significant amount of white residue inside. I then asked, “Is there no new kettle available?” She simply replied, “No.” I told her that the kettle was so dirty that I would not believe that she would actually use it herself. Her response was astonishing: “Exactly. I wouldn’t use it because I don’t drink hot tea.” At that point, I honestly could not believe what I was hearing. We asked for a kettle because we needed hot water—not because we wanted to make tea. Hot water obviously has many uses other than making tea. Given the situation, I asked her to have a manager come and handle the issue. She then told me that the manager was not there. I also clearly told her that I believed the way she was handling the situation was unacceptable, yet she showed absolutely no concern. In the end, the matter was simply left unresolved. Even more disappointing, when we checked out, it was obvious that the other staff members had not been properly informed about the incident either. The most unpleasant part of this entire experience was not simply the dirty kettle itself. It was Mana’s complete lack of understanding, responsibility, and willingness to address a guest’s legitimate request. She did not make any meaningful effort to solve the problem, did not provide a reasonable explanation, and did not appear to take any responsibility for ensuring that the issue was properly handed over to another staff member. This level of customer service was extremely disappointing. We were not asking for anything unreasonable. We found a clearly unhygienic piece of equipment in our room that we could not comfortably use, and we reasonably asked the hotel to replace it. Instead, we received this kind of response. Overall, this was a very disappointing and uncomfortable hotel experience. Based on this experience, I strongly believe that Mana is not suited to a customer-facing service position.

Loved everything about this hotel. Its proximity to the main train station but located on a quiet street away from the hustle and bustle of the train station and within walking distance to all the major tourist attraction. A short distance to the river walk and the many museums in the neighborhood in both sides of the river. The room was spacious with a modern decor and equipped with everything you might need for a comfortable stay. Breakfast offered many choices and options to satisfy various dietary needs with most, if not all, organic foods. Next time I am in Frankfurt, I am definitely going to stay there again.

Walking distance from main station and plenty of sites to visit within that same distance. Nice location great river view from top floor. Recommend a suite for a family of 3 or more, worth it. Comfortable. Downside, no microwaves to reheat takeout or leftovers if you are out all day. On key needs ro stay in the power slot to keep the AC running or you will come back to a semi warm room in the summer.

Comfy stay in Frankfurt! Location: 8min walk from station. I recommend exit near Intercity Hotel at the Frankfurt ICE hbf rather than exit near U-bahn/ S-bahn as fewer homeless or drug addicts. Lobby: huge! With sofas and tables. You could have a rest or hang out there. You could also deposit luggages before the check-in time. Room: We had the best view at high floor. Nice sunset could be seen! There is iron inside the wardrobe. Washroom/ Bathroom: Great rainfall shower with great power. A good way to shower after city walk! It is also very clean and tidy. Bed: Very comfy! You would wanna stay in the bed! Air-conditioning: Well-functioned AC! The best part! Overall was a great experience for short transit! I am among the few Asians residing in the hotel. Mostly westerners! Note: Just to avoid walking near station as many drug addicts remain the concern. P.S. I did not have time to enjoy the breakfast.