Hotel - Novotel Frankfurt City
Novotel Hotel Novotel Hotel

Novotel Frankfurt City Hotel

3.5/5 1,028 reviews
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  • The hotel has wifi WIFI/Internet Access
  • The hotel serves breakfast Breakfast
  • The hotel has a bar Bar
  • The hotel has a parking Parking
  • The hotel has a restaurant Restaurant
  • The hotel has air conditioning in rooms Air Conditioning
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Services in the hotel and nearby

Check-in from 15h00
Check out up to 12h00

Services and practical information

Paying
  • Online check-in

    Online check-in: Your arrival will be carefully prepared by our team
    Fast check-out: Simply return your key

  • WIFI/Internet Access
    • WIFI at the hotel
    • High-speed Internet (Paying)
    • WIFI in your room
    • WIFI access
    • Optic fiber technology provides the highest possible speed of Internet connection. (Paying)
  • Parking
    • Private indoor parking (Paying)
    • Private outdoor parking
    • Public outdoor parking (Paying)
    • Bus/coach parking area
    • Well-lit parking
  • Reduced mobility rooms
  • pets allowed
  • Air conditioned
    • Air conditioning
    • Manual temperature control
    • Air Conditioning
  • Languages spoken at the hotel
    • German
    • English
    • French
  • Reception open 24 hours a day
  • Early check-in/Late check-out
    • EARLY CHECK IN FROM 8AM (Paying)
    • LATE CHECK-OUT UP TO 5PM (Paying)
  • Laundry
    • Dry cleaning / Ironing (Paying)
    • Ironing room
    • Shoe shine machine
  • Currency exchange

Leisure and activities

  • Fitness centre
  • Sauna

Catering

  • Breakfast
  • 1 restaurant(s)
  • 1 bar(s)
  • Room service
    • Hot meals
    • Cold snacks
    • Opening hours : Week 06:30 - 22:00
    • Opening hours : Week-end 06:30 - 22:00
  • Snack & beverage machine

Business services

  • 15 meeting room(s)
  • Conventions hotel
  • Web Corner on a Mac
  • Self service business centre
  • Copy/print service available
See all services

Hotel location

Our rooms

Spacious, contemporary design and adaptable, the Novotel room is truly a place for living. Perfect for all your needs.

  • 235 rooms
  • 208 non-smoking rooms
  • 2 rooms for people with reduced mobility
  • 235 family rooms
  • 7 connecting rooms
    • 220/240 V AC
    • Air conditioning
    • Emergency exit map
    • Safe deposit box in room
    • Telephone
    • Radio in room
    • Opening windows
    • WIFI in your room
    • Remote control TV
    • Work desk in all rooms
    • Satellite/cable colour TV
    • Manual temperature control
    • Free access with phone card
    • Direct dial telephone
    • High speed transmission line
    • Coffee/tea making facilities
    • Shower
    • Bathtub
    • Hair dryer in bathroom
    • Make-up/magnifying mirror
    • Sprinkler in room
    • Keycard-operated door locks
    • Audible smoke alarms in rooms
    • Deadbolts and/or locks in rooms
    • Smoke alarm in room
    • Emergency info in rooms
    • Message alert
    • Operator wake up call
    • Automatic wake up call
Our rooms fittings

Our restaurants and bars

See all our restaurants and bars

Your meetings and events

4.4/5 AccorHotels Rating 903 reviews

Our guest reviews for Novotel Frankfurt City

100% genuine reviews from our guests

Find out more
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3.5/5 TripAdvisor Rating 1,028 reviews
Anonymous Couples - 01/10/2018 AccorHotels certified review
« Nice basic hotel near the center »

Nice hotel,breakfast very good and plenty of choices,even they have a cereal bar where you can add all the toppings you want,never saw this type of breakfast and it’s super original. They give me an executive room,nice,clean and in a high floor as I requested.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Mrs. F., We very much appreciate your comments regarding your stay at the Novotel Frankfurt City. I am pleased that you were satisfied with us, even though there is still potential for improvement. I will share your feedback with the whole team and we will continue to improve together. I am delighted that our "SuperBowls-Buffet" inspired you. We were one of the first two hotels that implemented such a buffet concept in Europe. It's always nice to hear that it gets a good reception. Many thanks for that! Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Lars Paschold Guest Experience Assistant

Anonymous Couples - 01/10/2018 AccorHotels certified review
« comfortable quiet »

it was a great location, close to tram, quiet, comfortable, pleasant staff who spoke english well.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Mrs. G., We very much appreciate your comments regarding your stay at the Novotel Frankfurt City. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Lars Paschold Guest Experience Assistant

Anonymous Business - 30/09/2018 AccorHotels certified review

The place is nice and well located. The personnel was very helpful and friendly

Our hotel has responded to the review
Our hotel has responded to the review

Dear Jose F., We very much appreciate your comments regarding your stay at the Novotel Frankfurt City. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Lars Paschold Guest Experience Assistant

Anonymous Business - 27/09/2018 AccorHotels certified review
« Nice, comfortable, easy stay. »

Hits: - Easy check-in, check-out. - Comfortable room. - Nice and quiet. - Appreciated the included internet. - Good cleaning service. - Accommodating my early check in at 6:30AM. Misses: - BBC news on television did not work, and did not have CNN. - Wasn't able to squeeze in a sauna because it needed to be heated first - understandable, and maybe I missed a memo in my room, but I didn't find out until I had gotten ready, went downstairs, and saw the sign on the sauna.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Mr. Ryan, Thank you for taking the time to evaluate us. I am very pleased that you enjoyed your time with us. It was great to hear that everything went smoothly during your check-in and that you were satisfied with the services that our company offers. Thank you very much for pointing out the lack of BBC television. We recently updated the channel allocation in all rooms. Obviously we forgot your room in the process. I hope this was not too much of a problem and I apologise for it. That the sauna must be preheated first is correct. We will take up your reference and refer to it in future information brochures on the room. Thank you very much for that. I hope you have the opportunity to visit us again. We would be pleased to welcome you again in our house. Until then I wish you all the best and a wonderful time. Best regards, Lars Paschold Guest Experience Assistant

Kaeren C. Friends - 25/09/2018 AccorHotels certified review
« Great hotel and location but rooms very hot »

Lovely stay and fantastic breakfast!! The rooms however were very warm and even with the air con on it did not cool down.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Kaeren C., We very much appreciate your comments regarding your stay at the Novotel Frankfurt City. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. I have forwarded your feedback on the air conditioning system to our technical department for inspection. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Lars Paschold Guest Experience Assistant

Declan B. Business - 22/09/2018 AccorHotels certified review
« Great place to stay in Frankfurt »

Everything went well

Our hotel has responded to the review
Our hotel has responded to the review

Dear Mr. B., I very much appreciate your comments regarding your stay at the Novotel Frankfurt City. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Lars Paschold Guest Experience Assistant

David G. Business - 20/09/2018 AccorHotels certified review
« Mr David G. »

It was very good and the staff were very professional

Our hotel has responded to the review
Our hotel has responded to the review

Dear Mr. G., We very much appreciate your comments regarding your stay at the Novotel Frankfurt City. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Best regards, Lars Paschold Guest Experience Assistant

Ke Families - 18/09/2018 AccorHotels certified review
« Disappointed »

I have stayed at Novotel Munich (both Airport & Messe) and Novotel (Karlsruhe). Sadly, my stay with Novotel Frankfurt was a big disappointment. Following are the negatives; - when I checked in, hot water was not available. - Towels were not completely clean. Found hairs in them. - I was staying with Family yet I was given a room closest to the S-Bahn where noises would disturb our child. Closing the window would make the room a bit suffocated - Decor was quite old and lights were really dull (not bright) Positives; - Friendly and helpful staff

Our hotel has responded to the review
Our hotel has responded to the review

Dear Mr. E., Thank you for taking the time to evaluate us. I am sorry that your stay did not meet your expectations. Your feedback regarding the hot water I unfortunately cannot understand. At the time of your stay, our water supply was working without any problems with both cold and hot water. For boiling water we have a kettle in every room which you may use at any time. Your feedback regarding the towels has been passed on to our laundry. Please excuse the incident. You are also welcome to call the reception desk for new towels at any time. In order to provide enough space for your family stay, we have granted you a free upgrade to one of our extra-large family rooms. These are unfortunately all on the S-Bahn side of the house. You can ensure sufficient ventilation of the room with the air conditioning controllable in the room. We are aware that our furnishings cannot compete visually with newly built and newly renovated hotels. We are already working on redesigning our rooms as soon as possible and hope that you will then give us another chance to convince you of us. Once again many thanks for your feedback. I wish you and your family all the best and a wonderful time. Best regards, Lars Paschold Guest Experience Assistant

Mariano V. Families - 12/09/2018 AccorHotels certified review
« As expected from Novotel brand »

We have stayed in other Novotel hotels before. As always, they have excellent service and facilities especially if travelling with young families. We particularly like the mini fridge and coffee making facilities. We will definitely come back to stay in this hotel again in the near future.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Mr V., I am pleased that we have been able to fully meet your expectations of the Novotel brand. Family friendliness is very important to us and we do everything to ensure an unforgettable stay. You had one of our corner rooms which we always reserve especially for families if possible. These are larger than our normal rooms and offer the added convenience of a small coffee machine. If you book again with us you should explicitly ask for one of the corner rooms. If these are not already assigned, we will be happy to give you one again without extra charge. I hope that you will once again have the opportunity to visit us and wish you and your family a great time until then. Best regards from Frankfurt, Lars Paschold Guest Experience Assistant

S. L. Couples - 12/09/2018 AccorHotels certified review
« Comfortable bed »

We had a nice stay at the hotel. The bed was really comfortable and we had a good night sleep. The room was clean and the front desk reception was friendly. They only provide 1 set of bathrobe and room slippers which was weird as we have booked a room for 2 but this is easily rectify once we had a chat at the front desk.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Yoke Leng L., We very much appreciate your comments regarding your stay at the Novotel Frankfurt City. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Lars Paschold Guest Experience Assistant

Benjamin S. Business - 10/09/2018 AccorHotels certified review
« Comprehension of the last 2 stays »

On my first stay I got unfortunately a room in the 4th floor. Which was obviously a former or actual smokers floor. The smell of smoke, fresh and old, was everywhere. I mentioned at the time of the booking that I wanted a non smoking room. I thought that you only have rooms like that available until my second stay. On my second stay I got a room on the third floor (329). There the smell was much better. Where I am highly disappointed is that I missed a small USB connector and my power adapter of my charging cable in the room. I notified this right at 9:30, around 30 minutes after checkout. I was not able to reach anyone in the hotel for the next 3-4 hours. I tried it several times (>4). Is there too less staff available? Once I reached someone they told me that they will check it and call me back. I got never called back. I went back to the hotel at 5 PM, asked about the status. It was not found at this point of time and they will call me back. They never called me back (status 4 days later). I checked all my belongings. Those items were in that room. So there are 2 options, the service identified it as trash and put it into the bin or took it with them. How can't it be found?

Our hotel has responded to the review
Our hotel has responded to the review

Sehr geehrter Herr S., vielen Dank, dass Sie Ihre Kritik so offen an uns gerichtet haben. Es tut mir sehr leid, dass Ihre letzten 2 Aufenthalte so negativ verlaufen sind. Ich habe die beiden in Ihrem Feedback angebrachten Punkte geprüft und möchte Ihnen dazu eine Rückmeldung geben. Sie haben während Ihres vorletzten Aufenthaltes in Zimmer 431 gewohnt. Es handelt sich dabei in der Tat um eines unserer insgesamt 16 Raucherzimmer. Es tut mir sehr leid, dass Ihnen dieses entgegen Ihres Wunsches nach einem Nichtraucherzimmer zugeteilt wurde. Ihre Präferenz wurde bedauerlicherweise, bei der Erstellung Ihres Gastprofils in unseren Systemen, übersehen. Zudem waren wir zum Zeitpunkt Ihres Besuches nahezu ausgebucht und hatten mehr Wünsche nach Nichtraucherzimmern wie nach Raucherzimmern. Folglich haben wir Gäste, bei denen keine Präferenz hinterlegt war in einem Raucherzimmer untergebracht. Der zweite Fehler der möglicherweise gemacht wurde ist, dass Ihnen bei Check-In nicht mitgeteilt wurde, dass für Sie ein Raucherzimmer vorgesehen ist. Üblicherweise tun wir das, um uns noch einmal zu versichern, dass dies auch korrekt ist. Nichts ist schlimmer für einen Nichtraucher, und da spreche ich aus Erfahrung, als in einem Raucherzimmer schlafen zu müssen. Hätten wir dies getan dann wäre es zu dem Zeitpunkt denke ich noch möglich gewesen, den Irrtum aufzuklären und Ihnen ein Nichtraucherzimmer gemäß Ihres Wunsches zuzuteilen. Leider haben wir diese Gelegenheit offenbar verpasst. Dies tut mir sehr leid insbesondere deswegen weil wir jederzeit versuchen möglichst alle Präferenzen unserer Gäste zu erfüllen, speziell von solch loyalen LeClub AccorHotels Mitgliedern wie Ihnen. Für Ihren zweiten Aufenthalt lag uns dann mittlerweile ein aktualisiertes Profil vor in dem auch der Wunsch nach einem Nichtraucherzimmer vermerkt war. Unsere Empfangschefin hatte zu dem Zeitpunkt bereits bemerkt, dass bei Ihrem letzten Aufenthalt etwas schief gelaufen war und ein Nichtraucherzimmer sowie Zimmerupgrade für Sie, auch aufgrund Ihres LeClub-Status, veranlasst. Sie sollten bei Ihrem Check-In darüber informiert werden, dass uns die falsche Zimmerzuteilung bei Ihrem ersten Besuch leid tut. Ich hoffe dies ist geschehen? Bezüglich des zweiten Problems habe ich bereits mit mehreren Mitarbeitern im Haus gesprochen und konnte den Vorfall denke ich vollständig rekonstruieren. Sie schrieben, dass Sie einen USB-Connector sowie einen Ladeadapter in Ihrem Zimmer verloren haben. Sie haben uns bereits am Tag der Abreise darüber informiert und mehrfach mit meinen Kolleginnen und Kollegen am Empfang darüber gesprochen. Dies wurde mir insbesondere durch die Kollegin die mit Ihnen telefoniert hat bestätigt. Als ich Ihren Namen und die Zimmernummer erwähnte wusste Sie sofort Bescheid. Insbesondere deswegen, weil Ihr auch sofort einfiel, dass sie vergessen hatte Sie zurückzurufen. Ich darf Ihnen in Ihrem Namen ausrichten, dass Ihr das wirklich sehr leid tut und es nicht in Ihrer Absicht lag. An dieser Stelle möchte ich entlastend erwähnen, dass an besagtem Vormittag überdurchschnittlich viele Anrufe an unserer Rezeption eingingen. Deshalb vermutlich auch die schlechte Erreichbarkeit und der vergessene Rückruf meiner Kollegin. Was Sie jedoch nicht vergessen hat ist es Ihre Anfrage an unser Housekeepingteam weiter zu geben. Unsere Hausdame ist sofort in Ihr Zimmer gegangen um nach den vermissten Gegenständen zu suchen. Sie berichtete mir, dass sich Ihr Zimmer zu diesem Zeitpunkt noch im gleichen Zustand befand wie Sie es verlassen hatten. Dass noch kein anderer Mitarbeiter das Zimmer betreten hatte war auch anhand des geprüften Türschlosses für mich klar nachvollziehbar. Leider konnte die Hausdame Ihr Eigentum auch nach gründlichem Suchen nicht vorfinden und berichtete dies sofort an unsere Rezeption. Sie erhielt dann den Hinweis, dass es sich möglicherweise auch zwischen der Bettwäsche befunden haben könnte. Sie ging also erneut in Ihr Zimmer, welches dann jedoch gerade gereinigt wurde. Da die Bettwäsche noch vor Ort war suchte Sie gemeinsam mit dem Reinigungspersonal auch noch einmal in der Bettwäsche. Leider jedoch erfolglos. Vergessenes und Verlorenes für unsere Gäste sicher aufzubewahren stellt für uns eine besondere und auch wichtige Serviceleistung dar die Vertrauen schafft. Es tut mir daher sehr leid, dass ich keine erfolgreiche Suche vermelden kann und nur schlechte Nachrichten für Sie habe. Mir ist bewusst, dass unsere Glaubwürdigkeit nun aufgrund der vergangenen Zeit stark in Mitleidenschaft gezogen wurde. Seien Sie jedoch versichert, dass wir mit verlorenen Gegenständen sehr akribisch umgehen und jeden, auch noch so kleinen Fund, und davon gibt es täglich mehrere, dokumentieren und sicher verwahren. Es kann natürlich immer passieren, dass einmal etwas übersehen wird und nach der Zimmerreinigung im Zimmer verbleibt, oder mit der Bettwäsche zusammen in die Wäscherei geht. Aufgrund der detailreichen Schilderung und schnellen Reaktion unserer Hausdame bin ich mir bei diesem Vorkommnis aber ziemlich sicher das dies nicht der Fall war. Können Sie mir den USB-Connector sowie das Netzteil genauer beschreiben? Ich könnte anhand der Beschreibung (Farbe, Größe, Marke) prüfen lassen ob es evtl. an anderem Ort im Haus gefunden wurde. Eine kleine Hoffnung habe ich noch. Lieber Herr S., ich möchte Sie um Entschuldigung für die Vorkommnisse bitten. Dies war ein wirklich schlechter „Start“ für unser Haus und spiegelt in keinster Weise das wieder, was wir unseren Gästen als Service bieten wollen. Ich hoffe sehr, dass Ihre Buchung für kommende Woche bestehen bleibt und wir etwas an Vertrauen zurückgewinnen können. Wenn ich dazu irgendetwas beitragen kann lassen Sie es mich bitte gerne wissen. Ich stehe Ihnen gerne, auch hier vor Ort, als persönlicher Ansprechpartner zur Verfügung. Ich würde mich sehr freuen wenn Sie mir noch einmal eine genaue Beschreibung der 2 vermissten Gegenstände zukommen lassen könnten, damit ich auch wirklich die letzte Chance nutzen kann um sie doch noch zu finden. Noch einmal vielen Dank für ihre offenen Worte. Ich weiß dies sehr zu schätzen. Nur so wissen wir wie unser Service bei unseren Gästen ankommt, und wo wir handeln müssen um unsere Prozesse weiter optimieren. Herzliche Grüße, Lars Paschold Guest Experience Assistant

Morgan K. Solo - 09/09/2018 AccorHotels certified review
« Super nice stay »

Very nice place. Room. Staff. Great commodities. I just had twice someone getting inside the room without knocking and a blocked drain into the shower

Our hotel has responded to the review
Our hotel has responded to the review

Dear Mr K., Thank you for your kind comments. I am very pleased that you liked it so much with us. I will gladly pass this compliment on to the entire team. To be honest, the fact that your room was entered twice without knocking on the door by hotel staff shocked me a little. This is actually an absolute taboo for our employees, as we always respect the privacy of our guests. I will talk again with our housekeeping team about this topic and arrange for further training of all employees in this regard. Please excuse this incident. Thank you very much for the tip with the clogged drain. The problem has already been resolved. I hope you will once again have the opportunity to visit us and wish you a great time until then. Best regards from Frankfurt, Lars Paschold Guest Experience Assistant

C.j. B. Couples - 07/09/2018 AccorHotels certified review
« Good for the perpuse »

Good and efficient

Our hotel has responded to the review
Our hotel has responded to the review

Dear Mr. B., We very much appreciate your comments regarding your stay at the Novotel Frankfurt City. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Best regards, Lars Paschold Guest Experience Assistant

Anonymous Business - 06/09/2018 AccorHotels certified review
« Comfortable overnight »

Generally very good.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Mr. S., I very much appreciate your comments regarding your stay at the Novotel Frankfurt City. I am pleased that you were generally satisfied with us. I will take up the points you criticise, especially breakfast, and try to achieve an improvement. Thank you once again for contacting us directly with your feedback. I hope that you will soon choose us again as your hotel in Frankfurt and wish you all the best until then. Best regards, Lars Paschold Guest Experience Assistant

G. Couples - 04/09/2018 AccorHotels certified review
« sejour familial à Francfort »

our daughter and her family live in Frankfurt very near your; so we come several times a year to visit them, staying in your hotel.

Our hotel has responded to the review
Our hotel has responded to the review

Madame G., Nous vous remercions pour vos commentaires suite à votre séjour à Novotel Frankfurt City. C’est avec grand plaisir que nous recevons vos compliments. Aussi, nous ne manquerons pas de partager vos appréciations avec toute notre équipe. Votre satisfaction est la plus belle récompense pour notre personnel qui travaille jour après jour pour vous offrir un service irréprochable. Dans l’attente de vous accueillir de nouveau, nous vous prions de croire, Madame, en l’expression de nos sentiments les meilleurs Lars Paschold Guest Experience Assistant

Varun Families - 02/09/2018 AccorHotels certified review
« Perfect Experience »

Nice hotel with helpful staff

Our hotel has responded to the review
Our hotel has responded to the review

Dear Mr. K., thank you very much for your outstanding evaluation. I am very pleased that we were able to convince you in every detail and that we completely fulfilled your expectations. I will pass on your evaluation, and the recognition of the performance of each individual in the team, to all employees. Thank you for this great motivation at the beginning of the week. Best regards, Lars Paschold Guest Experience Assistant

Bert Business - 31/08/2018 AccorHotels certified review
« Nice stay in a good hotel and location »

Close to S bahn and easy to reach by car. Nice breakfast. Airconditioning is not very good and cannot be set to really cool. Therefor a little bit to warm during the night.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Bert, thank you for your evaluation. I'm glad you enjoyed your stay. I will pass on your feedback regarding the air conditioning in your room to our technical department for inspection. I'm sorry it wasn't cold enough for you. Nice that you could enjoy the start of the day with our breakfast. I hope that this was a good compensation for the somewhat too warm night. I hope that you will choose us again as your hotel the next time you visit Frankfurt. Until then, I wish you a great time. Best regards, Lars Paschold Guest Experience Assistant

Britta D. Business - 28/08/2018 AccorHotels certified review
« Overall ok - Service and Volume of the rooms could be better »

In the meantime I have visited the Novotel Frankfurt several times. The check-in takes comparatively long. If you come at peak times in the evening, there are real queues in front of the reception. The room facilities are good. The rooms, however, a little sensitive. SUper is that the hotel has at least a few Cardio devices in the basement. Also the breakfast is plentiful and the idea with the cereal bowls is something else. However, during my last stay I forgot a sports top in my room. I called the hotel the same day to check out. The hotel staff was not helpful at all in this matter. I was told I'd be called back. I wasn't, though. The next day I called again. They didn't know about my problem anymore. And the top hasn't turned up to this day. Too bad.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Mrs. D., thank you for evaluating us. First of all, I have good news for you. Your top was found on August 22nd after your departure! To be honest, I have absolutely no idea why my colleagues were unable to help you with this matter. The lost property was entered correctly and immediately in our lost and found book and kept safe. I am extremely sorry that the demand on your part did not lead to a success twice and I apologize for that. I will instruct all employees once again in the handling of our lost and found book so that it does not come to such a problem again. Your sports top is ready to find its way back to you. Please let me know an address where I can send it to, at our expense, of course. We are also happy to keep it here in the hotel until your next stay. Thank you again for contacting us again with your evaluation and I look forward to hearing from you again. Best regards, Lars Paschold Guest Experience Assistant

Paul Couples - 27/08/2018 AccorHotels certified review
« One night in Frankfurt »

Very pleasant stay. Too short of course

Our hotel has responded to the review
Our hotel has responded to the review

Dear Mr. L., I very much appreciate your comments regarding your stay at our Novotel Frankfurt City. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experiences with us and we hope that your next visit may be longer and at least as pleasant as the previous one. Sincerely, Lars Paschold Guest Experience Assistant

Abdulla Families - 25/08/2018 AccorHotels certified review
« Great Stay »

Great booking staff, clean and good location.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Mr. A., thank you for taking the time to rate our hotel. I am very pleased that you were satisfied with us and that we were able to meet your expectations. I am happy to give your praise to all my colleagues, especially to the booking staff. This will certainly make them very happy and encourage them to continue to show top performance for our guests. See you next time at Novotel Frankfurt City! Sincerely, Lars Paschold Guest Experience Assistant

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