Citadines City Centre Frankfurt

Recent Reviews: 406

• User:Venky63

  Trip type: Family

  Horrible behaviour by Receptionist-Rude staff- Lousy property-Zero respect for customer-Avoid at any cost!

  01 Sept 2023

  I had the most horrible and painful experience when I was checking out on Sept 2, leaving Citadines Frankfurt( situated at Europa-Allee 23) after the last of the 3 sets of stays in the property, totalling 13 nights in all. As you can see, I have spent a fair amount of money on the property. And what do I get in return? Please read on to understand the shocking and disgusting turn of events with Citadines Frankfurt which came at the end of a nice holiday in Germany.a)The 1st and 2nd stays were paid for in advance from India. The 3rd stay was booked in Germany through Booking.com and also paid in advance by me through credit card.b)In the 2nd stay we had booked a 2-bedroom apartment which we occupied for 5 nights and checked out on 28th. The check out was done and closed by the Citadines staff on duty. Thereafter I had another 5 nights booking for which the check out was on Sept 2. To my shock, on Sept 2 when I was checking out and on my way to the airport, the receptionist Lydia demanded what she called a 'pending breakfast payment' of Euro 100+ for the previous stay ending on August 28. I said our entire stay was paid in advance from India, including for breakfast and Citadines also checked me out on 28th and this stay account has been closed. She then ridiculously said we have had more breakfasts than necessary. I said don't make such crazy comments-nobody wants to eat 2 breakfasts! Also where is the proof? Immediately after that she raised her voice and shouted and screamed back at me saying she expected me to pay the same, or she will call the police! I was shocked at this response to say the least-a pathetic exit experience after spending 13 nights in the property and spending loads of Euros for the full family! I told her not to shout back and to please check her records again and if necessary call her colleague Antonio who checked us in and out earlier. In the meantime I had also got the pre-paid voucher to show to her which indicated full payment, including breakfast done in advance. She shouted back saying 'I am on it'-' you don't have to get nervous'. I said I am not nervous, but very disappointed at her behaviour. After checking her records, she said yes, there is no payment due and checked me out! Imagine!! No apology, nothing. I said I am still waiting for her apology, but there was no response. She continued to be smug and brusque. This left such a bad taste in my mouth throughout my return trip to India. If I had the time, I would have filed a police complaint against Citadines for making the false claim on me and putting me through such a bad experience. However I had to rush to the airport. I told her I will be filing a complaint against her with the Citadines management at the very least.I would recommend strongly to all tourists and travellers within Germany to avoid this property at any cost. Barring Antonio, none of the staff are helpful and in fact are very brusque and rude. They have the lowest value for the customer and have a cocky attitude. I am shocked and amazed that the Citadines senior management allows such staff like Lydia to face the customer. At the very least, Lydia should be fired immediately. Vito Ingrassetto, Geschäftsführer at Citadines City Centre Frankfurt, responded to this review Dear Venky63, Thank you for your feedback.It is with great concern that we read about the unsatisfactory experience you had during your stay with us.We always encourage our residents to raise their concerns with the Duty Manager at the time the issue arises. The purpose is to ensure that his/her concerns are dealt with in a timely manner with the aim of making his/her stay with us a pleasant one. In this case, the management of the accommodation was unaware of the incident and is very sorry that you had an unsatisfactory experience. I am really sorry to read that you did not have a good stay with us. While we always strive to maintain the highest standards of customer satisfaction, this time we unfortunately fell short of our primary goal. So I would like to sincerely apologize to you.First of all, we regret that my colleague was rude to you. I would like to assure you that I will personally discuss this issue with the affected employees and ensure that they receive the necessary guidance.Once again, please accept our apologies and do not hesitate to let me know if I can be of any assistance to you anytime.Best regards,Vito Ingrassetto / Residence Manager

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• User:SV7766

  Trip type: Family

  Unresponsive people at the Reception and 'Help Desk"

  01 Sept 2023

  All our stay was pre-booked from India, including the breakfast for different time periods in Frankfurt as we had kept it as a base to travel the country. This review is about the second leg when our family of 4 had booked a 2 room apartment with a washing machine and dryer. Since we had a lot of laundry to do after being 10 days on the road, I decided to run the machine right away. But as much as I tried, the washing machine would not start. I called the reception and no one responded. I went down to the reception - and there was a girl called Lydia to whom I explained that we were tired and also needed fresh clothes soon. She was most unhelpful and said that she couldn't leave the desk! All I wanted was some housekeeping help! Later none of the staff who came to check could figure out and they went back to this Lydia - who then came and instructed how to use it!! I told them - they should have an instruction table written on the machine - so that no need bother them. In any case - 3 hours could have been saved if the lady had taken 5 minutes off from her desk to help the customer. Really left a bad taste. After having travelled the world and seen some exemplary hospitality in different countries, this episode and the employee did nothing for her country's reputation. Also, in all the apart hotels that we have stayed in Europe- there cleaning after 3 days. Here it is for one week!! How are hotel guests or tourists expected to stay for one week without cleaning?In the 3rd leg, we had checked out of this room and my husband I moved to a smaller room ( we were to move to another hotel, but decided to stay here - which was a mistake). The A/C never worked and August is a hot month in Germany. No one arrived to see or check the air conditioner. During the last check out - was the perhaps the last straw. That will need another review of its own. Vito Ingrassetto, Geschäftsführer at Citadines City Centre Frankfurt, responded to this review Dear SV7766, Thank you for taking the time to provide us with your feedback on 02. September 2023. I am truly sorry to read that you did not have a good stay with us. While we constantly strive to maintain the highest standards of customer satisfaction, we have regrettably fallen short of our key objective on this occasion. I therefore wish to extend to you my sincere apologies. First of all, we are sorry if it seemed that my colleague was rude to you. I would like to assure you that I have personally addressed this issue with the staff concerned and will ensure that he receives the necessary guidance to perform a much better role moving forward to avoid a recurrence of this incident.Citadines Apart’hotels offer cleverly configured spaces and a flexible services menu to allow our residents to customise their stay experience. In an Apart'hotel, residents get to enjoy the comfort of living in an apartment with an efficient use of space while enjoying the convenience of a hotel. Although some standard services are already included to the room rate, residents can choose other optional services, chargeable at nominal rates, based on their schedules and lifestyle preferences. Breakfast and housekeeping are some of these additional services that we offer.Lastly, if you plan to stay in Frankfurt again, please do not hesitate to contact me directly and we will do everything to make your stay pleasant and comfortable. Best regards,Vito Ingrassetto / Residence Manager

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• User:rasteri

  Trip type: Business

  Clean good hotel especially for visits at "Frankfurt Messe"

  13 Jul 2023

  Stayed here to visit a trade fair. Good location, close to "Frankfurt Messe", within walking distance. Also the shopping centre nearly next to the street, if you need anything. Hotel did not have a restaurant or not even a lobby bar, so you had to walk to another hotel close by. Vito Ingrassetto, Geschäftsführer at Citadines City Centre Frankfurt, responded to this review Dear rasteri, Thank you for your feedback, we are happy to read that you enjoyed our facilities. We hope to see you again in the near future. Best regards, Vito Ingrassetto / Residence Manager

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• User:Manonthemove9

  Trip type: Solo travel

  Always great at all times

  06 Apr 2023

  Well, well, well. I do not know what to say anything. But just want to mention some points thatMr. Vito the managerandAll front desk team members....they are excellent. Because I go to stay at this hotel many times in the past 10 years. So the recent trip was in March 2023.The room and the environment is friendly as usual. The shopping of SKYLINE PLAZA is just a few mins walk. So that i mean i do not know what to say more really. Because everything is already great!Best regards,Dr. Vorravee PattaravongvisutMan on the Move Vito Ingrassetto, Geschäftsführer at Citadines City Centre Frankfurt, responded to this review Dear Dr. Vorravee Pattaravongvisut,We are glad that you had an enjoyable stay. I will share your compliments with my colleagues. Thank you for sharing your experience and we look forward to welcoming you again. Best regards, Vito Ingrassetto / Residence Manager

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• User:ERISA1999

  Trip type: Business

  No Housekeeping!

  14 Mar 2023

  I was shocked to learn, at check-in, that there is no housekeeping. Also, the surroundings are very sketchy. The bed is small and the mattress feels like a cheap foam one that came in a box. The price is way out of line. The only reason they can get away with this is because they are near the Messe (Exhibition Complex). Vito Ingrassetto, Geschäftsführer at Citadines City Centre Frankfurt, responded to this review Dear ERISA1999, I am very sorry that you had an unpleasant experience. As we constantly strive to keep our customers' satisfaction at the highest level, we are particularly sorry that we did not achieve our goal this time. So I want to apologize to you for that.We would like to take this opportunity to explain the concept of the Citadines brand to you. Citadines Apart'hotels offer cleverly designed spaces and a flexible menu of services to allow our guests to personalize their stay. In an apart'hotel, guests have the convenience of living in an apartment, with efficient use of space while enjoying the benefits of a hotel. Although some standard services are already included in the price of the room, guests can choose other optional services that are offered at regular prices and take into account their schedule and lifestyle. Daily cleaning is one of the optional services we offer. Whether it's breakfast in the residence's dining room or in your apartment, daily or weekly room service with restocking, Wi-Fi in your living room or in the hotel lobby: you can choose what you want and what you don't needUnfortunately, time cannot be turned back and your unpleasant experience in the past cannot be undone. However, I can assure you that we value your feedback very much and that your feedback has been used to improve our service and communication.Kind regards, Vito Ingrassetto / Residence Manager

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