My experience at the Crowne Plaza Frankfurt Congress Hotel was nothing short of a nightmare, and I feel compelled to address the multitude of issues that marred what should have been a pleasant stay.Upon making my reservation via phone, I explicitly confirmed, not once but three times, that I would be provided with a suite featuring a balcony and a city view. To my dismay, upon arrival, the room allocated to me fell far short of this assurance. The blatant discrepancy between what was promised and what was delivered was utterly disappointing.The situation worsened when I approached the reception to address this issue. The lack of sufficient staff, compounded by the incompetence and poor communication skills of the attending personnel, exacerbated an already dire situation. The dismissive attitude of the manager on duty, who prioritized personal activities over assisting a dissatisfied guest, was not only unprofessional but entirely unacceptable.In an attempt to salvage my experience, I resorted to canceling my overpriced reservation through IHG and rebooking via Booking.com. Regrettably, even during this process, I encountered ineptitude and a complete lack of understanding from the staff, resulting in additional charges and unnecessary complications.My hopes for a pleasant New Year's evening were shattered by this appalling level of service.The following day, despite being offered a late check-out privilege as an IHG member, I was rudely awakened by the cleaning crew hours before the agreed-upon time. Upon attempting to check out, I was once again subjected to incompetence at the reception, where I was unjustly charged for the room a second time.The unprofessionalism displayed by your staff, including their lack of experience, inadequate training in essential interpersonal skills, and a glaring absence of empathy and emotional intelligence, has left me utterly dismayed.The reception scene of a crowded lobby with insufficient staff attending to multiple guests, further aggravating an already frustrating situation, is not reflective of the service expected at a reputed establishment such as yours.This experience highlighted:Untrained and inexperienced staffGrossly understaffed hotelLack of proper soft skills trainingAbsence of empathy and emotional intelligenceAs someone who has dedicated their career to ensuring customer satisfaction, I am appalled by the disregard for basic service standards. It is unacceptable to denigrate fellow colleagues or allow personal opinions to surface during interactions with guests, as was the case during my check-out.I implore you to take immediate and substantial action to rectify these glaring deficiencies in service provision. Guests should not have to endure such appalling treatment. As an IHG member, I am deeply disappointed and would caution others against using IHG for booking or staying at IHG hotels based on this experience.
