Sheraton Offenbach Hotel

A very poor experience from start to finish.
As soon as I arrived for check-in, the receptionist responded to my “hello” with a blunt “ID please.” It honestly felt more like going through border control than checking into a hotel.
I asked if my date modification had been processed without any additional fee, and I was told that it had been confirmed.
Then came the room: a dark, ground-floor room that felt very outdated. The bathroom was old-fashioned, some power outlets were barely attached to the wall, and the TV was so old that you have to wait about 30 seconds between pressing the button and the channel actually changing. There wasn’t even a coffee machine in the room.
The bar staff, however, were very friendly. Unfortunately, the snack served with drinks was a extremely salty soft cardboard that they call “homemade chips.” The snack was so salty that it actually woke me up in the middle of the night — I had to drink almost two liters of water just to get the taste out of my mouth.
At checkout, I was told that I had to stay one more night because my date modification had supposedly not been processed. After about five minutes of searching, they finally found the correct reservation — but then informed me that I now had to pay a modification fee.
This fee was not clearly indicated in the Bonvoy app. I travel every two weeks and regularly stay with both Accor and Bonvoy hotels, and I modify reservations quite often. Hotels are usually understanding and flexible. That was not the case here.
The manager simply told me to read all the terms and conditions and ended the conversation.
I’m very disappointed with this Marriott experience and especially with how my complaint was handled. I would not recommend this hotel for business travel — unless you enjoy paying a high price for something that feels closer to a prison-like experience than a hotel stay.

Die Lage ist hervorragend und das Personal sehr freundlich und zuvorkommend.

I am writing to formally express my dissatisfaction with my recent experience at this hotel, specifically regarding excessive noise disturbances and the unprofessional conduct of one of your managers.

During my stay, I was subjected to significant noise levels that continued late into the day, making it impossible to rest. This is unacceptable for a hotel of your reputation and standard. When I brought this issue to the attention of the on-duty manager, I was extremely disappointed by the response I received. Instead of addressing the situation professionally and constructively, the manager’s behavior was dismissive and unprofessional. Rudness and absence of customer care are his values. Total lack of empathy, understanding and customer care. Even the receptionist appeared to be surprised with his behaviour. Such a poor approach of one of your managers made the entire experience very unpleasant. I made it clear that I arrived from long range flight amd that I needed to rest, however I experienced total lack of understanding from your staff.

I made it very clear that we are in the European Union, where such a level of hospitality and lack of customer care should not exist—especially in an international hotel brand such as Sheraton. Guests should feel respected, heard, and properly assisted when raising legitimate concerns.

This experience falls far below the standards I expect from a hotel of your standing. I trust that you will take this matter seriously, investigate the incident, and ensure that appropriate measures are taken to prevent similar situations in the future.

I would appreciate a formal response regarding how this issue will be addressed. Kindly let your staff know that customer carenis about empathy, understanding and eagerness to find appropriate solutions. There is no space for rudeness, passive aggressive behaviour and lack of interest for the role. They would benefit from receiving training and feedback.

الموقع

Room with internet, absolute zero connectivity the whole day nothing was done about the same. It strange in 2025 customers are given rooms with no WiFi when they advertise WiFi on the website

Staff and location

Freundliches Personal, im Grunde gute Lage zur Innenstadt (Marktplatz) runde 5-7 Minuten zu Fuß.