Hotel Cult

I rarely write negative reviews, but this experience was bad enough that I feel other travellers should be aware.

I had a booking scheduled for this weekend for a work trip. Due to the ongoing conflict with Iran and missiles actively flying over the region, travel plans understandably became uncertain and unsafe.

I contacted the hotel to request a refund or at least discuss possible options given the extraordinary circumstances. Instead of any understanding or professionalism, I was met with dishonesty and extremely poor customer service.

The person claiming to be the manager told me that they could not issue a refund because Booking.com charges them a fee, which prevents them from doing so. This turned out to be completely untrue. I contacted Booking.com directly and they confirmed that the hotel absolutely can refund the reservation if they choose to. In fact, Booking.com even reached out to the hotel on my behalf to ask them to consider the refund.

Despite this, the hotel refused to cooperate.

When I called again to discuss it, the same person was dismissive, claimed he was “too busy,” and hung up on me — twice.

I fully understand that cancellation policies exist, but lying to customers and hanging up on them is unacceptable. A professional hotel would at least handle the situation respectfully, especially given the extraordinary circumstances currently affecting travel in the region.

Sadly, this interaction showed a complete lack of integrity and customer care.

I strongly suggest future guests think carefully before booking here — not because of the policy, but because of how customers are treated when something goes wrong.

Very good, clean, breakfast delicious. I will back

I’m grateful the staff allowed us to check-in early after our morning arrival. The room was neatly arranged with the plenty of amenities.

The staff at the front desk is very rude, she ask 2 euro for each person for tax from us, I give her 5 euro for 2 of us , she didn’t give me change , are there any one experience for this kind tax before? And her attitude kind of rude too. Will never come back here again

The ac was so-so, bed was a bit roo firm and the blanket was small

I am shocked by the way Hotel Cult Frankfurt City treated me. I never even stayed there – and thank goodness for that – but my short interaction was enough to realize how little they care about people.

I made a reservation and mistakenly chose the wrong dates. Within 10 minutes of booking, I contacted the hotel immediately, asking only to move the stay to the correct date. Any decent hotel would have shown a minimum of empathy, but here they simply hid behind their “non-changeable rate” excuse.

Days later, they finally replied, coldly stating that it was a “super discount rate.” This was a lie. When I searched again, I found the exact same rate listed as the standard price, and even cheaper options available for the following days in the very same hotel.

Since then, I have written three times and nobody has taken responsibility. Not even the basic courtesy of answering. This is not hospitality, this is dishonesty.

Travelers should be warned: if this is how they treat a guest before even arriving, imagine what awaits you if you have a real problem during your stay. For me, this was the most appalling customer service experience I have ever had in all my years of traveling.

Good services clean & tidy.
Delicious breakfast & very nice customer care and very good quality service.

Very nice hotel, well-located with excellent value for money.
The room was a bit worn, but it had all the necessary amenities and was clean.
The breakfast was great. There is a supermarket and a gas station right across the street. Lots of shops in the area.

Hotel was pretty basic but comfortable. Breakfast was nice. Cleaning staff were lovely and very helpful. Reception staff hardly spoke to us. It was our honeymoon, did send a message to hotel prior to our arrival-but they did nothing to acknowledge this and we were put in a quite a small room.

nice staff

Used to skip to leave review but they are sending complains to my review in google maps. Generally speaking the hotel is ok, staff is great, location is ok, but rooms could be better to be honest. I stayed only for one night because of business trip.

No vanities, you’ll have to bring your own, room size was terrible. Mosquitoes inside the room. No drinking water, you’ll have to buy your own. I don’t know how this is 4 star hotel

It was a pleasant stay with clean rooms and located in the city center ..!!

Comfortable room. Breakfast was good, and included in the price. The area was calm and safe..

Very good

Very comfortable bed, excellent service, outstanding breakfast and front desk services. 2 floor not much of views. Very small bathroom, and small room space. This hotel is across the river so it a distant from downtown. Areas was safe to walked around. Train is location right across the street. Supermarket is locate right down street on left side.

If you're looking for a hotel that offers a superb balance between price and service, this one certainly delivers. Guests often highlight the excellent value they receive for the money spent. The pricing is very reasonable considering the amenities and quality of the experience, making it a perfect choice for both budget-conscious travelers and those simply seeking comfort without unnecessary expense.

One of the key advantages of staying here is the friendly and helpful staff. From check-in to check-out, the team ensures that guests feel welcomed and taken care of. Their professionalism and warm approach create a relaxing environment, adding a personal touch to the stay.

A major perk is the free breakfast, which is consistently praised by guests. The breakfast is not only complimentary but also satisfying and varied enough to cater to different tastes. It’s a convenient way to start your day without having to leave the hotel or incur extra costs.

The rooms are spacious, offering more than enough room to relax or work, depending on your needs. They are also well insulated from outside noise, allowing for a quiet and restful sleep—something that’s often hard to find in city-center accommodations. Cleanliness is another standout feature; rooms and common areas are consistently described as spotless and well-maintained.

The shower facilities are excellent, providing strong water pressure and modern fittings, which add a touch of luxury to the overall experience. It’s often a small detail, but a good shower can make a big difference in travel comfort.

Parking is available through a private arrangement offered by the hotel. It’s both affordable and convenient, which is a significant advantage, especially for those traveling by car.

Overall, this hotel offers a well-rounded, high-quality experience at a fair price. The thoughtful amenities, excellent service, and peaceful atmosphere make it a top pick in its category.

In the room that we rented was supposed to have three single bed but only have 2 and a sofa bed this is the only issue negative about this hotel

The checkin was okay.
Breakfast was okay. I parked on the street because the parking there felt claustrophobic. The train from and to the airport is very convenient and cheaper than a taxi!
Overall it was clean and nice

Great staff