I recently stayed at InterCity Hotel in Frankfurt from the 18th to the 22nd of April with a friend. Upon check-in we were warmly greeted by two of the receptionists M. Dorna and R.Shubab who asked for our booking. However, there was a slight issue with spelling my surname, which took a few attempts to get right.
During this process, another receptionist S. Sandrich interrupted us in a rude and unprofessional manner, demanding our passports without any prior indication. Her tone was direct and impolite, which caught us off guard. We responded calmly but expressed our discomfort with her approach. Her subsequent remark, implying that her behaviour could be worse, was completely unacceptable for a customer-facing role especially in hospitality. She left without apologising or even making eye contact with us. The initial receptionist M. Dorna tried to defuse the situation with extra friendliness and apologised for her colleague’s behaviour, citing a difficult previous customer. However, we found this unprofessional and not an excuse for rude conduct. We informed them that we would like to speak to a manager to address this and we will also leave a review about our experience.
Aside from the incident, the hotel’s location next to the train station was convenient for travel from and to the airport, and neighbouring cities. The room was clean and modern and we had a lovely view to the city’s financial centre. Overall, the experience was positive, but the behaviour of S. Sandrich si