A LoyaltyLobby reader forwarded us an email that they had received from DoubleTree Frankfurt – Niederrad letting guests know that AC is not functioning.
You can access DoubleTree Frankfurt – Niederrad’s website here.
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Email that the hotel sent out:
Thank you for your reservation for your upcoming stay with us.
Kindly be advised that we currently experiencing heavy Air-Conditioning problems. While we have tried to fix it, we have noticed that the issue has not been resolved fully.
Our Air-Conditioning is NOT FUNCTIONING.
Certainly this was addressed once again with the concerned company, however, we have been advised that a spare-part has to be replaced.
Due to the current environment our suppliers and the concerned company are facing many bottlenecks and challenges in getting those parts for sufficient replacement and improvement.
In light of this unfortunate circumstance we would like to take this opportunity to advise you about this obvious lack of comfort during your stay, as we know you would expect a pleasant stay with a fully functioning air-conditioning system.
We can certainly understand if you feel that this is unbearable – and especially when considering the upcoming high temperatures in Frankfurt – we know and can understand that an AC is essential to you.
We apologise for the inconvenience caused, however, it is paramount to us to inform you prior arrival and we hope to welcome you in the future with a fully functioning Air-Conditioning system.
DoubleTree by Hilton Frankfurt – Niederrad
Herriotstrasse 2, 60528 Frankfurt am Main
Tel: +49 69 2474560
Although it is great that the hotel let its guest know about AC issues and setting expectations, the reader was not happy because they did not offer any solutions:
I’m amazed by this email.
What’s the purpose of telling me this?
That I need to prepare for heat?
You offer no solutions at all. You’re just telling me I need to bring some cold packs to survive the night?
You don’t mention cancelation options.
You don’t mention price reduction.
You don’t mention compensation points.
You don’t mention alternatives like move the booking to one of the many Hilton Hotels in Frankfurt.
The hotel should have offered to rebook affected guests, at their (hotel’s) expense, to other Hilton-affiliated hotels with functioning AC.
There was not much need for AC in most of Europe until summers got warmer and heat waves more common.
Good AC is of great importance to me. I just cannot sleep well if the temperature is too high during the night, and what is the purpose of the hotel stay if you don’t get a good night’s sleep?
The hotel did well here in informing guests that their AC is not working but failed to offer options for resolving it.
At a minimum, they should have offered to relocate guests to other group hotels with functioning AC.