JW Marriott Hotel Frankfurt

The JW Marriott Frankfurt has long been my go-to hotel in Frankfurt, and for many years it consistently delivered exactly what I expect from a flagship Marriott property. The rooms remain a strong point: spacious, well designed, and generally very comfortable. However, since the recent refurbishment and ongoing renovation works, the overall experience has lost some of its appeal — particularly when it comes to service and execution. During my most recent stays, the in-room technology proved problematic. Basic functions such as temperature control did not work properly, and some of the control panels emitted persistent noise throughout the night. Despite service personnel attempting to fix the issue, it could not be resolved, which is far from ideal at this level. More concerning is the noticeable deterioration in the breakfast experience. Waiting times have become excessive, including long delays to be seated even when tables were visibly available. Service feels disorganised, and the quality of the food itself has declined compared to previous years — which is a real disappointment, as breakfast used to be a highlight of the stay. Taken together, there are clear signs of wear and tear in what should be a guiding-star property and the flagship of Marriott Hotels in Frankfurt. While the fundamentals are still there, especially in terms of rooms and location, service consistency and attention to detail currently fall short of what this hotel once represented. I sincerely hope these issues are temporary and addressed, as this hotel has the potential — and the history — to be much better.

I visited in October with my wife and daughter and our experience at the JW Frankfurt was fantastic. It started with Yosamin checking us in and noticing it was my wife's birthday ...she was kind enough to arrange for a birthday dessert to be sent up for her. The staff were all great and the room was fantastic. The location is central so it is a perfect place to stay. Definitely will go back.

I stayed at this hotel for more than two months this year, and honestly, everything was wonderful from start to finish. The place was clean, comfortable, and very well organized, but what truly made my stay special was the amazing staff. I would especially like to thank Mahmoud for his outstanding service, kindness, and constant support. He was always helpful, professional, and welcoming, and he truly made a big difference in my experience. Thanks to Mahmoud and all the staff, I felt like I was at home, not just staying in a hotel. I am very grateful to everyone who works here and I highly recommend this hotel to anyone looking for comfort, warmth, and excellent service.

Our stay at the JW Marriott Frankfurt had many positives, but also several issues that fell far below five-star standards.||Starting with the good: the rooms are 10/10, beautifully designed, spotless, and extremely comfortable. The toiletries were equally impressive, and the property itself is stunning. The leisure facilities are amazing, and our evening meal was excellent with restaurant service delivered to a very high standard.||Unfortunately, the service in other areas—particularly breakfast and housekeeping—was nowhere near the level expected.||Day 1 Breakfast:|I was seated at 09:10 and ordered coffee. At 09:25 I ordered breakfast. By 09:35 I still had no coffee. When it eventually arrived it was the wrong type, but after waiting so long I just drank it. By 10:00 there was a huge queue and, as we had to leave to be collected, we walked out without ever receiving the hot food we ordered.||Day 2 Breakfast:|The restaurant was around 50% full with no queue. I ordered coffee, yet again it took 20 minutes because the server had forgotten to put it through. After another 15 minutes, tables seated after me were already receiving their food. When I asked to speak to the manager, the server became upset—it was her first day—and I genuinely felt sorry for her; it was clear she had been let down by her team and the managers. The manager then explained that two kitchen staff and two servers had called in sick, which should not be passed to guests as an excuse. My breakfast eventually arrived, and again it turned out the order had never been placed initially.||Housekeeping:|On the Saturday we left the room around 09:00 with the “Make Up My Room” light clearly lit. When we returned at 18:00, the room had still not been cleaned. This is simply not acceptable for a hotel positioning itself at this level.||Breakfast is typically the longest and most consistent interaction guests have with a hotel team, and on both mornings it was a shambles—disorganised, slow, and frankly embarrassing for a five-star property. Combined with the poor housekeeping standards, it left a disappointing impression.||The hotel has some exceptional strengths, but significant improvements in service are urgently needed.

JW Marriott Frankfurt Good thing: The location: in the heart of the metropolis, 20 minutes’ drive from Frankfurt International Airport, right in front of Zeil, entertainment and shopping central as well as the walking distance to the Roemer and other tourist attraction like Eiserner Steg and Goethe Haus. Room: spacious accommodation with spa-inspired bathroom, mindfully renovated with good skyline views. If family trip, I recommend Panoramic Suite even if you can be upgraded to the higher Suites, because it can afford 4 people with Sofa bed. The restaurant (Michelin 2025) presents spirited gastronomic experiences, especially breakfast is good. Staffs are very friendly and professional. Bad thing: No Executive Lounge, but mini bar in the room is complimentary for the elite member. Lobby with front desk is not spacious. (No elite line for express check-in/out) 1. Benefits for Platinum elite or higher: Welcome point of 1000 or complimentary breakfast (2 adults and children under age of 12) 2. Club Lounge: NA 3. Fitness: 0600 – 23:00 (Sat, Sun: 22:00) Pool with locker room (07:00 - 21:00 on weekend, 23:00 on weekday) Sauna (11:00 - 22:00) Spa 4. Dining Breakfast restaurant Greta OTO: Latin American Greta OTO Bar 4. Guest rooms: Deluxe Room (1 King): 33sqm Grand Deluxe (1 King): 46sqm Panoramic Suite (1 King + Sofa bed, max. occupancy 4): 62sqm Jr. Suite (1 King): 48sqm Grand Deluxe Suite (1 King): 60sqm

Very lovely hotel in Frankfurt. The staff is extremely friendly, prices fluctuate so it can either be really good or really high so maybe booking in advance would be better. Parking is a breeze valet provided. The rooms were great bathtub and shower included, all requirements provided, facilities are amazing as well. Floors were carpet so im not sure if that would be 100% clean but slippers provided. I adored the breakfast selection the food tasted great and great variety of things to choose from. Location is perfect in the city center and safe. Loved the stay here and definitely would likely plan my future stays here in advance. Worth to splurge on.

We stayed at this hotel recently and had a mixed experience. The concierge was extremely helpful, kind, and professional, and we truly appreciated their excellent service.||Unfortunately, our experience at breakfast was less welcoming. One staff member (a tall man with darker features) spoke to my brother and me in a dismissive manner when we were unsure about the breakfast setup. As first-time guests at a five-star hotel, the rules were not clearly explained to us, and instead of gentle guidance, the interaction felt unnecessarily cold and age-biased.||A more hospitable explanation would have made a big difference. Overall, the hotel has great potential, but consistent warmth and respect toward all guests—regardless of age—would greatly improve the experience.

Location is superb, however, a lot of other aspects of the hotel are on the border of constantly making you nervous. Reception is confusing. Waiting time in the lobby is unacceptable for such high price hotel. Lobby bar, at least in our experience, is not up to standards. We were sitting in the lobby bar area for 30 minutes without being served. Coffee was relatively drinkable. Rooms are ok but a bit pricey for amenities. Breakfast is worst point of the whole experience. Dining area is to small for such a large hotel. We had to wait for 15 minutes only to get the table. And than our waiter got order for eggs "misplaced" and "confused" so we got them in the end but 40 minutes late. Next morning it was the same story. Pool area is way of the hotel. It is not possible to reach it via elevator. You have to pass trough gym and than downstairs. My wife has a bad knee and it was quite ordeal to go and reach pool area. But, on the bright side, we had help from the gym when we started to go back to the hotel. A very helpful and friendly manager of the gym made some changes to our route so that my wife didn't feel the pain from stairs climbing. But since this is not standard procedure be aware.