InterCity Hotel Frankfurt Airport Hotel

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Sep 21, 2017
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#1
I recently stayed at the InterCity Frankfurt with a promise of a free City Pass ticket for all local bus and train transportation. The pass given was for only one day and the next day when we rode the train, we were pulled off the Deutsche Bahn train and escorted to the police where we had to pay a 60 EUR per person penalty. We were promised that if we could show the correct date tickets, within an hour, we would be reimbursed. But, when done, we were told that we cannot receive a refund if we have already paid our penalty. Trying to work with the hotel for some sort of compensation.
 
Sep 21, 2017
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#4
The hotel's website posted that, upon check in, you will receive a transportation pass that is good for your entire stay.

They did not inform that we needed to get a new pass every day.

When the transit personnel checked tickets, ours had the day of our check in.

Deutsche Bahn will not refund our penalty fee.

Therefore, I am trying to work with the hotel, to no avail, since we were misinformed.
 
Sep 19, 2015
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#5
The Euro 60 is a fine for not having a valid ticket. What day did you receive the pass? The pass is for one calendar day, not for a 24 hour period. What was the date of the validity of the pass? If I am given a pass for September 22, 2017 it is valid until 23:59 (11:59 PM) on the 22nd even if I only started using it in the evening.
 
Sep 21, 2017
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#6
I understand that, as I have traveled plenty of times in Europe.

We booked the hotel because they stated what is written below.

Since I do not speak German, it would be easy to assume that what was given to me would be good for the duration of my stay, as stated in quotes below:


"FreeCityTicket

In all our hotels' locations a FreeCityTicket is included. This enables guests to use all of the local public transport free of charge.

The advantages for you:

You save on cash

Your ticket is valid throughout your stay

You can enjoy maximum flexibility in terms of time"

 

jsn55

Verified Member
Dec 26, 2014
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#7
What an awful experience. How many nights did you stay at the hotel? What exactly did the authorities tell you about the reason for you being pulled off the train? I'm assuming that all the information on the pass was in German; did you ask someone at the hotel to verify the details for you before you departed for the station?
 
Sep 21, 2017
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#9
We were at the hotel for 2 nights. The girl, at registration, seemed fairly thorough in telling us to take the hotel shuttle to the airport, and then which train into the city.

She gave us the tickets, but never stated that we needed new tickets, each day.

And, since the hotel's proudest amenity is the free transportation pass for your enire stay, no one would have questioned her or it.

I am working with the general manager at the hotel, in hopes that they may comp. night for our aggravation, embarrassment and for being treated like criminals.
 
Likes: jsn55
Sep 21, 2017
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#11
I do not speak German and have never been there before.

The main point is that the hotel's website promised a free pass for the entire stay, and the fact that we weren't advised that what was handed out to us was not what it was supposed to be.
 
Sep 19, 2015
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#12
Antoinette, I am trying to figure out what the problem was -- did someone give you a pass that was incorrectly filled out? Were you on a train that is not covered by the pass?
 
Sep 21, 2017
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#14
Christina,

The hotel advised that what they were giving me was one free pass for my entire stay.

They did not explain that I needed a new pass each day.

The website states:

"FreeCityTicket

In all our hotels' locations a FreeCityTicket is included. This enables guests to use all of the local public transport free of charge.

The advantages for you:

You save on cash

Your ticket is valid throughout your stay

You can enjoy maximum flexibility in terms of time"
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
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New York
www.promalvacations.com
#15
I totally understand what Antoinettes issue is - the hotel employees did not tell her she needed to obtain a new ticket for each day of her stay. Reading what the hotel says, I would have done the same thing she did - assume that the pass they gave me was valid for the entire time. I looked all over the website and do not see anything that says you need to renew or get a new ticket for each day. The way it is worded it sounds like one ticket is good for the entire stay.

I agree with her that the hotel seems to be the one at fault here -they should have told her she needed to get a new ticket for each day.

Antoinette, since we don't have any contacts for that particular hotel, wait and see what happens with your negotiations with management. If the GM doesn't agree to reimburse you, we can have our writers contact the hotel on your behalf. Mention that the employees should be telling guests that = if you aren't from Germany you probably wouldn't know how those passes work and the employees should explain it clearly to guests. Save all your correspondence that you have because they'll need it to get involved.
 
Likes: mmb and jsn55

Carrie Livingston

Moderator
Staff Member
Advocate
Jan 6, 2015
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#17
One thing to note, the Germans are very strict about passes on transportation. So for future, make sure you have a valid pass.
 

jsn55

Verified Member
Dec 26, 2014
5,890
5,970
113
San Francisco
#18
I need to share this story ... five years ago and I'm still shaking my head. I bought tix online to tour a cruise ship building company in Germany, right on the Holland border.

The confirmation came with 3 pages of information, all in German. I didn't worry about it, thinking I could get someone at a hotel to tell me if there was any real info or just gobbly-gook. I asked a couple of front desk people but they were no help and I forgot about it.

The tour was scheduled for a Sunday and we drove up there, found the HQ but nobody was in sight. We snooped around, drove around, and finally stopped at a donut shop to ask. We did not have high expectations for any info, but in we went. A customer was just getting his order as I explained what we needed, and he turned to us and offered his help. Turns out, those 3 pages stated that you park HERE, you walk over THERE, you wait for a shuttle bus. The bus drops you off HERE and you wait for another shuttle bus to the facility.

He took pity on our pathetic little faces, got in his car and led us over to the place to park, introduced us to a few people waiting there; several spoke English, and we were all set. Off he went to Sunday dinner, leaving two of the most grateful Yanks ever. The tour was absolutely FASCINATING, they were building RCCL's largest ship ever at that point. And we would have missed it all because I neglected to take care of the details.
 
Last edited:
Dec 11, 2016
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#19
What validity date(s) was listed on the ticket itself? From what I see with images online, most tickets seem to clearly identify either how long they are good for (one day/two day), or have a validity period listed.
 

Carrie Livingston

Moderator
Staff Member
Advocate
Jan 6, 2015
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#20
When the transit personnel checked tickets, ours had the day of our check in.
What validity date(s) was listed on the ticket itself? From what I see with images online, most tickets seem to clearly identify either how long they are good for (one day/two day), or have a validity period listed.
It had the day they arrived. They were not informed they needed to get a new pass each day.