2/10 Terrible
Nigel
Travelled with group
23 Sept 2024
Disliked: Staff & service, amenities, property conditions & facilities
We understood the area of Hamburg in which we were staying, so the comments and score for the area around the property will never be 5-star.
However, we do expect levels of customer service, cleanliness, and that what has been described is being delivered. These weren’t and the rating scores reflect this.
The hotel mentions this for some rooms, so we chose and paid a premium for a quiet room that did not give this warning. Well, after settling into bed we were awoken by nightclubs and street noise that continued through the night.
I contacted Hotels.com to report and they suggested that I dressed and complain to reception. I was in bed. I’d been missold. I expected them to make my complaint. I didn’t expect either a room change or a hotel change, or the nightlife to be stopped at 01.00.
Hotels.com offered a refund. This has yet to be processed.
The room was basic.
Customer service at reception was poor - we waited 15 minutes to be checked in.
Buyer beware - both in respect of the hotel and the supposed Gold service through Hotels.com.
The recent Expedia, Bookings, Hotels etc changes have not left me impressed so far in my regular travels.
The photo shows the road view of the hotel to the left.
Nigel
Stayed 1 night in Sep 2024