We were very disappointed with the experience at the hotel, as a Platinum members we had to wait for at least 5 minutes at reception while the only lady was on the phone without us being acknowledged. We didn't get any complimentary drinks or acknowledgement for being Platinum, when asked for upgrade we encountered the supervisor Mr Chris that was combatant with us and shouldn't be in accommodation if he can't be courteous. Our room was OK nice and modern but needed a serious cleaning, the Covid19 seal was broken and as the attached photos show the shower drainage was blocked. There was no hand sanitiser available anywhere in the hotel and no disposable gloves for the breakfast buffet. Location of the hotel is excellent
I will start by quoting another Trip Advisor user: "Classy, corporate hotel". I completely agree. It has character, friendly staff and is well-managed. All that one would expect from a city hotel. It is almost directly opposite the Hauptbahnhof, which makes the location ideal. I had two rooms on my booking and both were more than satisfactory. Amenities well stocked. Breakfast was nice, although limited in light of the current global situation so this is no fault of the hotel. If you are in Hamburg, I would recommend you stay here. Unfortunately, I don't think I will be back as I really didn't like the city itself at all. Unless, say, for something at the Philharmonic Hall which I did not get to see in light of the circumstances. Functional with a hint of modern luxury.
This hotel is not worth using the Hilton name. On arrival the guy was not to friendly and we were informed that the sauna was not open because of Corona, which is acceptable. Then we heard the the 4 dats we were going to be there, the room would not be cleaned, bed not made, doors not cleaned, toiletpaper not added, bathroom not cleaned and towells refreshed because od corona???? In general the hotels where we have been all were being cleaned extra! Plenty rooms were available which could be seen by a sticker on the door, by the cleaning department. I would never visit this hotel again. Even outside they didnt care to fix the light of the name and that says something regarding the way they care.
We had to cancel our reservation. I did this 1 day after my sister in law. She got her money back within one week. After complaining about the poor response, Booking.com and Reichshof assured me by mail that it was handled on april 16. Until now June 19 ,nothing happened. My brother in law, member of the Hilton has the same problem, so that membership adds nothing. Even if this is a good hotel, the services are very poor if you encouter a problem.
My two night stay was aa nice treat for my Christmastime birthday. This hotel is conveniently located across the main Hbf train station and a short walk from City Centre. Front desk service was cordial and professional. The room was decadent and the most comfortable sleep I had in my seven week tour around Europe. I had some problems with getting some requests fulfilled such as amenities for the bathroom. The staff seemed busy with corporate events and bigger groups during that holiday season. If you are elderly and/or have arthritis the squeeze bottles to dispense shampoo etc might be a challenge as well as the doorknob to pull open the shower door. For a business traveler, internet was great, desk was not that large but suitable. (I booked a basic king bed). I could not find a TV station in English so practised learning some German one night. I had multiple failed attempts to reach management (no response even when I arrived) about doing a blog feature and story about returning to Hamburg for my 50th birthday but no responses. Quite disappointing. I almost cancelled tihs reservation and booked another smaller, more receptive hotel but this location was too convenient for a solo traveler by train. Just be mindful of the immediate area around the hotel, especially at night. Like most neighborhoods around central train stations, it is a little shady. I didn't eat a meal at this hotel but tried a cocktail at the hotel bar - nice! And great mix of friendly local and visitors! Overall, it's a classy corporate type of stay and suited my needs for a short visit to see my birthplace. …