Holiday Inn Hamburg - Berliner Tor, an IHG Hotel

3 Lee Griffiths - 3 months ago

Well furnished , virtually new hotel (apple maps still shows it as rubble!). However the service hasn’t met my expectations.
- room wasn’t cleaned. First day, the room was cleaned. The second day, it was not. after talking to reception they then tell me it’s not every day. Yet, didn’t tell me when I checked in. After an hour and a half they gave it a token once over but it was a poor effort. I really don’t like this post Covid , “we don’t clean rooms” stuff. And if that is the case, it should be clear in the booking/check in, and should come with a discount.
- the evening meal service was also a poor experience. Food was cold. Returned and then re delivered separately (main and side).

Really no attention to detail and the finer points. Hopefully they’ll work on this because the standard of room, gym and sauna is good. But can only do 3 stars because of service.

2 Nadia Inggrida - 3 months ago

Company booked 14 rooms for a week (I don't think I have to say that obviously we spent a lot of money at this hotel).

Upon the booking date, one room was left due to some last minute changes (covid time does demand flexibility). We asked whether that one room can be refunded, or given credit, or even to just use the nights to extend the other rooms instead of the empty room.

receptionist said they can't decide and GM has to decide. tried 3 days to speak to the GM, each time was told: "busy, no time". They didn't even have the courtesy to inform us that the decision is a : "NO, the room is gone"

Even worse, our room's TV and phone didn't work, informed reception several times and they only promised to send someone but no one ever shows up, access cards kept getting cut off as well and we have to repeatedly go to the receptionist to ask for reactivation.

We are a member of IHG corporate and can honestly say this hotel is such a disappointment.

That saying, restaurant staff, cleaners, etc were the best employees and best strength of this hotel.

5 Marina Ortiz - 2 weeks ago

I am currently staying at the hotel and I must report that I am pleasantly pleased with the professionalism and warmth of one of its workers Jessica, from reception, is a girl who is always willing to help and always with a smile on her face. It is nice to come back to the hotel after a hard work day and find such a nice person who sweetens your day.
Congratulations for the staff you have and specially gràcies a tu Jessica.

1 Jonas Köpke - 4 months ago

Absolute nightmare. Came here with colleagues to spend 1 night. We arrived early morning so we couldn’t check in which is totally legit. At least we could leave the luggage there and went to a fair (OMR) afterwards.

Because I knew I would probably back after midnight I didn’t want the system to consider me as a no-show and we basically did my checkin at the reception just without me getting a room key.

When I came back at night my name couldn’t be found in the system anymore. So after long discussions the rather incompetent employee at the reception gave me my room key because I was able to give him the reservation number.

My colleagues came a little after me - at this point the system was down (whatever that even means). They were not able to get the rooms they had already paid for anymore. The guy at the reception was unable to solve the situation for them - completely unacceptable…

They also gave a random hotel guest another key to my room as I had a random person coming in around 7:30 in the morning that then ran away when I woke up. I don’t know what is wrong with that hotel but this is so unprofessional that I’m still shocked. Never again. This will have consequences.

Most people seem to not have problems here but be aware that if there is an issue you better start praying.

2 Chris Talakouras - 2 months ago

Management should include the expensive cost of parking while people stay in the hotel. Initially we got quoted 17 euros for half a day, next day they decided to charge us 19 euro for half a day. Don't bother paying for breakfast, it's not worth it

1 Arnaud Lacoste - 3 weeks ago

Very colfortable BUT check in check out is a disaster...6 elployees but very very slow and totally uncompetent...you habe to wait one hour or twongor check in out !!! A disaster

5 hoivincehoi - 5 months ago

Good hotel with good rooms. The location is also good because with a 7 minute walk your at the trains station and metro.