Hotel Atlantic Hamburg, Autograph Collection in Hamburg

I stayed in the hotel for one night in the second week of October 2021. Everything went to my fullest satisfaction until I tried to book the breakfast the next morning.

My one night stay was fully purchased with Marriott Bonvoy points, as the limits on my bank and credit card accounts were fully utilised.

Once it was apparent that the breakfast would not happen, my undoing reached its full potential when I tried to check out.

More specific, when I was asked to pay the tourism tax.

It is worth mentioning that I legally tried to turn my originally considered private stay into a business one showing the front office staff an official stamped and signed declaration of my employer.

I was told that this could not be accepted, as it was not issued by the Stadt Hamburg. I would like to mention that Lé Meridian, Hamburg Alster had no concerns at all to accept it about a week earlier.

Eventually, the front office manager addressed me with a very high level of arrogance stating I would not have to pay the city tax and “that everything would be okay” - fake smiling at me ...

The discrepancy in his words and thoughts was obvious and quite upsetting!

I left the hotel, but returned about six weeks later to see if my intuition was correct and I would no longer be welcome in the hotel promises.

Very unfortunate, I was right - and to make my Hotel Atlantic Hamburg experience even worse, I was accused of behaviour by the lady at the front desk that did not even happen! For example, that I returned after checking out in the second week of October 2021 roughly dropping a couple of euro bill stacks on the front desk, which - obviously - did not happen.

I just reached the deepest I could possibly get emotionally, when a young gentleman with golden glasses - supposedly the guest relationship manager - offered his assistance by calling security.

Luckily, the lady at the reception saw no need in doing so - and I blame her female intuition and social intelligence for that.

Nevertheless, this was probably the poorest I’ve been treated by a five star hotel client relations team ever!

My disappointment could not be overstated! Which I find quite sad.

We traveled from US to Germany / Hamburg and this is the hotel that 99% time I chose to stay with Lake View rooms. This time September 22nd to 24th I chose this hotel and paid Lake View Deluxe Room and paid extra for this selection. I called to hotel to make sure I will get what I paid for and the answer was nope we don't have rooms with Lake View at all. I argued with the night shift manager who was also not very kind to understand what I was trying to explain.
Nevertheless, even we didn't get Lake View room even though I paid for it and we got the room 182 with partially part of the building's roof. No view at all.
I am very disappointed with the treatment and with mis leading on their web side that the Deluxe room comes with Lake View but it didn't.
While I was booking my room advertisement picture was promoting lake view room as well.
It is a shame that 5 star hotel you extra fro Deluxe room to have lake view but you get ROOF view instead.
I will dispute with credit card company with this mis leading deal and ask my refund.