Renaissance Hamburg Hotel in Hamburg

Checked in late night on 28.11.25 with my family, 2 little boys included. The room they gave us respected the booked category but had a loud electrical buzzing sound. It was late night and the kids arrived sleeping, so we couldn't change anymore. The next morning we informed the reception and a technician was send who advised that a change of room was necessary.

We got a new room allocated, which was small and not suitable for a family as a sharp glass table was dangerously placed next to the bed (see picture). We informed the reception again and they advised they had no more room available and we had to wait.

Late in the afternoon a new room was allocated, same category again but this time without problems. In summary we had one night with loud buzzing sounds and most of the next day without room. We had to pack and repack multiple times to accommodate for the room changes while also staying idle for quite a while.

My issue with all this is, not even once a proper apology was given nor did we had the feeling that the receptionists cared about fixing the problem. When confronted about it, I asked if we are here to fix the hotel's room situation or they are here to fix the guests problem. The answer of one receptionist was: "I am personally not here to fix your problem, its the problem of the hotel".

I think some staff training is necessary and shifting focus towards customer care - we felt treated badly.

Our stay from 22.11.2025 to 25.11.2025 was extremely disappointing, especially considering we booked a suite. For a room at this level, the experience was far below acceptable.

First, the suite did not even have a bathtub, which is a basic expectation for this room category. Very shameful for a hotel calling this a suite.

Second, our fridge was broken for the entire stay and was never repaired, despite reporting it multiple times. On top of that, the last two days we only had cold water to shower, which made our stay uncomfortable and frustrating. Both issues were reported, yet nothing was done to resolve them.

While the front desk staff were friendly, friendliness alone doesn’t help when nothing is actually fixed.

To make matters worse, I had informed the hotel at check-in that my wife’s birthday was on the 24th, and I was told they would do something special. That promise was completely forgotten — another disappointment on top of an already flawed stay.

Overall, this was not the level of quality, comfort, or service expected from a suite-priced room, and I cannot recommend this hotel based on our experience.