Steigenberger Hotel Hamburg in Hamburg

I’ve been knowing the Steigenberger for many years now. It is a decent hotel nicely located.

Unfortunately, I had a very unpleasant experience in November when I attended an award show in Hamburg.

Wanting to check out the next morning I was in a hurry and just wanted to hand my room card to the staffer as I always do. She was still busy with another guest which took very long. Since my taxi had also arrived I just wanted to leave the card on the desk but wanted to make sure she sees this. This young lady completely ignored me over minutes! I felt so belittled.

I do understand that I was supposed to wait until it’s my turn but she definitely saw me and purposely ignored me although I was signaling her to just leave the card on the desk.

That is really bad customer service and left me with the impression that I will never return to Steigenberger in Hamburg. It’s the little things that make the difference.

We booked this hotel for a few days as we vacationed in hamburg and these are my only critiques:

First, even though the rooms were beautiful and the location of the hotel is 5 mins away from hamburg center, which is perfect, I'm sorry to say that the staff weren't the most helpful when it came to bestowing our luggages into and out of our car. As someone with plenty of luggage since i was traveling with my family, it was very difficult to carry all of them from the car into the rooms and from rooms into the car. All they did was put our luggages outside the hotel door when we checked out but turned a blind eye when it came to helping us put the bags in the car. We were the ones to carry 8+ big luggages into our car all because they weren't around to help. Keep in mind that we tried to call the reception from our room multiple times and got no answer for when we wanted someone to help us carry the bags from the 6th floor to the reception.

Second, speaking of rooms, I also had the issue of one of the staff members barging in our room during our first day as a means to clean the room while we were sleeping. She knocked once and without bothering to hear a reply back she immediately opened the door. What kind of privacy is this!

When it came to room service, cleaning wasn't the very best. I'd come back from the day to only find the bed being made not even in a good way and no tissues being replaced in the bathroom. Usually in hotels this great, the toiletries are replaced every day or every time you use one, but it hasn't been replaced in our time being there.

It only deserves the rating for its location.