Steigenberger Hotel Hamburg

We arrived at the hotel tonight tired from the long journey. In the first room we were offered we found unpacked cardboard boxes left by previous guests.After we contacted the reception we were offered to move to another room, in it we found bins full of rubbish.The hotel staff waved their hands when we complained. After a short discussion we were assured that this time with the rooms will be all right. When we entered the new room, we found someone else's things (most likely living at the moment in the hotel).Completely exhausted, tired after a long road at night we went to look for a new hotel.I am sure that the hotel with this level of service doesn’t deserve even 3 stars.

the hotel is nice in terms of rooms and location, but I have never encountered a worse hotel in terms of service and hospitality. The night room service is even handled by the person working at the reception. When there are 2-3 extra customers, no one answers the phone due to understaffing. To make matters worse, despite staying there two months ago, they still haven't sent my corporate invoice. I call every week, and no one helps; they just tell me to send an email. They haven't replied to any of my emails. I am FRUSTRATED.

Location is the only nice thing I can say about this hotel. This was my fifth visit to Germany, first to Hamburg. First, our room. We were put in an alcove room beside the sauna. My husband, in our 70s, and I were probably the oldest people staying at that hotel, yet our room involved climbing stairs to get to it. Everything in the room runs on an Android tablet: curtains, lights, etc. Our tablet did not work. There was no one to fix until the next day, according to the front desk. BTW, you can NEVER call the front desk and get an answer. We had to walk the long hallway AND the stairs to report anything or even to get our Kleenex box that the maid overlooked. So we were told the next day that our tablet would be fixed. Finally, I went downstairs again and asked to see a manager about the tablet. I was told they weren’t in, but someone else would check it out. So, it was finally operational. Unfortunately, my husband was not. He went to the ER and was diagnosed with a large kidney stone. It was considered too large to be likely to pass without treatment. So, I told the desk that we would be checking out early in the morning and flying back to the US. That morning, after we had to struggle with our luggage down the stairs, we were told that we would be charged for the 5 other days in our reservation. Luckily, our travel agent intervened and we were not charged for the extra days. I have to say that this hotel makes me never want to return to Hamburg.

How is this a 5-star hotel?
They put us in a room while there was a known defect in the ventilation system (mechanic confirmed this) so we slept terrible due to the heat. On top of that, amenities like the sauna were defect as well without prior notice. Feels like some shady airport hotel. When addressing the above at the service desk, they offered an equivalent of 2% discount. 😂 Would NOT recommend staying here!

Unfortunately, it is not possible to give 0 stars. They didn’t tell anything about the broken AC, so we slept 3,5 hours and wake up in a room with 28 degrees. We told the hotel and they didn’t do anything with it. Next tot that, they didn’y tell anything about the broken sauna and no parking space. In total, it was a bad experience. Definitely, i would never recommend again.

I'm really disappointed with my recent stay at this hotel. It didn't meet the basic expectations of a 5*hotel at all.

First off, the service was terrible. When we arrived, they wouldn't let us check in early. Fine, we've decided to wait patiently until check in time starts. We ended up waiting in the lobby for an hour, and then another 20 minutes after the time they said our room would and should be ready. And instead of saying sorry for the wait, they basically told us we need to be more accepting and stop being troublesome.

Weirdly, in another hotel with fewer stars - 4, they gave me stuff for my pet, but here, nothing. That doesn't make sense, does it?

But the worst part? They messed up my bill. They charged my card twice for the same stay, full amount, and now there's a hold on my account. It's been almost a week, and they still haven't fixed it.

When I told them about it, they didn't seem to care much. They just told me to email someone else. Seriously?

Overall, my stay was a total letdown. From the bad service to the billing mess, it was way below what you'd expect from a 5*hotel