Hotel NH Collection Copenhagen — Hotel in Copenhagen Municipality

Updated Review – 7 August 2025

We would like to thank Pelin Hanım and her colleagues/team for reaching out to us following our initial feedback. Their interest in understanding the specifics of our experience were much appreciated. Our constructive discussion and experience sharing aimed at ensuring continued excellence at NH Collection and in having returning customers . We’re pleased with the way our concerns were handled and are happy to revise our rating accordingly.

We left with good gestures and on good terms.

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Extremely Poor Guest Service at NH Hotel Copenhagen:

I’ve traveled extensively across the world — and without hesitation, I can say that NH Hotel Copenhagen delivered the worst guest service I’ve ever experienced.

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Room Service: Despite calling multiple times after placing an in-app order that was missing a bread basket, no one ever answered or returned my calls. I eventually had to report the issue to reception in person while leaving the hotel. I even tried contacting room service at various times across different days — yet still received no response at all.

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Laundry Service: On a separate occasion, I needed to send laundry — but again, no one picked up the phone after repeated attempts. I had to personally go down and hand the clothes to reception.

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Food Delivery Incident: When I ordered food from an external restaurant, I was notified that it had arrived, but no one delivered it to my room. I tried to call reception — no answer. I went downstairs to collect it. On my way out, I realized I had forgotten my phone, so I returned to my room — but the key card no longer worked. At reception, my food was sitting unattended on a table. I politely said, “This is my food.” The staff member replied, “Okay, take it.” When I tried to explain something, he cut me off and told me to stand in line with guests who hadn’t even checked in yet. He never listened. When I asked to speak with the shift manager, he told me: “I am the shift manager — just wait.” I explained I simply needed my key card reactivated — a 10-second task. He walked away mid-conversation, came back two minutes later, and said, “Now I have time for you.” Out of nowhere, he told me: “You need to respect others.” As I was expressing my frustration using natural hand gestures, he coldly said, “Put your hand down when you talk to me.” I replied: “I’m not going to put my hand down while I’m speaking — what are you going to do?” He responded: “Nothing.”

When I said I’d leave a bad review, he mockingly replied, “Perfect. Thank you.”

He asked for ID, and I told him I didn’t have it on me because all my belongings were upstairs. He asked again before giving me the new card, and I explained that the room was registered under this name.

Even worse — the staff member never once smiled or apologized. He appeared visibly annoyed. And when I first said “This is my food,” he didn’t even verify my identity. What if I had claimed someone else’s order?

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To this day, the missing bread basket was never delivered. If this had been the other way around — if a guest failed to pay — I imagine the hotel would pursue them for the smallest charge. Yet when it’s the hotel’s responsibility? Silence.

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Additionally, there was a separate discriminatory incident during check-in when my sister politely asked for umbrellas. That alone deserves a formal complaint.

This hotel fails at every level: service, communication, and basic decency. I strongly urge NH Hotel Copenhagen to retrain its front desk staff, especially those in managerial roles, on how to treat paying guests with respect and...

Updated Review – 7 August 2025 (Revised from 2 to 4 Stars)

We would like to thank Pelin Hanım and her colleagues/team for reaching out to us following our initial feedback. Their interest in understanding the specifics of our experience were much appreciated. Our constructive discussion and experience sharing aimed at ensuring continued excellence at NH Collection and in having returning customers . We’re pleased with the way our concerns were handled and are happy to revise our rating accordingly.

We left with good gestures and on good terms.

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[Initial Feedback] This is my first stay at NH Collection, and while I’ve booked the same chain for my next destination, I’m now having second thoughts.

[Summary] For the price, and if you are used to the service of international five-star hotels, this stay falls short, even compared to some four-star boutique hotels.

[Specifics] We didn’t get off to a good start. My sibling had to wait a long time downstairs for assistance with our luggage. I had explained that we didn’t want to block the corridor since we are a large group, yet it felt like the staff were not acting professionally, more interested in delegating the request to other colleagues than actually helping.

We arrived before check-in time and were happy to leave our luggage until our rooms were ready. However, it was raining, so I asked for umbrellas. They gave me only one. I explained that we’re a large group and need at least three. The employee hesitated and gave me just one more, claiming it was big enough. This was uncomfortable, especially considering the family in front of me—a smaller group of three adults and a child—had not even asked for umbrellas, but were proactively offered some and even asked how many they needed (they took three). I pointed this out, but the employee argued that umbrellas are limited and they have many guests. I politely explained how this didn’t make sense. Then her colleague spoke to her in a different language, saying she should give me one and take a deposit. I immediately replied—in the same language they’ve used—that I didn’t mind, but wanted to understand why we were being treated differently. While I left them shocked for a minute when I replied in that language, I had to repeat myself a couple of times, and the response was that it was “procedure.” I explained that I would comply, but again, I was not objecting to the procedure—I simply wanted a clear explanation for the inconsistent treatment.

While that issue was eventually closed, we also had a problem with our shower. Every time we shower, water floods the bathroom floor and spreads under the sink. On top of that, the drain seems partially blocked, as the water doesn’t flow through quickly. This is completely unacceptable for a five-star hotel. I checked with my siblings in another room and they do not have the same issue. To their credit, the receptionist this time acted promptly and sent maintenance and room service in a timely manner. However, the problem remains, it’s a design flaw, not a simple drainage issue.

Additionally, the room’s cooling system is just...

Soundproofing: ★★★★★ The soundproofing in the hotel was excellent. Despite being close to the city center, I didn't experience any disturbance from outside noise, ensuring a peaceful stay.

Breakfast: ★★★★★ The breakfast provided at NH Collection Hotel was excellent. The wide variety of delicious options ensured a great start to the day, and the quality of the food was exceptional.

Staff: ★★★★★ The hotel staff was attentive and provided a very good service throughout our stay. They were friendly, helpful, and always ready to assist with any requests or questions we had.

Green Option: ★★★★★ NH Collection Hotel offers an excellent and innovative green option where guests can forgo room cleaning in exchange for bar vouchers. It's a commendable initiative, promoting sustainability and giving guests a choice to participate in eco-friendly practices.

Hotel Location: ★★★★☆ The hotel's location is good, although not right in the heart of the city. However, it is close enough to the center and conveniently situated near public transportation options, making it easy to explore Copenhagen.

Curtains: ★★★★☆ The curtains in the room were of high quality and effectively blocked most of the daylight, which was especially important during the summer months when daylight starts early and lasts late. However, there was still some light coming in from the top of the curtains, which could be improved for a better sleep environment.

WiFi ★☆☆☆☆ While the hotel does provide free WiFi access with good speed, it's important to note that the network is not secured. This lack of security is a concerning practice, as it leaves guests vulnerable to potential hacking and privacy breaches. It would be highly advisable for the hotel to prioritize the implementation of a secure WiFi network to ensure the safety and peace of mind of its guests.

Car Parking: ★★★☆☆ The hotel car parking was very convenient, it was available at an additional cost and could not be reserved. It would have been more convenient if the parking could be reserved ahead of time and was included in the room rate or provided at a more reasonable price.

Mini Bar: ★★☆☆☆ The mini bar in the room had some overpriced items, which I found unnecessary. In my opinion, a high-quality hotel like this should consider offering an empty mini bar or complimentary items, following the trend of many other good hotels. However, we did receive free water bottles daily, which was a nice touch.

Bath Shower Temperature: ★★★☆☆ While the water pressure in the bath was very good, we did encounter occasional fluctuations between hot and cold water. Although it wasn't a major issue, it could be improved for a more consistent...