Hotel Atlantic Hamburg, Autograph Collection — Hotel in Hamburg

Horrible Spa facilities. A Strange Hotel. Disappointing and Upsetting||||Hotel Atlantic has the potential to be special although I doubt this will occur any time soon.||||My stay started off well with a welcome from Guest Relations, a slick check-in and a welcome gift with a hand-written note in my room which read: “Welcome to Hamburg! It is our pleasure to welcome you as our guest and we wish you an enjoyable stay at the Hotel Atlantic Hamburg. Please let us know if there is anything we can do to make your stay even more memorable.”||||My stay was certainly memorable. I am writing this review almost 12 months later…and I remember every detail!||||It really was rather strange. It seems that the receptionists are instructed to stand up straight in their posts ready to receive the next guest. At one stage, four receptionists were standing behind reception, equidistant and bolt upright, looking like they were on parade. ||||A beautiful hotel building, which reminds me of another similar, legendary hotel in The Beatles hometown, Liverpool, The Adelphi which also once had the feel of a luxury liner about it. Hotel Atlantic was similarly where passengers on ocean liners would stay prior to embarking, typically, to the United States of America in the early 20th century. In 1950 it became a Kempinski Hotel…until 2017, reopening following a partial refurbishment in 2021. They seem to have forgotten about the spa, which is about as bad as it gets when it comes to service especially at Spa Reception and the changing/shower facilities which were a disgrace.||||The hotel retains the original feel and there are superb nautical displays in the various grand corridors on each floor. The potential is there. I believe that the family who own it have put in a substantial investment…the refurbishment is mainly impressive. The port city of Hamburg is far more prosperous than Liverpool and can easily support quality hotels and apart from the Spa, the hotel is a luxury property.||||Sadly some of the service was lamentable and I ended up being most upset more than once. The spa facilities are appalling… and as for the shower area, it could be a facility in an army barracks. Unacceptable.||||Service at breakfast had the potential of being excellent… but was ruined at my very first breakfast by one dreadful female waiter. I later wasted my time explaining what had happened to guest relations. When a totally unacceptable incident occurs, a major purpose of guest relations is to achieve a service recovery. That did not happen.||||The welcome from the restaurant manager at the entrance to breakfast was superb…as good as it gets. While walking towards the buffet I felt a considerable knock to my back which gave me quite a start. I looked around and a female waiter had clearly turned without looking, catching me in the small of my back with her elbow. Being a polite Englishman, I said “I’m sorry ” even though it was NOT my fault. All she needed to do in turn was to also simply apologise.||||She did not apologise. Instead she pulled a face and turned away…. as if I was to blame. It is only polite when you bump into someone to apologise. It was quite a jolt. This was poor behaviour. I am circa half a century older than her and that is how she treats me! After pulling a face and turning away I told her that she was rude and that she should have apologised. Then an ignorant, busy-body American female tourist got involved, who had seen nothing…and put her oar in. I spoke to the restaurant manager when I was leaving. The tourist also came over and of course had her say. At first all she wanted to do was have her voice heard. When she paused, I was able to ask her point-blank what she had seen…and she admitted to not having seen the incident! As soon as she walked off the manager told me what he thought of her and that the woman was totally in the wrong! We were in full agreement. I was then told that the waiter who hit me and then pulled a face normally works in the bar, not in the restaurant but they were short of staff that day which is why she was brought in.||||When I checked in I had been greeted by Frances Buckland from ‘Guest Relations’ who told me that if I needed anything just to let her know. When I walked out of the breakfast room next morning she was at her desk and I told her what had happened. She later emailed me: “Please know that we have discussed what happened within the team and with Mia to ensure this will not be repeated. I want to thank you for giving your honest feedback to us and providing us with the opportunity to further perfect our service.” The service at breakfast had not only been 3rd rate but also upsetting. Not a great way to start the day.||||I replied:- “Thanks Frances. If Mia had been polite, none of this would have happened. Even if two strangers accidentally bump into each other in the street, the decent thing is for both to apologise. Mia's attitude was disappointing. Behaviour of the American woman is not in any way the hotels' fault however it was an unfortunate consequence.”||||Frances replied:- “thank you for reaching out. I want to assure you it was never Mia’s intention to be impolite in any way and she is truly sorry to have caused stress to you. She was simply lost in thought and unable to properly comprehend the situation while it occurred as she had not noticed bumping into you and thus failed to react accordingly and appropriately.”||||This was a ridiculous response. If you elbow somebody fairly solidly you are fully aware of it.||||On my final afternoon I visited the spa. I needed a shower. I had already checked out and paid my bill and the hotel receptionist provided me with spa access. The spa receptionist was hopeless from the start. She wasn't even on the desk when I arrived, I had to call out to ask if anyone was there and then wait. She had a ‘could-not-care-less’ attitude. If only I had given up there and then …and walked away, my last day would not have been ruined however I wanted to shower before travelling.||||The grubby changing area was humid and hot. The entire facility reminded me of my school showers/changing rooms almost 60 years ago. There was access from the male changing area to the shower area, with highly unattractive, basic shower cubicles side by side, one had a thermostatic shower and a shower curtain… the other just had a hose and tap with cold water …and no shower curtain. There are two ways to enter the shower area, one from female changing room and the other, which I used, from the male area. Children can also just walk in…||||I entered the thermostatic shower cubicle, closed the curtain, turned on the shower and the water temperature rapidly turned VERY HOT. It was too hot to use. I spent a few minutes trying to adjust the thermostat… it would not adjust. By this time I was wet, my hair was wet, I walked back to the reception with a towel around my waist barefooted… to ask for help and a clean towel. The receptionist told me to use the other shower! The entire area is highly humid. I entered the shower without the curtain, open to anyone walking in from the female area. I discovered that the hose only produces very cold water, in a powerful, concentrated stream. This may have been ideal for hosing down an elephant! There was no thermostat. I did not remove the towel around my waist as I could hear the sound of girl’s voices. A lady walked in, possibly the girl’s mother, looked around and walked back out, giving me a look as if to say, 'what are you doing in the female shower room?'||||I returned to the receptionist who I had to call for again. I needed to shower, dry off and head for the airport. The spa receptionist told me that all she could do was to call hotel maintenance. By this time I was wet, hot and bothered with the choice of a high-pressure cold hose in one shower cubicle and a burning hot unadjustable shower in the other shower cubicle which at least had a shower curtain!||||I was only too well-aware that this would involve a lengthy wait. Hotel maintenance never turned up quickly. I dressed un-showered, hot and damp, feeling very uncomfortable and walked out, haven given up on any decent service from the useless lady at Spa Reception.||||About to depart, having already paid my bill, I thought I would do the owners and Marriott a favour by speaking to the general manager and giving him my feedback face-to-face. People who do this on TripAdvisor often get a response from the property saying, “Why did you not speak to us at the time?” I shouldn't have bothered...||||The hotel’s ‘Managing Director’ appeared a few minutes later. His opening comment was that he had already heard about my stay. In other words, he knew what had happened at my first breakfast. He could have reached out to me earlier…to apologise. This guy reminded me of Basil Fawlty doing one of his impressions of a hotel manager. ||||You don’t usually find managers so lacking the hospitality gene in top hotels. He had attitude. He told me that the spa was due to be demolished…in two years’ time!||||If you need spa facilities, don't even think of staying at this hotel for the next three years.||||He also told me that the spa is operated by an outside contractor and not by hotel staff under his management. Was that information supposed to excuse what happened to me? Really? I booked a hotel which boasted a Spa. The Marriott website stated:- "Hotel Atlantic Hamburg - Luxury Hotel with Spa & Indoor Pool.” I had asked for a later checkout before I paid my bill as I knew I would need to shower. The receptionist told me that I would still have access to the spa shower, which is available to all guests who check out early. Out of five stars I would give this Spa one star. The facilities are horrible. And so my last day was ruined, as was my first full day.||||The Marriott website states:- "Hotel AtlanticHamburg - Luxury Hotel with Spa & Indoor Pool -||Welcome to Hotel Atlantic Hamburg, Autograph Collection LEGENDARY Grand Hotel overlooking Lake Alster in Hamburg. The Hotel Atlantic, one of the best hotels in Hamburg, opened in 1909 as a grand hotel for luxury cruise passengers. This iconic building, located on the shores of Lake Alster, features…"||||Sadly given the treatment I received, I cannot recommend this hotel. This hotel is marketed by Marriott as a top Hamburg luxury hotel with a pool and spa. The general manager/managing director told me that the spa is owned by a third-party who operate it. Does he think that this excuses offering a grubby badly maintained horrible changing and shower facility to guests? This guy needs to go back to hospitality school. ||||On a positive note, dinner in the restaurant was good. Much of the building is well maintained, apart from the spa! The restrooms really are amusing and fun. I am aware that some James Bond movie scenes were filmed in the hotel and I presume Coco Chanel once stayed here. The Gentlemen's restroom is James Bond themed with Bond music playing in the background. The ladies restroom is Chanel fashion themed with French music playing.||||I just don't feel the management is up to it, although this is a property with great potential. I have never come across such horrible spa facilities in any hotel anywhere, let alone a supposed top city luxury hotel. What with the line of receptionist standing to attention...there is something strange about this hotel...and as for a service recovery…it didn’t happen. The general manager didn't even acknowledge the fact that I was departing, hot and bothered and partly showered also results of the appalling spa facilities. I am posting photographs of the two showers which are between the men's and women's changing rooms with nothing stopping children running in. The one with the shower curtain how to shower which only provided scalding hot water and could not be adjusted. The one without the shower curtain had only a hose and very cold water. It would have been fine in an elephant sanctuary but in a five star hotel is...

Wow !||This Grand Dame blew me away. And I have resided many around the world such as The Mandarin Oriental Bangkok, The Raffles Singapore; as well as The Peninsula Hong Kong just to name a few.||Asian hotel hospitality has the reputation of offering the best soft service globally. Where the West generally cannot match; perhaps with a few lux boutique exceptions.||The personal touch of the Atlantic was outstanding. Elevating their standard of hospitality even higher than those Asian hotels just named.||All the staff addressed me by name. And I am not referring to just a random few who knew me. Absolutely all the staff ; from the Front Desk, Concierge & Bell Dept. As well as senior staff from the restaurant.||And they all actually took an interest in following up daily with my list of Michelin restaurant experience, the following morning.||Let’s review the rooms. Some of the rooms & suites have seen better days as they mature. But it’s still very acceptable to me who has the most discerning of taste. However; they are in the midst of a very thorough renewal where I have been given a peak look at their new lake view deluxe rooms which to me it’s like a junior suite. Simply Stunning I have to say, with all the features of modernity with touches of refined sophistication. Apparently under the watchful eye of the owner in every detail. I can’t wait to try out some of these new deluxe rooms & suites.||As for the suite that I stayed. It was still fabulous despite its age, with a huge balcony that faced the lake. All the amenities expected, were provided. The bed was very comfortable where during the night turn down service; an aromatic relaxing spray was provided for the pillows. The enclose pictures of the suite speak for themselves.||The breakfast was a delight where I would spend 2 hours each morning slowly enjoying every moment. I would order the egg benedict daily,|The yoke oozes out & where the hollandaise sauce is freshly made; it’s all the hallmarks of a good chef. With freshly pressed undiluted ginger, vegetable shots, freshly squeezed oranges, loose tea in a pot, 3 varieties of salmon, fresh papaya & mangoes ; I knew I have arrived in Civilisation ☺️😊.||Delighted with the variety & quality of the F&B. Befitting this Grande Dame est in 1909 which originally hosted the transatlantic first class passengers from the Hamburg America Line. … In this old world charm l was on the constant lookout to steal a glimpse of Agatha Christy across the lounge…..In 1997, parts of the James Bond movie Tomorrow Never Dies were filmed in the Atlantic hotel.||Now the accolades to the following Atlantic staff who made my 5 night stay at memorable experience.||First & foremost Thorsten Wagenführ. Head Concierge with the appropriate decoration of Les Clef D’Or. Thorsten had directly secured all the celebrated finest restaurants in Hamburg. As a grand monsieur himself & with his extensive contacts; all the restaurant managers where well instructed that I would receive the warmest of welcome. A most dedicated chef concierge to Service; and I am not even royalty. Thank you kindly Thorsten.||Secondly, Mr Jonas Paulat; the Director of Rooms Operations. A very hands on member of the front & back office who would be seen even to man the front desk. I have not seen such commitment by many with such status. Most directors of rooms in deluxe hotels are only occasionally seen amongst the guests. This is a fine example of someone in senior management who ensures that the QC is firmly stamped. Jonas personally ensured that my experience was as comfortable & enjoyable as possible. ||With such a fine experience; I have already booked another stay at The Atlantic in November 2025.||My best wishes to this grand dame of Hamburg where after the renovations are completed; the Atlantic will be securely elevated equal top 3 in Hamburg; along with the Fairmont Hotel Vier Jahreszeiten & the Fontanay. And certainly amongst the most celebrated hotels in all Germany.||Alan Leong|Singapore |TripAdvisor Level 6|Bonvoy...

Stepping into Hotel Atlantic Hamburg felt like entering a time capsule that transported me back to a bygone era of elegance and maritime charm. This vintage classic luxury hotel is a true gem, reminiscent of a museum dedicated to the art of sailing and nautical history. My stay at Hotel Atlantic Hamburg was a captivating journey through time, filled with exquisite details and a sense of grandeur.

The hotel's interior design is a testament to its rich history and connection to the world of sailing. From the moment I walked through the doors, I was greeted by an impressive collection of memorabilia that adorned the walls and halls. The meticulously preserved artifacts, vintage photographs, and maritime-themed decor created an immersive experience that made me feel as if I were part of a seafaring adventure.

The staff at Hotel Atlantic Hamburg truly exemplified the meaning of exceptional service. From the warm and friendly reception upon arrival to the attentive assistance throughout my stay, the team went above and beyond to make me feel welcome and attended to my every need. Their knowledge and passion for the hotel's history added a personal touch that further enhanced the overall experience.

The hotel's location, overlooking the Lake, is nothing short of spectacular. The picturesque views of the water, combined with the tranquil surroundings, provided a serene and idyllic atmosphere. It was a true pleasure to take leisurely walks along the lake and immerse myself in the...