Hotel NH Collection Hamburg City — Hotel in Hamburg

We arrived at hotel @ 1:35pm, 2 very nice receptionist ladies said room wasn’t ready but will be ready by 3pm ! So we went out for lunch nearby.

Back @2:35pm & it wasn’t ready which is fair as it wasn’t 3pm yet. However, one of the girl managed to get a room for my friends (2) as one of them was sick.

Although the room was incorrect as promised because the given room was sun facing with traffic & not the king size bed. They were happy even to get any room. We’re pretty easy going travellers as we travel frequently! We probably spent 100-150 nights in hotel annually.

Anyway, we waited until 3:25pm & our room was still not ready. So we went to counter to check again.

While waiting, I overheard Herr Fujimoto-Meinecken said rudely to a lady who was asking about something : (WE ARE WORKING ON IT ) ! It was rude & abrupt way !

So I went to the counter & said it’s ridiculous our room isn’t ready after 3:25pm! Before I can continue to explain my point, Herr Fujimoto-Meinecken interrupted me & was getting aggressive immediately & defensive at me.

He even raised his voice ! I wish there was video recording the whole of my check in experience! Instead of apologies for the late check in experience! He got so defensive so quickly. Customers were shocked listening to our arguments!

He said our room preference wasn’t guaranteed! It’s just a preference.

However, because of our requested preference room was unavailable, they’re trying to make it available , thus we had to wait even after 3:25pm. It’s not his fault that our preferred room wasn’t ready.

I replied to him that I was told our room will be ready by 3pm when we arrived the first time & also after came back from lunch! But regardless, the room should be ready by 3 pm!

Also, we are tired after driving from Hannover.

I also explained to him that, he could have explained to us that our preferred room wasn’t available when we arrived the first time but other types of bedrooms is ready then we would have taken any room because after 3 hours tiring drive. Again as I was explaining my point of view, he interrupted me again before I could finished my sentence and he said it’s communication problem. Never once he had acknowledged that may be it was his fault ?

It sounded like as if it was all my fault as we didn’t tell him that we were willing to take any room types room etc.

He then told us that king size bedroom was available 2 hours ago & the team is trying to get us twin bedroom. I told him that king size bed was our preferred room. Then he kept saying it’s communication problem, referring it was my fault not mentioned to him at the first place !

I was about to ask why didn’t he check the computer system and find out of our room preference?

Even that. He still didn’t think it was his fault to mistakenly think that we were after twin beds!

I wonder when he spoke to customers in such an arrogant way, has he ever realised how he made his customers feel? I’m in customer service business, I would never ever spoke to any of my customers that way! Ever !

Eventually, he gave me the key and said his job is customer service & is to solve problem. Now the problem is solved & he’s happy, I’m happy and everything is good.

I replied to him that I’m not happy! Why would I be happy from the way he dealt with the issue ? Where is the customer service ? Is that what you called this argumentative service is good service.

Then he said there is nothing he could do. He has solved the problem. But he has not solved his attitude. He gave us the impression that he’s far too good to do this job & he is better than others attitude. (Even though he still gave us wrong type of room ) he does speak a few languages but that doesn’t make him better than anyone !

I replied to him I’m not happy with the way he solved this problem & we left!

Is -10 for such unpleasant checked in staff !

This is my first time and will be the last time with this hotel. I will tell my clients, friends and family to avoid this hotel.

The rest of the check in staff...

Where to begin? I stay around 50 nights a year in NH hotels, I can honestly say that my stay at this one exceeded my expectations. During the last couple of weeks I have stayed at 5 different NH hotels, and by far, this one was the absolute best. I only dealt with the front desk staff at check in and check out, but every time I came through the door, the staff behind the desk were always smiling and cheerful. If I had needed something, I would have felt very welcome to make any request. Arriving at my room I was welcomed with a courtesy bottle of sparkling water and a small tray with a snack, even though I have been a Titanium status holder for some while, not all NH hotels give this. The surprising part was that I got another bottle and another tray the next day, this was very extraordinary and I was pleasantly surprised, this almost never happens, to be honest, I don't think I have ever gotten a bottle and tray twice. Had I stayed 3 nights I probably would have gotten another one. It's details like this that make make me remember a stay. It costs very little and makes the guest feel special. The room was clean and quiet, but the shower was what excited me the most. As I said, I stay at many NH hotels, not all of them have a good shower. The shower at this one was perfect, excellent water pressure and it was able to stay at a constant temperature. The bed was really comfortable, with 4 different types of pillows to guarantee a good night's sleep. The only issue I have is I wish I could stay longer, but...

We stayed in this hotel for 4 days and 4 nights, and it was a comfortable stay! The room was clean, and the bathroom was nice. The room also came with a small mini fridge with drinks and snacks, although we bought out own food and drinks and stored it in the fridge (there wasn't much space). Our "2 beds" were 2 single beds put together to make a queen. The wifi worked very well. The breakfast in the mornings was fresh and delicious! I loved the assortment of fresh fruits and juices. However, I found the selection to be the same and I got tired of it by the 3rd and 4th days. The main complaint I have though, is that the air conditioning was not working in our unit. I first called the reception and he helped me figure out how to use the thermostat properly (it does not have any temperature settings and just has "+" and "-" and different levels of fan strength, labeled as "1, 2, 3"), but it was still not very cool in our room. The lobby and hallways were cooler than our room. I went to tell the receptionist downstairs and she did not offer to relocate us but gave us a fan instead. It worked well, but it was still quite hot during our stay, especially at night. We also did not open the windows, as there is no screen so flies kept coming in. Otherwise, our stay was great! The receptionist was also really kind and patient, and he helped me call our airline to solve some...