Hotel Polo am ZOB — Hotel in Hamburg

Had to Endure Vomit Smell and Poor Service from a Receptionist Claiming to be the Manager but Refused to Help Us with a New Room||Our stay at this hotel from July 17th to 18th was an unpleasant experience. Upon arrival, our room smelled strongly of vomit. We immediately informed the receptionist, who claimed to be the manager, and he said he would check the room. We went out for a while, and when we returned, he had sprayed the room with air freshener. However, after a short time, the vomit smell returned.|We went back to the reception to request a new room, but the receptionist refused, saying we had already used the room. He was dismissive and even smirked at our complaint, showing no understanding of our situation. The smell was unbearable, making us nauseous, and we had to call Booking.com for help.|Booking.com tried to reach the hotel several times. Although the reception is supposed to be open 24/7, the Booking.com representative couldn't get through. Eventually, someone answered but hung up immediately. We went to the reception a third time and informed the receptionist that Booking.com had sent a complaint letter that needed a response. We also mentioned that we had taken a photo of the vomit and needed a new room or for the hotel to respond to the complaint.|The receptionist, who insisted he was the manager, made a phone call and, after a long wait, finally provided us with a new room. He then asked us to call Booking.com to inform them that we had received a new room and that the complaint letter did not need a response.|Ironically, when the hotel needed our help, it had to be immediate, but when we needed help, it took several hours. This experience was extremely disappointing and we do not recommend this...

Hygiene: We had a family room. I was a little worried based on previous reviews, but the room was totally alright. The carpet was not very clean, the bath is rather old as the whole hotel, but the bath and the bed sheet was clean with no bad odor. The only bad thing was that the baby bed was NOT clean, although it was easily cleanable with water. If you need one, maybe clean it with a towel and some water.

Noise: The window does not open to the street, so you can keep the window opened over night.

Comfort: The bed itself is okay. The sofa bed is too hard for adults. We used it for our kid for who it was okay. There is no air conditioning, and the toilet has no ventilation. The window can be opened, which made the situation okay for me.

Accessibility: There are stairs at the entrance. Rooms are a accessible by elevator which is big enough for strollers. The room itself is also quite big for the price, so there is enough room for strollers.

Location: The hotel is very near to the main station. However, the way there is…. Well you encounter questionable figures on the short way. Nothing too bad as the way is...

The worst hotel I've ever stayed in. Upon our arrival the first person we've seen was a drug user, washing his spoon in a puddle of water and then mixing white powder in it afterwards. The presence of drug dealers, drug users, gangs, prostitutes made it even worse. We were so scared to even go out! Our room was dirty and disgusting. We went to complain but all we were told was to wait for the manager in the morning. We spoke to the reception manager in the morning and he told us we had the option of cancelling and getting the refund. This option was not presented to us at all! When we complained to booking.com the hotel told them we got offered a different room which is a complete lie! Disgusting place and liars! I have no idea how this hotel is 3 stars, it's worse than a hostel! I've never come across such a bad service and place to stay!!! Just look at the photos, the room was disgusting! Dust everywhere and dirty...