Mövenpick Hamburg — Hotel in Hamburg

Do not stay at this hotel! They overcharged me 280 euros! Terrible to communicate with and I still haven’t gotten my money back!!

I stayed there for a weekend two weeks ago. We booked and paid in advance through hotels.com. In the middle of the second night I got a text from my bank stating that the hotel had charged me 280 euros. Since I paid in advance, there was no reason behind this. The next morning I contacted the reception. The first girl I talked too couldn’t explain the reason and had to call over a manager. The manager explained that it was a technical error that caused the overcharging of my account and that the money would be back within a few days. When I checked out a few days later, the money still wasn’t there and I was told by the receptionist that they would be released once I checked out. I trusted that and went home.

Two days later they STILL weren’t in my account, so I tried calling the hotel 5 times and didn’t get through. I tried again the next day and ended up talking to a receptionist who did not seem to care about this issue. She just stated there was no one working to help me, but that she would tell the manager. I asked her to promise me that she would get someone to call me the next day, but AGAIN I didn’t get any call. So I wrote my first email explaining the whole case and then NO ANSWER BACK. I then had to use my weekend to try calling the hotel again 5 TIMES before reaching a receptionist. This was someone new and I had to explain everything again. He promised to send my email to accounting and said I would definetely get my money back within a few days….. But guess what, they are still missing and I still didn’t get any email or phonecall about this. I tried calling the hotel again for the last few days and when I FINALLY reached another receptionist she said I just had to send a screenshot of the money the hotel overcharged me and I would get the money back…….. BUT I STILL DIDN’T GET THEM BACK AND I AM HONESTLY SO FRUSTRATED!!! I’ve written a third email BUT NO ANSWER AGAIN!

I have worked several years in hotels and NEVER have I ever experienced such horrible service or communication about an issue that the hotel were responsible for! How on earth is it okay to overcharge a guest 280 euros and not handle the matter straight away and release the money back into my account. I am so incredible dissappointed and will never set my foot back at this place or recomment this...

We booked into the Mövenpick Hamburg Hotel January 3-7, 2025. We had previously stayed at other Mövenpick hotels elsewhere in Europe so our frame of reference was known.||The Hamburg hotel certainly does not compare with other|Mövenpick hotels that we have frequented. The others have paid homage to Mövenpick roots in chocolate and ice cream, but the Hamburg franchise has no such connection. The hotel is in an old water tower; interesting but not related to Mövenpick.||I have been to 159 countries and stayed at hundreds of hotels around the world. But this one was unique- and not in a positive sense. The bar does not open until 5 PM weekdays and 6 PM on Mondays. The restaurant is closed Sunday and Monday evenings. This is a major hotel in the second largest city in Germany and there is no coffee shop or restaurant open on weekends. I have never heard of a major hotel in a major city in the world where the restaurant is closed two nights in a row.||My reaction as a businessman is financially the hotel cannot staff the restaurant and other positions. Moneyq talks. There are no bellmen. There is a station on the ground floor inside the sliding glass doors of the entrance with no staff. So, if someone over the age of 65 and gets out of a taxi and enters the building, they are no signs and therefore they are confronted with a daunting challenge- how to get to the unidentified lobby.||The lobby is on a floor that appears to be twenty feet or more high. There is a moving escalator from the ground floor ( no elevator) that is inclined at a 35- 40 degree gradient. There is no way anyone in a wheel chair could safely get up to or down from the lobby, let alone with luggage.||The ground floor and mezzanine are overly dark. There are spotlights over the reception area but the rest of the floor is dark. ||The toilet seat in the bathroom broke. There was no supply so we moved to another room and it was much better. I have never seen or heard of a broken toilet seat but it seems odd that a hotel does not have an extra.| |On the positive side, the array and quality of breakfast was impressive. I actually paid a compliment to the breakfast chef for the taste of scrambled eggs. She said the secret was the addition of cream. ||We enjoyed the German wine in the Cave on the mezzanine. The manager Manolo...

They announce themselves as 4-star superior, but do not live up to this rating. I had booked 2 rooms for 4 nights. The positive Interesting and picturesque building. Excellent breakfast with good variety and well cooked. Tables quickly cleaned and laid out for newcomers. Congrats to Marios Karanikas, the dining room manager. Polite, helpful and with a smile, he knows his job and keeps things moving smoothly and efficiently. Sadly, the only true professional we encountered in this hotel.

The negative On arrrival, one room was excessively warm while the other one was cold. Thermostats in rooms impossible to understand and don't seem to work. We also don't get an explanation as to how they work as nobody at the hotel seems to understand them either. Shower temperature very unstable, ocasionally fluctuating between burning hot and cold. Wasting a lot of time and water. The water in the shower spills out onto the floor. Had to place a towel every morning to stop the water messing up the whole bathroom floor. The long escalators upto reception are often not working, especially after 10pm. Courtesy bottles of water, tea bags and milk not replenished after first night. No shampoo in bathroom. Had to buy some at a supermarket. With the exception of one person, the staff at Reception are a shambles. Poor knowledge of their tasks, miserable faces and not very good attitude toward customers. Tried to ask a question about whether to use a taxi or train, and she turned her back on me while I was talking! I insisted, and she replied "the taxi's on its way". I finally had to tell her to pay attention and to stop interrupting my question. Very rude. Some people don't deserve to have a job. Café closed in the morning! Seated nearby, I counted 14 people in less than 30 mins wanting to access the café.

Highly disappointed....