Arbio I Makro Apartments Classical

We stayed here via Booking.com ONE YEAR ago and chose to pay at the hotel when we checked in. There had been a flood, and construction work was underway. The woman at reception was friendly enough but didn't seem to know what she was doing. Although we confirmed that we'd pay by credit card at check-in, she insisted Booking had the card details and that payment was complete. We thought they must have charged the card on our Booking profile. At checkout, a different receptionist checked the system and again assured us Booking had processed the payment, even after we explained we'd chosen to pay at the hotel. We trusted them both and didn't think more about it. Now, ONE YEAR LATER, a letter from Makro arrived at our home in CANADA saying we owed them 600€ for last year's stay because it hadn't been paid. We told them two receptionists had confirmed the payment was processed by Booking, but they didn't seem to care and demanded proof. We no longer have access to that account or the credit card, which we'd stopped having many months ago, so there's no way to check whether they charged us. We assume they did because both receptionists said we were paid. After being threatened, we finally paid the 600€ because we didn't want to deal with this business anymore. They're a nightmare company, and looking at these reviews, this doesn't seem to have been an isolated incident. We'd stayed before and referred several friends and family members over the past year. Never again. After this awful customer service, none of our friends or family will ever set foot in this hotel again. The way they treat customers is atrocious. Coming ONE YEAR LATER to harass us for payment over an issue that's clearly your fault is despicable. We're convinced we paid, but can't access the records to provide the proof they demanded. A competent company would admit its mistake, write off the loss, and try to keep customers happy. This place doesn't care one bit. I honestly hope the business goes bankrupt. After reading all the terrible reviews here, it seems deserved.

At 03:30 AM, Booking canceled my reservation after hours of waiting, and we had to drive around with my exhausted wife and three young children to find somewhere else. It took until 05:30 AM to find a hotel, so our night’s sleep and the whole next day were lost. We’d arrived at 01:00 AM after a 7-hour drive, with our newborn, who was only 3 weeks old, and our other children, aged 2 and 4. Nobody was there to help us check in. We stood outside in the cold trying to reach someone, and Booking tried calling three emergency numbers. None was answered. Before we came, they’d sent an online check-in link, but Booking’s chat filter blocked it as a possible phishing link before I could open it. They should have known that could happen and sent the link by WhatsApp or email. They made no effort to make sure I could get in. Staff had told me in chat that I could check in at ANY moment, but apparently there’s no help for check-ins after 23:00. This was an unacceptable failure when my family needed help most. I’ll file a formal complaint and hold them accountable for the stress and damages. Avoid this place at all costs.

By 03:30 AM, Booking had canceled my reservation because I still had no way to get into the room. I ended up spending hours calling other hotels, and only found one with space for us at 05:30 AM. My wife and our three children were exhausted, and the whole night and following day were ruined. We got there at 01:00 AM after a 7-hour drive, with our 3-week-old baby and two kids aged 2 and 4. Nobody answered the door, and we were left outside in the freezing cold. Booking tried three different emergency numbers for them, but no one picked up. I was stuck searching for a place to sleep in the middle of the night with three exhausted, crying children in the car. The check-in link they sent was blocked by Booking’s phishing filter. They should have known that might happen and sent it through WhatsApp or email, but made no effort to ensure I could access the room. Their staff had told me in chat I could check in at ANY moment. That was a blatant lie. This was the worst hotel experience I’ve ever had. The negligence and disregard for guests were outrageous. I’ll file a formal complaint and hold them responsible for the stress, exhaustion, and damages caused to my family. DO NOT BOOK HERE. AVOID THIS PLACE LIKE THE PLAGUE.

The kitchen was brand new and fully equipped, with an oven, microwave, and dishwasher, and it was great value. We had a spacious kitchen, dining table, and sofa, plus a really comfortable bed and pillows. The rooms were chic and comfortable, and they’d prepared a baby crib for my son. I came with my family for 2 nights. I’d recommend it, and I’d come back when I’m in Hamburg.