Arcade Hotel Hamburg

Dear Arcade Hostel Hamburg, I'm filing a complaint because I couldn't access the accommodation I booked under reference 601565367 for the night of 28 November. I had prepaid 566 DKK, paid in euros, for one night's stay. I arrived at Arcade Hamburg at about 17:49 on 28 November. I tried repeatedly to use the automated key machine, but neither my booking reference nor my name let me retrieve a key. I then called the listed emergency and support number, but couldn't reach anyone for help. I've attached records of the calls and my Google Maps history to this review and to an email I sent two days ago. Since I couldn't get into the room I'd paid for and received no assistance, even through the emergency line, I had to find somewhere else late that evening. The replacement hotel cost 1,167 DKK. I demand a full refund of the original 566 DKK booking and 601 DKK to cover the additional cost of the replacement, for a total claim of 1,167 DKK. I expect confirmation within seven working days that the refund and compensation process has begun. If this isn't resolved satisfactorily by then, I'll have to escalate through my bank with a chargeback and/or contact the relevant German consumer protection authorities. I look forward to a prompt confirmation and resolution. Sincerely, Nikolaj Bøttcher

The price was acceptable, self check-in was easy, and the staff were very nice. But breakfast was poor even for €8.5, with very few options and items not replenished in time. There was no handwash in the room, and the toilet and shower smelled terrible, as did the room. The automatic toilet deodorizer wasn't working to cover the smell.

A really nice hostel for a very reasonable price. It's clean, tidy, and well maintained, and the staff are friendly and helpful. Highly recommended.

The place felt hollow, almost haunted, and far too quiet in an unsettling way. Having a hotel with no reception made for a bad experience. I get that check-in machines at the front door are part of new technology, but is this really workable? Maybe in 40 or 50 years, but certainly not now. I'm glad I only booked one night.