Courtyard by Marriott Hamburg City

I usually avoid leaving negative reviews because I worked in customer service for years and try to be understanding when things go wrong. But after paying more than €100 for the night, finding dried blood on a fresh bedsheet and having someone open our bedroom door at 3:45 a.m. was really bad. We spotted the stain a couple of hours in and told the front desk. They asked whether we'd caused it. Later, once we were asleep, someone briefly opened the door. It gave both of us such an adrenaline rush that we couldn't get back to sleep for an hour.

The staff were friendly, the room was great, and breakfast was good. The location makes it easy to get to the city center, Speicherstadt, and HafenCity on foot or by public transport. Garage parking costs quite a bit compared with other cities. Parts of the surrounding area aren't very attractive or reputable, but we still felt safe.

The room rate was €160 a night without breakfast and €200 with it, so we expected a lot more comfort and service. The heating stopped working; a technician made a temporary repair, but the problem came back later that evening, and they eventually brought a portable heater. On the first day there was just one bottle of water. The bathroom's glass door and half-glass wall gave no privacy or sound insulation. The shampoo and shower gel dispensers were nearly empty. Replacements arrived about an hour after we asked, and only after a second reminder. On day two there were fewer towels than the day before. More were brought when we asked, but carried in by hand without packaging. The double bed had only three pillows. When we requested a fourth, we were told no staff could bring it to the room, so we had to collect it from reception. That pillow also came without packaging. Breakfast had a decent range, but the bread and croissants weren't fresh, which surprised us given Germany's usual baked goods. Dinner was harder still: there was a strong, persistent smell in the dining area, so we sat near the entrance. The choices were very limited, with no chicken, no simple comfort-food dishes, and no child-friendly options. The pasta came with black pudding, and there was no salad or regular bread, only two slices of focaccia for €6. They also had no bottled water at room temperature, just ice-cold water. Since it was winter and around 8°C, staff had to warm it so we could drink it. They gave us a small discount for breakfast.

This is my usual pick when I'm in Hamburg. The staff are exceptional, the facilities are great, breakfast is awesome, and the room is comfortable. Nothing to dislike!