Hamburg Apart

A complete nightmare. They cancelled our booking and wouldn't even answer our calls. We were left waiting on the street until 1 am, then had to get another hotel at a huge cost. He refused to waive the booking fee, after making a pregnant woman wait outside for hours. I wouldn't give them even one star.

The room was a 10/10, and with the total price being low, sharing a bathroom wasn't a big inconvenience. Customer service gets 8/10: they were helpful, though limited in some ways, with a busy line and only a landline. The location was okay, in what seemed like a poor neighborhood, but near restaurants and a large lake, and not too far from the train station. One other thing: the hotel name and address had changed, and the rooms were somewhere other than the reception.

I got to the hotel at 10:05 pm after rushing there, having told them I'd be a little late because my flight was due to land at 9:25. The 10 pm check-in cutoff already seemed ridiculous, and when I arrived the place was locked from the outside. Nobody answered the phone numbers they had provided, so I was stranded in an unfamiliar town with nowhere to stay. They also refused any refund or compensation. Please stay far away.

We booked a week, but arrived just five minutes after the check-in window and they wouldn't let us stay. They said we could come back the next day. When we did, they turned us away again, saying they'd already sold our room to someone else, and charged us the full amount as a “NO SHOW.” They never returned the money. Terrible experience. Thieves!