Novotel Hamburg City Alster

We came for one night to see one of Hamburg’s musicals. The room was good, though a little small for four people. They’d also left a birthday surprise for me, which was a lovely gesture. Thanks, Novotel.

We had a great meal at the restaurant each of the three times we ate there during our four night, five day stay, though it was a bit expensive compared with nearby restaurants. We skipped breakfast because it was too early for us. Thank you, Team Novotel! The best service came from the bar staff. The young woman working around 20:00 on 22.12, her coworkers, and the young Asian man on 26.12 brought us everything we asked for, including plates, utensils and ice. When our three year old son had a fever on checkout day, 26.12, the service staff immediately brought ice cubes, water and vinegar without asking questions. The front desk service was mostly great too, and the lady who seemed to be from Turkey was glad to help when we asked about a late checkout. Check-in was confusing, though. The receptionist handed over the key card before asking us to complete the registration form, which is the reverse of what I’ve experienced at other hotels. When I asked for a city map, she didn’t point out the hotel or nearby attractions and seemed uninterested in our concerns. I understand if staff are busy, but we were the only guests there at the time.

The room was comfortable, and housekeeping did a great job. They cleaned the toilet and shower daily and brought fresh towels each day, so the facilities and cleanliness were very good. I enjoyed my stay and would consider returning. My one bad experience was with the receptionist, Mr. M. Farnmood. When I had trouble understanding German, he seemed arrogant and impolite. As a tourist at an international hotel, I’d expected more patience and understanding. I hope the hotel chain reminds front office staff that not every guest speaks German, and that a little courtesy helps visitors feel welcome.

I had a comfortable room and a very pleasant stay. The service was great, and the whole experience was excellent.