Renaissance Hamburg Hotel

Ms.Nomazwe at reception made my stay with her big welcoming smile and all her help. She arranged a Bonvoy members upgrade to a beautiful room, and I'm especially grateful to her. The hotel is very central and has nice, spacious rooms. I stayed two nights and felt a bit cold, but they quickly sent up an extra portable heater. Highly recommended.

Alessio and Camila went above and beyond when I asked for a birthday surprise for my girlfriend at check-in. They decorated the room, far more than I expected, and I can't thank them enough. The breakfast was 10/10, the rooms were more than accommodating, and everything was perfect. We had the absolute best experience at the Renaissance hotel during our trip to Hamburg.

The worst part was how little care we felt from reception. We never got a proper apology, and one receptionist told me, “I am personally not here to fix your problem, its the problem of the hotel”. I think the staff need training focused on customer care. We felt badly treated. We arrived late on 28.11.25 with our family, including two little boys, and the first room was in the booked category but had a loud electrical buzz. The kids were asleep, so we couldn't switch rooms that night. In the morning, reception sent a technician, who said we needed a different room. The new room was small and unsuitable for a family, with a dangerously placed sharp glass table beside the bed. Reception said no other room was available and we had to wait. A replacement room finally came late in the afternoon. It was the same category and had no problems, but we spent most of the day without a room and had to pack and repack several times during the changes. We also sat idle for quite a while. In the end, we had one night of loud buzzing and much of the following day without a room.

Dear Marriott Network, This was a horrible, unacceptable hotel experience. Guests should be told clearly during booking that they may have to find a restaurant elsewhere. Why isn't it made clear that the hotel has no functioning restaurant or food service at all? Are you deliberately misleading people who expect service that matches the hotel's rating? A special note to the F&B manager: why hold that position if this is already the second hotel where I've seen you and the restaurant wasn't operating? What are your responsibilities? Last time I trusted you and deleted my reviews. I won't make that mistake again. Please be clear with future guests about the lack of food service. Marriott, especially your hotels in Hamburg, I sincerely hope you reconsider how you value guests and the people representing your brand.