Apartment-Hotel Hamburg Mitte

We did send a message asking for the possibility of making an early check in, if it was possible. We were told that it was not possible, but that our room would be ready at 15:00 o clock, guaranteed.
As we arrive, we are told that the room is not ready, and the staff in the reception tells us that she has no idea how long it will take. We ask if it can be 10 minutes or two hours, but she doesn’t know.
She tells us that other people are waiting too, and there is no problem with it. (Maybe it’s not a problem for other guests, but she doesn’t know our situation.)
For us, the main problem is that we should have been told about the delay, instead of guaranteeing us you were on time. This way we could have organized our timetable.
We had a tour already booked and our luggage was in a locker in the city, so we could have avoid coming to the hotel before the tour.

We don’t know if there is a protocol for this situations, (It would be great to have one if you don’t, or make sure your team knows about it if you have one),so the staff in reception can contact the guests to inform them before they arrive at the hotel, or contact the cleaning staff to be able to give information about the waiting time.

The staff in reception was nice, but had no idea how to proceed in a situation like this.

We hope to get an answer, thanks in advance

Sehr gut. Wir waren sehr zufrieden mit allem.

Hotel sieht super aus, empfehlenswert und wenn wir wieder in Hamburg kommen wir gerne wieder

Alles perfekt. Gute Anbindung per Bus in die Innenstadt

Freundliche Mitarbeiter, Zimmer sauber und gut eingerichtet. Restaurant kann ich leider nicht empfehlen, Personal wirkte überfordert.

Sehr gutes hotel fehlt nur getrankeautomT

Angenehme Atmosphäre mit freundlichem Personal

Guter Eindruck und empfehlenswert. Gute Verkehrsanbindung.

Mussten bei Anreise und Abreise 20 min auf das Personal warten.
Auf Nachfrage wurden wir unhöflich darum gebeten, dass wir noch warten sollten.

Es hat uns alles sehr gut gefalen. Alles sehr einladend.