Extremely disappointing - Review of Sofitel Hamburg Alter Wall, Hamburg, Germany

Also Known As:: Sofitel Hamburg Alter Wall Hotel; Sofitel Hamburg Alter Wall Hotel Hamburg; Accor Hamburg Alter Wall; Sofitel Hamburg; Hamburg Sofitel

Address: Alter Wall 40, 20457 Hamburg, Germany

Region: Germany > Hamburg > Hamburg-Altstadt

Amenities:

Bar/Lounge Business Center Fitness Center Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access

Hotel Style:

#3 Family Hotels in Hamburg

#8 Luxury Hotels in Hamburg

#9 Business Hotels in Hamburg

Price Range: $$

Hotel Class:5 star (5*)

Official Description (provided by the hotel):: The Sofitel Hamburg Alter Wall welcomes you in the heart of the Hanseatic city. Between the famous harbour and the town hall, only 1 km from the central railway station and 17 km from the airport, Hanseatic elegance meets French savoir vivre. Clear linesand light characterise our 241 rooms and 19 function rooms. Make the most of our exclusive spa area or enjoy refined Mediterranean cuisine in our modern restaurant with views over the Alster canal. ... more less

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961 reviews from our community

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Chateaux_Margaux_85

Locarno, Switzerland

1 review

1 helpful vote

“Extremely disappointing”

Reviewed February 10, 2013

I stayed in this hotel with my partner for new year.
I have to say that it was seriously a bad experience and I will definitely not get back to this hotel.
Here are my positive/negative points:

Positive:
-We booked a luxury room and it looked ok if we think it's not the highest category
- The room is quiet and the bed comfortable. You can have a good rest there
- The location is quite central even if there are practically no restaurant in the area

Bad:
- The staff: unfriendly and cold. No willingness to help and not able to advise a good restaurant in the area. Probably since we are under 30 they might have thought that we were not the right client to focus on.
- We booked a room supposed to have a king size bed. In the end we got two twin beds put together which didn't meet our expectation at all.
- Room service breakfast: 64 euros for one of the worst breakfast we have ever had. Disgusting ham, box-orange juice and dry bread
- The SPA: small and with the most unfriendly staff ever

I have to say that we travelled during new year and that the hotel was really busy. Anyway this is not the way a Sofitel hotel should be.
Moreover the clients there were in our opinion more "snob" people rather than high class.
Well I hope you will have a better experience than us.

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Ask Chateaux_Margaux_85 about Sofitel Hamburg Alter Wall

This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.

February 11, 2013

Dear Chateaux_Margaux_85,

thank you very much indeed for taking the time to comment your recent stay at the Sofitel Hamburg Alter Wall.
I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies.
At Sofitel, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence.
Criticism and a hint how to do things better, will help us to reach our goals and make you feel more comfortable. We are very grateful that you give us the reasons for your scoring so that we would have the chance to do things better.
Unfortunately there have been many things going wrong during your stay in our hotel, and once again our sincere apologies for any inconveniences caused.
I do hope that you will continue to choose the Sofitel Hamburg Alter Wall and allow us another opportunity to repair any damage we may have done to our reputation.

Yours sincerely,
Gilles Felgen
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.

AndrewMDavies

London, United Kingdom

Contributor

12 reviews

8 hotel reviews

Reviews in 6 cities

6 helpful votes

“Excellent hotel with service to match”

I stayed here on business in January and enjoyed a very pleasant stay. The room was very comfortable and the hotel's spa was excellent. The service, however, was the hotel's best attribute and I thought the staff were very impressive; polite, helpful and professional. Thanks for a lovely stay!

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Ask AndrewMDavies about Sofitel Hamburg Alter Wall

Dear AndrewMDavies,

Thank you very much that you took the time to comment your stay at the Sofitel Hamburg Alter Wall.
Feedback is utmost important to us as it gives us the opportunity to improve.
I am particularly proud to read that our team’s service level matched your expectations. I will of course pass the feedback over to my team.

Thank you again for sharing your experience, and we hope to welcoming you very soon again in Hamburg or at any other Sofitel Luxury Hotel.

Sincerely,
Gilles Felgen
General Manager

edcph

Manchester, United Kingdom

Reviewed February 6, 2013

Review collected in partnership with Accorhotels.com

Ask edcph about Sofitel Hamburg Alter Wall

This review is the subjective opinion of an individual traveler and not of TripAdvisor LLC nor of its partners.

February 8, 2013

Dear edcph,

Thank you very much indeed for taking the time to write a comment following your recent stay at the Sofitel Hamburg Alter Wall.
We are pleased to read that you enjoyed your stay with us and that you had a positive experience at the hotel.
I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.

We hope, you find a second home when travelling to Hamburg and we are looking forward to welcoming you back at the Sofitel Hamburg Alter Wall.

Sincerely,
Gilles Felgen
General Manager

This response is the subjective opinion of the management representative and not of TripAdvisor LLC nor of its partners.

NuriyaMoscow078

Moscow, Russia

Reviewer

5 reviews

5 hotel reviews

Reviews in 5 cities

3 helpful votes

“Week-end in Sofitel”

The hotel is very good situated, all places of interest are in walking distance. The beds are very comfortable. Rooms are well designed and cosy. The only thing that we didn't like was the problem with Internet. The wifi connection was out of order during the whole our stay (2days). The staff at the reception could not fix this problem.

Ask NuriyaMoscow078 about Sofitel Hamburg Alter Wall

Dear NuriyaMoscow078,

thank you very much for taking the time to tell us about your experience at Sofitel Hamburg Alter Wall.
We are pleased to read that you enjoyed your stay with us and that you had a positive experience at the hotel.
It is our goal due to the high Sofitel standards to make your stay always as comfortable as it gets.
In addition to the wifi connection i would like to express express my sincerest apologies for the inconveniences. We would like to thank you for the important information. We will contact our internet provider to fix the problem as soon as possible.

Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.

Sincerely,
Gilles Felgen
General Manager

archilocus

Suffern, New York, USA

“weekend of luxury”

Reviewed January 16, 2013

This hotel is beautiful, spacious, interestingly decorated, and very elegant. We enjoyed the luxury of the details: bedding, bathroom towels and robes, sparkling spa, elaborate breakfast, beautiful library. The workout room is adequate but a bit too crowded with equipment. The Sofitel in Hamburg is highly recommended for a luxurious, renewing weekend.

Ask archilocus about Sofitel Hamburg Alter Wall

January 18, 2013

Dear archilocus,

thank you very much for taking some time to inform us about your opinion and your impressions of our hotel service.
We are pleased to read that you enjoyed your stay with us and that you had a positive experience at the hotel.
It is our goal to make your stay the most comfortable one.
I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.
In addition it is nice to read that the room with soothing MyBed concept make your stay an unforgettable experience.
Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.

Sincerely,
Gilles Felgen
General Manager

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Extremely disappointing - Sofitel Hamburg Alter Wall

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