Two-night weekend stay with partner. There is nothing fundamentally wrong with the hotel, but a large number of smaller irritations, all down to staffing and training issues, rather soured the experience. The service standard was barely adequate for an Ibis, certainly not for a €250 per night Sofitel. I expect very high service standards for that money. I stay at Accor, including Sofitel, regularly.
On arrival, the receptionist was easily distracted and had better things to do. Despite arriving together we were only offered one key card for the room and had to ask for another. The receptionist managed to forget to return my loyalty card. These things happen.
The hotel has several restaurants but only one open on Friday night - the "Ticino". There were only three tables occupied when we arrived. We were shown to a fourth table, right next to the other occupied tables. Nice and easy for the staff, would have been better for the customers to have a little more privacy in an otherwise deserted restaurant. Some weird music track, presumably a Sofitel advertising jingle was playing on a constant loop in the background. After half an hour we asked them to turn it off. They switched to a different track, which also played on a constant loop.
The breakfast is a buffet - a bit better than your typical Accor but absolutely not up to Sofitel standards. I expect a fresh breakfast, a la carte, made to order at Sofitel. The rest of them manage it. That's what you pay for, not Mercure ham and cheese. We could order sundries, like eggs. I ordered poached eggs. And reminded when they didn't come. When they came they were undercooked, broken, and sitting in a lake of water. The wait staff cleared dirty plates from a nearby table, then to save themselves a trip brought those plates to our table to clear a few things, while we were still eating. This is completely unacceptable.
On return from breakfast the cleaners had just started on our room. We said we didn't need it doing as we were only staying the one extra night. No, it must be done. So we waited in the corridor for 10 minutes. They didn't manage to replace the mineral water but at least they managed to "clean up" a few spilled coins.
You can't print boarding cards from their single internet terminal (to serve how many hundred rooms?) Don't even try because the reception staff will argue back when you ask them to help, and ask why you haven't brought your own laptop (weekend, duh, this is leisure not business).
There is huge room for improvement here. Adequately trained and adequate numbers of staff would be a start.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Matt J,
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thank you for taking the time to tell us about your experience at the Sofitel Hamburg Alter Wall. I am sorry that your experience did not fully meet your expectations; please allow me to express my sincere apologies.
It is our goal thanks to high Sofitel standards to make your stay always the most comfortable one.
Criticism and hints how to do things better, will help us to reach our goals and increase our guest’s satisfaction. We are very grateful that you described your experience with our Front Office, Housekeeping and Restaurant Team which will help us to improve.
We appreciate your sharing your concerns, and we do hope that you will give us the opportunity to better serve you in the near future.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.