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Crowne Plaza Hamburg - City Alster
Ranked #46 of 321 Hotels in Hamburg
Certificate of Excellence
Reviewed July 5, 2013

Very good hotel!
Good location , good services , helpful staff and great breakfeast.
I have registered in their loialty program and they've upgraded us to club suite instead of double room with extra bed.There is a big difference! The only not so good issue is internet....it is not free !!!!
Overall I strongly recommend it!

Stayed: July 2013, traveled with family
Thank Mitrescu
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GMHamburgCP, Manager at Crowne Plaza Hamburg - City Alster, responded to this reviewResponded September 12, 2013

Dear guest,

Thank you very much for providing us with your feedback. We highly appreciate your review and because of that we are concerned to improve our quality on a constant basis in order to increase our guest satisfaction and to fulfill our guest’s needs, wishes, and wants. Furthermore I am glad that you enjoyed your stay at the Crowne Plaza Hamburg and I am looking forward to welcome you again.


Yours sincerely,

Hannes Dreher
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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311 - 317 of 1,071 reviews

Reviewed June 29, 2013

I stayed here for 1 night, it was a fleeting visit. The staff on checkin and check out we're very pleasant. They tried to up sell me, but that's to be expected. I booked a club room, and was upgraded to a suite. The club room had unlimited drinks and snacks all evening, I was working in the business centre of the club room until late at night, and the staff kept topping up the drinks and snacks all night. The hotel is 15 minutes walk from the train station and one block from the river, where you can walk and relax. It's a very nice area. The hotel is also very close to St. George hospital. The club room break fast is very limited, a typical continental breakfast, don't expect the American buffet. There are many restaurants and cafes within 5 minutes walk from the hotel.

Stayed: June 2013, traveled on business
Thank BigRuss1213
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IHGCare, Guest Relations Manager at Crowne Plaza Hamburg - City Alster, responded to this reviewResponded July 9, 2013

Dear BigRuss1213,

Thank you so much for taking the time to write a review about your experience with us, we value your loyalty to our brand and hotels. I am pleased to know that you had a wonderful stay at our property. We strive to give great and impressive service to all of our guests and it makes us happy to read we exceeded your expectations. We look forward to welcoming you back to our establishment. Once again thank you for the wonderful and kind words of praise.

Sincerely,

Krysllin G
Case Manager
IHGCare

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Reviewed June 23, 2013

Fair enough , not that great though .staff not very helpful.
Hotel is cool and better than expected. Be carefull triple room is small . So if 3 persons. Better take 2 rooms separate.
Location is fair .close to center train station , good pibs nearby and coffee shops

  • Stayed: June 2013
    • Value
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Thank jad7
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GMHamburgCP, Manager at Crowne Plaza Hamburg - City Alster, responded to this reviewResponded September 12, 2013

Dear guest,

Thank you very much for providing us with your feedback. We highly appreciate your review and because of that we are concerned to improve our quality on a constant basis in order to increase our guest satisfaction and to fulfill our guest’s needs, wishes, and wants. Furthermore I am glad that you enjoyed your stay at the Crowne Plaza Hamburg and I am looking forward to welcome you again.


Yours sincerely,

Hannes Dreher
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed June 22, 2013 via mobile

Stayed for business in the club executive room. Room was on the 5th floor with gorgeous views, the room was spacious and very comfortable. Internet charge is outrageous 20 euro for a day per device! Food quality is sub-stanard which is unfortunate, blue Merlin resturant had a dreadful lunch buffet. Lunch was honestly a joke no thought and consideration no seasoning of food and all looked old and tasted blend. Room service food was slightly better but portions were inconsistent and the description on the menu card did not match what you actually get. A huge room for improvement on the food and service whilst the room was lovely. Will probably not stay here again.

  • Stayed: June 2013
    • Value
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    • Rooms
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Thank Traveling4food
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IHGCare, Guest Relations Manager at Crowne Plaza Hamburg - City Alster, responded to this reviewResponded July 8, 2013

Dear Traveling4food,

Thank you for your recent review of your stay. We always appreciate hearing from our guests of their experiences to help us identify places where we might improve. We do regret the food was not up to standards you would expect from our hotel. We did appreciate the high scores for Rooms and Cleanliness. We will certainly take this feedback to heart and hope to have the honor to serve you again in the future.

Sincerely,

Adrian D.
Case Manager
IHGCare

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Reviewed June 18, 2013

Unfortunately, this was not a good stay. There was a series of minor issues and niggles; and a lack of attention to detail.

The hotel is in, to me, a slightly strange location. It's in the middle of a leafy suburb - a very pleasant area, but a large business hotel did not seem to fit in. The hotel is a short walk for Uhlandstrasse u-bahn station, and the bus number 6 also stops close to the hotel.

On arrival I checked in and was advised that I'd received an upgrade to a club room. Everything seemed normal, and I was given a key wallet with a room number on it. When I got to that room, the "Do Not Disturb" sign was on the door. Fortunately housekeeping were close by, so I spoke to them, they called reception, then checked the room and let me in.

That was a crucial mistake. I went in, unpacked, and then went out for the evening. I returned to the hotel at about 10pm, went to 'my' room, and could not get in. I returned to reception were confusion reigned. Apparently my key was for a different room, and I should have been in a different room. But by having the wrong room key, even presenting ID meant an escort to the 'wrong' room and my having to prove my stuff was ... well ... mine. In hindsight, I shouldn't have asked housekeeping to check if the original room was empty...but as they had called reception, I assumed all was well. I did get irate at check in, and did apologise to the reception clerk who, I guess, was only doing his job. But if the correct number had been on the card wallet in the first place, there'd have been no screw up.

The room was reasonably spacious, although the furniture had seen better days. The bed was clean and smelt fresh, but rather than having a sheet and a duvet, it just had 2 individual duvets for the double bed, one of my pet hates....one big duvet please, or a sheet. So I called and asked for sheet. Nothing was forthcoming. This is not rocket science. Other hotels have spare sheets and can provide on request. A prime function of a hotel is to provide somewhere to sleep, and I did not sleep well at this hotel.

I then had a curtain issue. One of the curtains did not have a stopper at the end of the curtain rail. The inevitable happened, and as I tried to close the curtain, it over-ran the rail because of the lack of the stopper. Gravity took over and the whole curtain came down.

I reported this the next morning and when I returned to the room later that day, the curtain had been re-erected. Still no sheet.

The bathroom was a standard hotel bathroom with a tub. There were clean fresh towels and also washcloths (which I noted my original wrong room did not have, so washcloths are obviously a club room bonus), and toiletries were also provided, although the brand was not memorable.

The room had a kettle and a supply of coffee, and also had a safe in the wardrobe, along with a plentiful supply of hangars. The room had a small flatscreen TV...it did not work well...half the channels were so grainy that they were unwatchable, and although BBC was listed as available, there were no English channels. The room also had a sizeable CD player. I haven't seen one of those in a hotel room for some years, and it had the sort of speakers that I drooled over as a kid in the Argos catalogue. But no iPod connection. Of course, nobody travels with CDs anymore, and apparently CDs were available for sale at reception!

There was wifi in the room, which is on a paid for basis via The Cloud. It will be free for Priority Club members from July, but the hotel seemed to pre-empt that and gave me vouchers for my stay free of charge. A nice gesture.

Still no sheet so I asked again, but was told this time the staff did not understand what an extra bed sheet was. I know I am English, and the hotel is German, but there are translation services on the web. I was promised a visit from housekeeping to identify what I needed. After over an hour of waiting, I gave up and went to bed. But not before the curtain came down again....although only partially this time. They had re-erected the curtain but not replaced the stopper....

I had breakfast in the hotel two out of my three mornings as it was in my rate...the third morning saw me leave before breakfast had started. There was a wide spread in the buffet...the cheese and cold meat selection was very good. But it did all feel crowded....but what I had was good.

Before checking out I decided to check y account on the interactive TV. I was greeted with an interesting message ... "You are in room xxx. To access your bill, please input your room number". Why ask me to input my room number when you just told me what it was. But I did, only to get an cryptic and un-understandable error message, and no visibility of my bill.

When I checked out, the agent did ask how my stay was, and on hearing my woes, was very apologetic. It wasn't her fault.

This could be a great hotel...but there seemed an unwillingness to try and assist with what must have been a non-standard request. As a result I slept very badly. There shouldn't have been a screw up with my room initially - I should have been more pro-active in questioning why assigned room had a DnD sign on the door - but you do trust the hotel staff. And there is no excuse for not fixing the curtain, which was still hanging at half mast when I checked out.

I will return to Hamburg, but not to this property.

  • Stayed: June 2013, traveled solo
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    • Cleanliness
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1  Thank David W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IHGCare, Guest Relations Manager at Crowne Plaza Hamburg - City Alster, responded to this reviewResponded July 3, 2013

Dear wildthing271,

Thank you for providing us with a very considerate review and thank you for staying with us. Please accept our sincere apologies for any inconvenience you have experienced and for the level of service provided during your stay that did not meet your expectations. This is definitely not up to our standards and we are constantly working on improving the quality of service provided. I want to assure you that the issues you have raised about the housekeeping services will definitely be addressed and appropriate actions will be taken. Your feedback is very important to us as this assists us in continually improving the services we offer to our guests.

Once again, thank you for your feedback and while we understand that your stay was not 100% satisfactory, we would hope that you would give us another chance to make your stay as best as it can be.

Sincerely,

Janice A
Case Manager
IHGCare

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Reviewed June 12, 2013

If I were just looking for a nice hotel with lots of character to spend my time during my holiday, I would not have picked this hotel. But since I was here for other reasons, on business, I could still judge this place. For business purposes is it's quite good. Even though I think the prices are a bit steep, there are many rooms to accomodate all your guest for a business event, the rooms are clean and the catering that they do for the big groups is one of the better buffets that I have tasted during business events. It's close to Hamburg City Centre but also a mere 15 minutes away from the airport. I liked the atrium in the middle, very light and bright atmosphere. I can agree that there are many charges on the side that you have to take into account when booking a room here. Not a place for a romantic getaway with my wife, but good enough for conferences, this makes it all level out to an average rating. But for average they do ask above average prices, so maybe a no overall

  • Stayed: June 2013, traveled on business
    • Value
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Thank Willem_ter_Haar
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IHGCare, Guest Relations Manager at Crowne Plaza Hamburg - City Alster, responded to this reviewResponded July 1, 2013

Dear Willem_ter_Haar,

Thank you very much for taking the time to share your comments online. Please accept my apologies for falling short of your expectations on some aspects of your stay. However, we are thankful that you enjoyed your stay despite some issues. I appreciate your feedback as this is our best resource for improving guest services. We all hope that we will have the opportunity to host you again on a future visit.

Sincerely,

Karen G.
Case Manager
IHGCare

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Reviewed June 9, 2013

I've booked a 3 days stay in Crowne Plaza hotel at Hamburg. it's really disappointing and in fact surprising to know that the service at the reception is very poor. i thought it was just one staff that had a bad day when i checked in, subsequent days, i realise, it's most of the reception staff that have bad service. they dont explain much when a question is asked, they just briefly tell you a vague or general answer, in the end, you have to either ask more questions, having to see their impatient expressions, or you just have to ask someone else out of the hotel.

the reception service makes you feel that they just want to move one so that they can clear the queue as fast as possible, it's just a very bad experience with the service people there.

the location and the hotel room is good, it's near the train station and the rooms are good enough to stay.

however, service also plays an important part of the stay, and it's really disappointing to know that the staff there have very poor service.

  • Stayed: June 2013, traveled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank BeccaJang
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IHGCare, Guest Relations Manager at Crowne Plaza Hamburg - City Alster, responded to this reviewResponded June 24, 2013

Dear BeccaJang,

Thank you for your feedback. We take our guest comments very seriously and always strive to provide comfortable and friendly accommodations. We appreciate that you find our location to be convenient.

However, We’re sorry we fell below your expectation regarding customer service from our reception which was unacceptable. We will address this point. I assure you the feedback of our hotel will be reviewed and most certainly forwarded to the appropriate departments. We take the confidence our guests place in us very seriously and work diligently to rectify any unsatisfactory experiences. We hope you give us a chance in the future to show you how great our hotel is.

Sincerely,

Orlando A.
Case Manager
IHGCare

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Additional Information about Crowne Plaza Hamburg - City Alster

Address: Graumannsweg 10, 22087 Hamburg, Germany
Phone Number:
Location: Germany > Hamburg
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Wheelchair access
Hotel Style:
#38 Luxury Hotel in Hamburg
#40 Family Hotel in Hamburg
#56 Romantic Hotel in Hamburg
#59 Business Hotel in Hamburg
Price Range: $90 - $227 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Crowne Plaza Hamburg - City Alster 4*
Number of rooms: 285
Official Description (provided by the hotel):
. ... more   less 
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Also Known As:
Crowne Plaza Hamburg - City Alster Hotel Hamburg
Hamburg Crowne Plaza

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