Holiday Inn HAMBURG - BERLINER TOR

Great views from the Executive Room over the city. Bed was very comfortable and the bar area is good for working or relaxing. I booked the Executive King Room because I liked the layout in the pics (particularly because it had a sofa). When I arrived, the room layout was so different I actually had to phone reception and check it *was* an Executive Room (there was no sofa or divided 'living area', just a table and a couple of chairs stuck next to the bed. Compare the image attached to the one they use on advertising). Cleaning was also not as thorough as I would have liked. We also weren't really given any basic details, such as check in/out times, whether there was food available, bar opening times, when we checked in.

I am a Spire member and on average I spend more than 100 nights per year in the IHG hotels around the world since 2001. The experience I had in this hotel is definitely one of the worst I ever had! The air conditioning is not working in ALL the hotel and at check-in I was not informed about this problem. When I asked what happened they said the were waiting for a spare part. I asked for a movable air conditioning device or at least a fan but they said they had 300 other customers in this situation and they could not make exceptions ... Later I found out that they have been waiting this “spare part“ for TWO WEEKS! The way the General Manager tried to explain me the situation and find a solution proved that this hotel is totally without any kind of basic management. STAY AWAY FROM THIS HOTEL!

For both professional as private reasons I stay in about 10 different hotels of the IHG Group in Germany per year. Besides Intercontinental, Crowne Plaza and Indigo, this also includes several Holiday Inn Hotels, like the very good one in Dresden, the excellent one in Stuttgart and the friendly and welcoming one in München. Already with the check in it was clear to me that this new Holiday Inn hotel in Hamburg is not meeting up to the standards that one can expect from this branch. Check-in was unpersonal and it seemed that the young man at the reception did not like to work there. I was not welcomed as Spire Elite member at all. The room cleaning is not OK, with the sink never properly cleaned. There are no glasses or coffee cups in the (executive!) room, just paper cups like you get them at the gas station. Is this an IBIS Budget or a Holiday Inn, one can ask himself. The restaurant is understaffed, so even after waiting 25’ you are still not served. Worst of all, they state in the hotel information that they offer room service for the executive rooms. When I asked for it, they answered they don’t offer it because they are not allowed to offer it temporarily because of the COVID-19 measurements in Hamburg. Just a few minutes research learned me that this was a LIE, no more nor less. Room service is permitted under the regulations of Hamburg and is offered by different hotels in the city, INCLUDING OTHER HOLIDAY INN HOTELS. It’s their right not to offer room service during the COVID-19 period, but then offer up to date information to your customer and most of all, DO NOT LIE about the law. This hotel may be new and modern, the staff and their service make it absolutely a bad hotel. There are much better Holiday Inns in Hamburg, with better locations and service I can asure you.

we have booked the hotel for 4 nights with breakfast, but we ate breakfast outside the hotel and paid extra, Because of quality and quantity of the food. Nobody comes for cleaning and we should self call the stoff. quality of the shampo is under zero, and the bed is not comfortable too. I do not recommend this hotel to anybody. Find your joinment in another hotel.

I booked a certain room - queen size bed. It was a must for me. When I reached a hotel they informed me that according to them I did not book queen size but standard room with an option of that bed, but they can not provide that. They did not informe about that fact prior to arrival so I could find some other hotel. I think there were more people with such problem, so it looks like a standard approach. Beds are also far from being comfortable. You can not even join them because some architecture "guru" put a shelf between them. I do not recommend that place unless you want to have summer camp experience with separate beds. There are no shops and restaurants around. I would only recommend that hotel if you are traveliing with a mate and want to explore hamburg.