Worst customer service ever
Reviewed 20 October, 2020
Jacob Hotel in Hamburg, a supposedly “5-star hotel” was the worst hotel I had ever stayed in in terms of customer service. The wifi never worked, whether in the lobby, conference room which was paid for extra, or in the bedroom. The bedroom did not have service either, which made using 4G impossible. Management and staff were extremely unhelpful, and did not care about requests/needs — they act like they are listening, but do not implement instructions or requests. Further, the waiters were extremely slow, and did not take into account any requests —things had to be repeated twice and food taken back to the kitchen. Finally, whether for lunch or for dinner, the bar food was very limited for a “5-star hotel”. Last but not least, staff does not know how to give instructions with respect to room location, nor take the time to guide the guests to their room when a guest is lost. Frankly, aside from the nice views and amazing cleaning ladies in the bedrooms, the hotel was disappointing and underwhelming.
Great hotel, but noisy room
Reviewed 22 January, 2020
The hotel is located in the exclusive district of Blankenese and combines luxury with first-class service. It is little things like bedtime stories or separate dressing area in the room that make the difference. Breakfast is served with a view of the Elbe, there is everything your heart desires, but some extras like crabs, eggs Benedikt or champagne cost extra (see photo), which seems incomprehensible in view of the room prices.
One must absolutely avoid the rooms in the adjoining house, which are located to the heavily frequented Sieberlingstrasse. I was woken up at 6.00 o'clock in the morning by traffic noise. This concerns room numbers 261, 260 and 259 on the 2nd floor and 157 to 161 on the 1st floor. Better book rooms 270-274 or 170-174.
There is a wonderful wellness area with sauna, which you should definitely use.
The hotel really keeps what it promises, but the traffic noise in the morning is unpleasant. Here, sound insulation windows should be urgently installed.
Perfect place to relax
Reviewed 3 January, 2020
We enjoyed very much our stay at this charming and cosy hotel in Hamburg being there to visit the Lion’s King at the Stage Theater. It’s the perfect place to relax with extremely friendly staff, a delicious breakfast, a nice bar and - very uncommon in our days - a smoking lounge to enjoy a good cigar accompanied by a good glas of Whisky.
Wonderful event, because of such attentive staff
Reviewed 15 September, 2019
We had and event at this iconic hotel, with some limited use of the kitchen.
And I must say the staff where super amazing at all times.
And so attentive, mostly Felix that made everything ever so easy and welcoming.
With such amazing German hospitality.
Plus the chefs where so welcoming and always
Ready to lead a helping hand.
Most amazing experience indeed.
Room no 151
Reviewed 4 September, 2019
I have been stay often during my visit in Germany, sometime accompanied my husband for his business trip, sometime it just for having dinner there, but for this time I was so disappointed, this time We were to Hamburg only for couple dinner, which is I know how nice your dinner was, and we have to stay in your hotel, our room was no 151, it was hot weather, to get an fresh air we have to open the window, unfortunately I felt like sleep in side of highway! Terrible!!!!!!
I could not sleep so whole night it because of car noice, we spent more than €700 for one night in your hotel and we got that such kind of memory! We told your FD Manager and we don’t get your feedback yet, for sure we will not comeback again, we brought a lot of our business relations to your hotel either dinner or stay, and we will also report about it to them.