matisimonetti
Google
Unfortunately, our experience with this hotel has been very disappointing even before arriving. We made a reservation well in advance to celebrate my wife’s 40th birthday. In fact, we included Hamburg in our itinerary exclusively to stay here, as it appeared to have an excellent restaurant and great facilities.||||Due to a last-minute change in our international flight from Chile, we were forced to reorganize our itinerary in Germany and requested, several weeks in advance and through every possible channel, to move the booking just three days earlier than the original date, keeping the same number of nights and the same conditions.||||We tried to arrange the change directly with the hotel, through the agency, and with the operator, who even confirmed that the change was possible with a supplement (which we agreed to pay). Even so, the hotel manager, Mr. Jan-Peer Lehfeldt, was completely inflexible and refused our request, showing no understanding of the context or the fact that this was a change due to force majeure.||||It is deeply disappointing to see that an establishment of this level, which presents itself as a unique experience, lacks the empathy and willingness to support its guests in exceptional circumstances—especially considering the amount paid and the fact that we always intended to remain faithful to the booking.||||Without a doubt, this experience prior to arrival leaves us with a very negative impression and makes us question the hotel’s true commitment to guest satisfaction.||||I would definitely recommend looking for alternative options to avoid this kind of unpleasant situation.