Fraser Suites Hamburg

Great Building Provision space for a hotel with great rooms. They are spacious and very quiet. Hotel itself is great. What’s truly not great is the service and breakfast. The property seemed understaffed all times. Let’s start with check in: they had caused a total mess. All three rooms were under different names, with mixed up addresses etc. blamed it on booking. Well that does not make sense. Otherwise, how did you get the information of all three of us in the first place then. Never mind. At check out the lady tried to school me after I mentioned the check in issue and I simply told her to stop. Don’t school me lady. Breakfast: for a Boutique hotel with 10-20 guest the buffet would have been applicable but not for so many guest you try to provide service to. Have you seen breakfast buffets at other hotels your category? Scale up. This does not last. We all called it ridiculous. No variety, no volume just nothing there at all times. I hope you change this because like I said your rooms are great plus the location. But service sucks.

We had an amazing stay at Fraser Suits Hamburg. Everything from the warm welcome at the reception to our super cozy and beautiful room was great. The level of housekeeping and service is truly a 5 star. The location of the place is very good with tube and overground city train a few minutes away, the main square is less than 15 minutes on foot. Highly recommeneded!

I stayed at Fraser Suites for 8 nights on business, and my stay was wonderful. The hotel is lovely, and the service is exceptional! It's in a great location with restaurants, bars, and shopping all within walking distance. It was lovely to have a complimentary mini-bar which they replenished every day with water (sparkling + still), beer, and fritz colas. I especially loved my apartment style room with a washer/dryer and a kitchenette. My room was meticulously made up each day, and they even cleaned my dishes - how lovely! The air conditioning also works really well. Thanks for a wonderful stay.

Nice location, 7-minute taxi ride from the train station. There are stairs leading to the front door of this lovely hotel, but a porter is available if your bags are heavy and/or many. ||The entry/lobby was grand. The excellent staff checked us in swiftly. There was another set of stairs to reach the lift, then another set of stairs once we reached our floor.||The room was a good size, well appointed, and very quiet. The bed was comfortable (albeit firm mattress) with nightstands and power outlets on each side--perfect for two people to charge devices at bedside. The room had a coffee maker and a mini bar (everything inside was complementary). ||The bathroom was well lit and had a large shower (only) and the water pressure was excellent. The towels were large and thick but they shed bits that remained on the skin. The washcloths were a very nice addition, as was the lighted, wall-mounted magnifying mirror.||The WiFi was strong and password protected (yay!). The restaurant and bar were lovely and the bartender was friendly. I would happily stay here again the next time I'm in Hamburg.

The location is fantastic. The reception and all the staff are very helpful and nice. The room is clean and the size is perfect. Laundry room in the basement and some of the suites have a washing machine like mine premier suite.

Fraser Suites is an incredibly impressive hotel located by the river in a historic building — my first recommendation would be this hotel. It’s centrally located, within walking distance to many places, and also close to public transportation. Charming both day and night, with beautiful rooms that include a small kitchenette. Take note — you’ll be very satisfied with your stay!

We spent 4 nights here, 4 nights we'll remember with great fondness. The staff at the front desk were so welcoming and accommodating, patient and understanding. The rooms were well appointed and even though our window faced the U Bahn, it was whisper silent. The location was perfect for exploring the Ratsmarkt, restaurants and adjacent shopping areas. All in all the perfect choice for a Hamburg hotel

Thank you for your response, but it misses the entire point of my review. My comment was never about the cost of the coffee or the policy itself; it was about the unacceptable rudeness and unprofessional communication from your staff. To recap: 1. The receptionist gave permission to get coffee without mentioning a fee. 2. My partner was then shouted across the lobby by the restaurant staff. 3. The receptionist then replied loudly in a very rude manner “I say you can get the coffee but I didn’t say it’s free” these was her EXACT WORDS. It was loud and everyone in the lobby can hear her clear. Framing this incident as a simple misunderstanding regarding a €3 charge avoids addressing the core issue: a failure in basic customer service training that ruined our entire experience. Such unprofessional conduct is not appropriate for a five star hotel like this. Given how the manager’s reply completely missed the entire point, focusing on justifying a small fee rather than acknowledging the unacceptable rudeness, it raises question whether this specific manager is part of the problem with the staff conduct. Original review: This review is only towards one lady at the reception (middle age white) she helped us with the check out, nothing too friendly, but following all the procedure which is fair enough, though not what I expect from a 5 star hotel (she didnt even have the courtesy to ask us how was our stay hope everything was good, which I get it from every hotel 3-5 stars) thn we proceed to ask her whether if we can get coffee from the breakfast hall before we go off our day (my partner and I both drink lots of coffee and there is only 3 none decaf coffee in the hotel, and we finished it in the morning before checkout so we would like to have additional coffee), she say yah. Then my partner went to get the coffee but when he get out another lady from the restaurant was shouting across the lobby “Sir sir you dont have the breakfast booking you need pay” thn my partner proceed to ask the reception lady, she very rudely reply “I say you can get the coffee but I didnt say it’s free” this is really unnecessary rude for a €3 coffee coming from a 5 star hotel! Truly our entire experience is ruined by this incident. But everyone else other than this particular receptionist are really really friendly. I hope this review brought attention to the management about your staff management.