Christian J. L.
Google
⭐️ 1 Star — Extremely Disappointing Stay
We chose to stay at this hotel because my wife previously had a great experience at a Renaissance property in Hamburg, so we decided to pay more with the expectation of similar quality and service. Unfortunately, this stay was the complete opposite.
My wife has allergies, and we submitted special cleaning requests through the booking app right after reserving. These requests were ignored, and the housekeeping throughout our stay was unacceptable. On the first night, the room was visibly dirty — the floor had dust, the bed sheets had hair on them, and the shower also had hair left behind. The same situation repeated on the second and third nights, and surfaces were not properly cleaned. To make matters worse, our shampoo and conditioner were not even refilled.
Every night we had to speak with the front desk, but instead of real solutions, we received excuses. The first night they offered to waive the resort fees, but we made it clear we weren’t looking for discounts — we just wanted a properly cleaned room. The second night, nothing was offered at all. On the third night, they repeated that the fees were already waived and said there was no housekeeping available. When we called again about the missing toiletries, the only solution offered was to move us to another room — and that room was also dirty.
For the price they charge, this experience was unacceptable. The service and cleanliness were worse than what I’ve experienced in much cheaper 2–3 star hotels. Here, you’re paying for the brand name — not the quality or hospitality.
We will not be returning, and we do not recommend this property, especially for guests with allergies or reasonable expectations of cleanliness.
