Sofitel Hamburg Alter Wall hotel

"Sofitel Hamburg is Awesome!"

3rd March 2013, JohnJaqua, Louisville, Kentucky, USA

If you want some excellent traditional German food go around the corner to Brauhaus Joh. Albrecht. This is worth the parking fees to stay downtown, it's only 15 minutes to the Airport without traffic (early am or late pm departure). Shopping is off the hook! Lots of cool things to do. I did the buy in advance price for the room and saved a ton of euros.

Management responseDear JohnJaqua,We very much appreciate your comments regarding your stay at the Sofitel Hamburg Alter Wall. It is always a pleasure to receive positive feedback.I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely,Gilles FelgenGeneral Manager
« hide

"Our favorite place to stay in Hamburg"

22nd February 2013

Everything is just perfect for a stay over or for a small vacation/long weekend.We have stayed here several times and never been disappointed. The staff, the beds, the rooms, the morning buffet and the location couldn’t be better.

Management responseDear Guest, We very much appreciate your comments regarding your stay at Sofitel Hamburg Alter Wall. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.In addition it is a pleasure to read that the great morning buffet with the french flair met your expectations and we hope your next visit will be as pleasant as the previous one. Thank you again for sharing your experience, and we hope to welcoming you very soon again in Hamburg or at any other Sofitel Luxury Hotel. Sincerely,Gilles FelgenGeneral Manager
« hide

"Sofitel Hamburg"

20th February 2013

Good location, nice view, excellent breakfast, pleasant stuff. ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

Management responseDear Guest, Thank you very much that you took the time to comment your stay.Feedback is utmost important to us as it gives us the opportunity to improveI am particularly proud to read that our team’s service level matched your expectations. I will of course pass the feedback over to my team.In addition it is a pleasure to read that the great morning buffet with the french flair met your expectations and we hope your next visit will be as pleasant as the previous one. Thank you again for sharing your experience, and we hope to welcoming you very soon again in Hamburg or at any other Sofitel Luxury Hotel. Sincerely,Gilles FelgenGeneral Manager
« hide

"Excellent"

6th February 2013, edcph, Manchester, United Kingdom

We liked this hotel very much indeed. Friendly and efficient service. We valued the non-smoking policy (and the place had a really nice smell!) if I was been picky I would say the rooms were a bit small, the room service coffee was not exactly generous in terms of the size / cost ratio, and it would be good to move the smokers a little further from the front door. But - these are fairly minor moans.

Management responseDear edcph,Thank you very much indeed for taking the time to write a comment following your recent stay at the Sofitel Hamburg Alter Wall.We are pleased to read that you enjoyed your stay with us and that you had a positive experience at the hotel. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.We hope, you find a second home when travelling to Hamburg and we are looking forward to welcoming you back at the Sofitel Hamburg Alter Wall.Sincerely,Gilles FelgenGeneral Manager
« hide

"Perfect location"

17th January 2013, nijenkamp, Odense, Denmark

We had a very good stay here, close to the center.Only thing that bothered us really was the Speciel Sofitel music during breakfast and diner. It was not possible to change it or turn it of, the waitress said she didn't like it eather.

Management responseDear nijenkamp,Thank you for taking the time to tell us about your experience at Sofitel Hamburg Alter Wall. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Sofitel, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence.In addition to the music I have to tell you that the music is a Ssofitel standard. We are really sorry that the music did not meet your expectations. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely,Gilles FelgenGeneral Manager
« hide

"many small mistakes, one quite big disappointment"

9th January 2013, FSH-NL, Amsterdam, The Netherlands

We are happy with the location, the room, the concierge and most of the time with the room service. We have some comments:- We explained to room service that one of us has a pepper allergy, and in fact the dish was served without pepper. The salt container though - by mistake - contained pepper! In general, room service of this hotel can still learn a lot from the service/accuracy/professionalism of hotel Pullman Cologne. - As other Sofitel hotels do, this hotel should offer coffee/tea facilities in the room, at least in superior rooms. We are much less satisfied with the bar and the reception of this hotel. We have to following comments:- The service of the hotel bar was too slow (we have been there three times). The male bartender was too passive; moreover he had to correct the bill twice, but when we checked out that same day, we noticed that we were still charged wrongly. - The female bartenders were considerate. Though, one of them too quickly assumed that our vouchers for a complimentary drink (silver member) could only be exchanged for soft drinks or coffee/tea. . - We are most irritated by the reception and its lack of professionalism and hospitality. Check-in took a while and our key was not automatically valid until 3 PM (“Winter Collection”). When we requested information from the receptionist about the spa facilities, she did not inform us that the spa would only be open on our day of arrival, after which it would be closed for at least a week. We had to hear this from the spa personnel. Sofitel Hamburg did not offer compensation for this inconvenience. A complimentary tea or coffee would already have made a true difference. Check-out was much worse. Both receptionists were busy giving lots of tourist information to guests, while the concierge (two/three employees) had nothing to do. The receptionists should have directed those guests to the concierge and take care of check-in and check-out of other guests. When we said this to the receptionist, his reaction was that we are not the only guests at the hotel. Clearly that was an insult and absolutely impropriate. Moreover, his colleague still didn’t direct those guests to the concierge, while in the meantime three guests behind us were impatiently waiting for check-in or check-out.

Management responseDear FSH-NL,Thank you very much for having chosen the Sofitel Hamburg Alter Wall to stay at. We regret that your stay was not to your satisfaction and kindly accept our sincere apologies for the inconveniences caused.It is our goal and promise to arrange perfect guest stays, and in your case, we failed.We are very grateful for your feedback. Criticism and a hint how to do things better, will help us improve and make you feel more comfortable. All your points have been discussed with the involved departments in order to prevent from future occurrence.Mr, Ms FSH-NL, once again my sincere apologies and we would be very glad welcoming you back to our hotel business or leisure brings you to HamburgYours sincerely,Gilles FelgenGeneral Manager
« hide

"Couldn't get any better"

5th December 2012

Our stay in this hotel was superb.From the moment the taxi dropped us off at the front door until the moment we signed the bill on checking out, we were made to feel special.We can't get over how lovely the room was and the service and breakfast delivered to our room in the morning was well worth the extra.We will actively look to staying in another Sofitel Hotel on this experience and because of the superb location, we will definitly be back here.

Management responseDear Guest,thank you for your comment about your recent stay in our hotel - we really appreciated your feedback that shows other travellers how good our service and of course our rich breakfast buffet is. Thank you again that you were our guests and for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely,Gilles FelgenGeneral Manager
« hide

"Modern rooms, nice Spa, tasty hamburg calling cocktail"

25th November 2012, atomde, Ratingen

Really enjoyed the stay in Hamburg. Went there for a SPA weekend and treated ourselves with 1 1/2 hour of massages. Was very satsified with the treatment. The hotel bar has very good cocktails, can recommend the Hamburg Calling. Location is also perfect, you can reach train station, alster, shopping and hafen city by foot. Were upgraded to a nice large room with a big bathroom featuring L'Occitane products. Bed is very soft, still slept very good. Loved the pillow which typcially is a problem in hotels. So at the 135 EUR (without breakfast) would go there again anytime. As the rate did not include breakfast we skipped it and went to a cafe outside. There is a starbucks right accross the street as a croissant with coffee / tea is typically enough for me.

Management responseDear Guest, We very much appreciate your comments regarding your stay at Sofitel Hamburg Alter Wall. It is always a pleasure to receive positive feedback.I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.It is very nice to read, that the new cocktail creation “Hamburg Calling” met your satisfaction. We will share your positive comment directly with our colleagues from the Bar.We offer different choices of breakfast, so please feel obliged to contact our restaurant staff during your next stay. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely,Gilles FelgenGeneral Manager
« hide

"perfect stay"

10th November 2012, MASCH51, Odense, Denmark

Top quality for value. Friendly staff. Rooms very stylish. Place of the hotel perfect. Absolute recommendable.The breakfast buffet was very delicious. Next time we visit Hamburg we will stay in this hotel again

Management responseDear Guest, we very much appreciate your comments regarding your stay at Sofitel Hamburg Alter Wall. It is always a pleasure to receive positive feedback.I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.It is nice to hear that the hole stay, including the breakfast buffet, make your stay an unforgettable experience. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely,Gilles FelgenGeneral Manager
« hide

"Best hotel in Hamburg"

4th October 2012, BNAndersen, Gilleleje

Excellent hotel with the best breakfast in Europe! Very helpfull staff, great rooms with excellent facilities, including high speed internet, many british tv channels, which is very rare outside UK, excellent underground parking, very pleasant terrace at the Alster Fleet. But lunch and dinner quality dosn't match the quality of the breakfast (some of the courses are actually bad).

Management responseDear Guest, We very much appreciate your comments regarding your stay at Sofitel Hamburg Alter Wall. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. It is very nice to read that you enjoyed our breakfast, but I am sorry that your experience at lunch and dinner did not meet your expectations; please allow me to express my sincerest apologies.Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely,Gilles FelgenGeneral Manager
« hide

"Superb"

4th July 2012, Guernsey

The room was far above our expectations in both size and amenities. The hotel is very well situated in the city, and was generally a very good experience. Recommended and we would definitely go again. If I had to criticise anything it would be the slow bar service, but that is minor compared to the general standards here.

"Sofitel Hamburg."

17th June 2012, Folkestone, United Kingdom

The hotel was by far the most luxurious Accor group hotel I have yet stayed at. The whole experience was excellent, we only stayed one night as we were in Germany for a concert. The hotel was in a perfect location to see Hamburg,check in was painless and we even got a free upgrade as I'm a loyalty card holder. The room was superb,spotlessly clean and very well appointed. We used the bar which again was very good and the barman certainly knew how to mix a mean cocktail ! We did not use the restaurant but breakfast was amazing with a selection of feed you would be hard pushed to better. The staff on all levels were friendly & helpful,I would certainly recommend this hotel to friends.

"Triumph of Design over Function"

14th May 2012, Buntysdad, Croydon, United Kingdom

Good location and quiet enough to sleep with open windows as long as you are on the canal side. Nice spa even when the pool is on the small side - bit like a goldfish in a bowl. Room styling is the main down side - sliding wardrobe door leaves either hanging garments or shelves exposed and there is not enough of the latter. Also too few hangers. Lamp over working table caused repeated head banging and not very effective. The black zeppeline seating unit - you have to see it to know what I mean - was surprisingly useful for my bad back but lacked a proper parking space. Good bathroom and shower.