HYPERION Hotel Hamburg

"The hotel has very friendly and helpful staff, and our rooms were comfortable, well maintained and very clean. We were very satisfied with both the rooms and the staff. Unfortunately, there were two issues that significantly affected our overall experience. The hotel is quite large and has three elevators, but only two are available for guests. At busy times, this was clearly not enough. The elevators were often full, and when travelling with luggage, we sometimes had to wait 15–20 minutes before an elevator arrived with enough space for both us and our luggage. What disappointed me most, however, was the breakfast pricing and the way the hotel handled the issue afterwards. We had already booked our two rooms through Booking.com. I later discovered that breakfast could have been included with exactly the same rooms for an additional DKK 240 (approximately €32) per room for two people, which is around €16 per person. When we arrived at the hotel, we decided to add breakfast and were charged €29 per person. I had no idea that adding the exact same breakfast at the hotel upon arrival would cost more than 80% extra compared with adding it to our Booking.com reservation. Had I been aware of such a significant price difference, I would obviously have booked breakfast together with the rooms. I contacted the hotel as soon as I discovered the difference and explained the situation. They confirmed that the lower price was a promotional rate available when breakfast was booked together with the room through Booking.com, while €29 was their standard price at the hotel. I understand that promotional rates exist. However, I am very disappointed that despite the fact that our rooms had already been booked through Booking.com, the hotel was not willing to make any adjustment or offer any compensation at all. It is exactly the same breakfast, in the same hotel, for guests staying in rooms already booked through Booking.com. For four people, the difference amounts to €52 per day simply because we added breakfast upon arrival instead of adding it to the reservation beforehand. I think guests should be made much more aware of this very substantial price difference when adding breakfast at the hotel. My advice to other guests is therefore very clear: If you want breakfast, make sure you add it when booking your room through Booking.com. Adding it at the hotel can cost more than 80% extra. Despite this disappointment and the elevator situation, I would still like to emphasise that the staff were friendly and that our rooms were very clean and comfortable."

"I stayed here for the recent convention and unfortunately had a very poor stay. There is no chance this a 5 star hotel, I dont know how it got the rating. The pillows in the room are genuinely the worst pillows I've ever slept on. The staff were rude, didn't seem interested in helping us at all and anytime you asked for something they wouldn't do it. You would have to chase them up again to ask for simple things Extremely poor service you'd expect from a 2 star. Absolutely not a five star. I will be coming to the convention every year and I will never be staying here again and I will make sure to tell other business owners I know who come for the convention to avoid this hotel also."

"Not a pleasant experience to be honest – Maia checked me in but she didn’t say anything throughout the check-in process. As such I would expect such question to confirm how many night(s) I am staying - I only stayed one night and was pretty cheap. She handed me a paper but didn’t say anything what to do – should of ask me to confirm my detail whether its correct or not. A guest would be like what to do with that in such case. I have requested to add the breakfast at the online check-in, but when I asked to confirm, she did straight tell me my breakfast was not included, without looking at the system properly. Only after I mentioned about my request online, then she checked the system then told me my breakfast was included with pay at the check-out. Check the system please… what’s the point being at the reception. Her job is to greet and provide assistance when needed. Her professionalism wasn’t there at all. Also felt she was somewhat rude too. The buttons in the room has yellow-ish lights and that really bothered me throughout the night when all lights were off. Fan sound in the bathroom was also very loud even I turned off, but must be somewhere else. The floor is pretty thin and chances are soundproof between the ceilings would be poor. The breakfast was pretty average. So unfortunately it did not meet my expectation and just one-off stay is enough for me. I don't think it would be walkable from the central station either having said that it is located pretty central, but it is bit off central I should say."