"The positive:
The hotel is in a great location in Hamburg. The rooms were very clean, nice, and comfortable to stay in. The overall facilities of the hotel are excellent.
The negative:
Unfortunately, the experience with the front desk staff was unprofessional. Both during check-in and check-out, I encountered staff members who smirked, and showed a lack of empathy. At check-in, the receptionist mispronounced my last name and smirked right after, as if there was something funny about my last name. When a minor language barrier occurred regarding me spelling my name, she smirked at me instead of being helpful, which made me uncomfortable. At check-out, a similar thing happened with a different group of employees, who exchanged looks and smirked when I hesitated for a moment to remember my room number.
This seems like a very minor thing while reading this, but in the moment I just felt like not wanting to be at this hotel or even talk with the staff at all during my stay. While the staff might know how to do their jobs technically, their poor attitude and lack of common courtesy made me feel very uncomfortable as a guest. I feel like hotel staff should be taught much more how to be empathetic, but I guess you really can't teach people that."
