I frequently travel to Hamburg for business and usually have positive experiences with local hotels. This time, I chose your property due to its proximity to the airport. Unfortunately, the check-in experience was the worst I’ve ever encountered in Hamburg.
When I arrived, the receptionist, Ceryna, was extremely impatient and, frankly, rude. The check-in form was in German, so I politely asked for assistance. Instead of helping, she gave me a nasty look and impatiently pointed to the sections I needed to fill out without offering any real support.
My room number was above 280, and I couldn’t find it initially. When I returned to the front desk for help, she curtly claimed she had told me to turn before taking the elevator — something she never mentioned during check-in. She was clearly annoyed by my question and made no effort to hide her frustration.
To make matters worse, I observed that she treated the next (Caucasian) guests far more pleasantly, which made the whole interaction feel even more uncomfortable and unwelcoming.
That said, I would like to commend the two gentlemen who handled check-out the next morning. They were professional, friendly, and even offered information about the shuttle service — a stark contrast to the check-in experience.
I would appreciate knowing what standards of customer service your hotel upholds and under what circumstances it is acceptable for a staff member to treat a guest the way I was treated.