I enjoy staying at boutique hotels when I travel and I had recently read a lot of good things about the Gastwerk Hotel in Hamburg. While the building and industrial conversion to a hotel was spectacular, the customer service was abysmal. To start off, we were put in a room without air-conditioning on the first night of our stay. We called the front desk to ask to switch to a new room and we were informed that non of the rooms had air conditioning and the best they could offer us was a few fans (it was also one of the hottest weekends in the city). Confused by this response, we went down to the front desk in person and asked again. We got a different message that we couldn't change tonight but we could move the next night into an air conditioned room (which we did). Fine- The hotel did nothing to accommodate or recognize the inconvenience. A simple sorry for your inconvenience last night here is a comp X.... would do. Next, we booked two massages on Thursday evening for Friday afternoon, and when we woke up the next morning decided to cancel the appointment before we left the hotel at 10am (for a 2pm/3pm appointment). Not once speaking to the person taking the reservation over the phone or at the front desk were we informed there would be a cancellation penalty for not giving 6 hours of notice. We cancelled 4 hours in advance after we woke up and were on our way out the door for breakfast. The answer we received was we sent a paper that you were supposed to read with fine print cancellation policies. It's your fault for not seeing/reading the paper. In taking this matter up with the On Duty Manager over the phone at check out (apparently there was not a manager available the entire weekend), she told my husband she suggests we pay our bill and never return to the hotel over the fact that we refused to pay for a cancellation fee where we gave four hours- plenty of time for a business to call up customers and fill afternoon spots so you are not out revenue. After thirty minutes of going nowhere on the phone and such poor customer service in the hospitality business, we paid the bill and left. However, in the competitive hotel business, I understand there are rules and policies however there is also something called the lifetime value of a customer and word of mouth, and social media. While a simple "we're sorry you had such a bad experience, let us take care of this matter and we hope you enjoyed your stay" would do. Their approach was these are the rule, the spa is third party (that would be your business decision, not my issue as the customer), and we are not bending one bit on our 6 hour cancellation fee and the fact that you did not see a piece of paper.
As I said, it's unfortunate as the hotel itself is beautiful and the gummy bears at the front desk are fresh, however the lack of customer service has impacted this rating to sub-par. I would not recommend staying at Gastwerk when there are so many other boutique properties that could substitute.
- Official Description (provided by the hotel):
- Gastwerk Hotel – Hamburg’s first design hotel: Unusual industrial ambiance constitutes the perfect environment for living, working and relaxing. The original coal warehouse of the ancient gasworks now includes 141 Guestrooms, including rough red brick lofts and luxurious suites, a multifaceted conference area, the Restaurant Mangold, the L.BAR, as well as a Moroccan style SPA-area. A parking lot in front of the building and an underground car park is free of charge for our hotel guests. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Booking.com, Odigeo, Ebookers, HRS, Agoda, Superbreak UK, Priceline, Prestigia, TripOnline SA, Evoline ltd, HotelQuickly and Cancelon so you can book your Gastwerk Hotel Hamburg reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.
- Also Known As:
- Hamburg Gastwerk Hotel