Sofitel Hamburg Alter Wall Hotel 5 stars

I was happy to discover my 54th different Sofitel in the world. Thank you again for the special attention.

Good. Not thrilled w room

A fantastic hotel with great staff, especially the concierge who is one of the best I’ve encountered.

Amazing stay, middle in town where we love, shopping just outside the door. We love the swimming pool in the morning. Overall nearly perfect, just one little irritating thing, the coffee machine was broken, so no coffee for my wife in the early morning hours. They did come op later with some coffee for her

Sofitel is a very nice five-star luxury hotel with an excellent location in Hamburg, in walking distance to all major attractions and public transportation. The staff were friendly and helpful. The issues we encountered were fixed professionally. I'm a diamond member of Accor ALL and for the first time I felt that my status meant something. We felt we were expected and we were well taken care of. We had a fantastic stay at this wonderful hotel.

Warm welcome, fantastic room, brilliant brekkie and delicious dinner - many thanks!

There were some mishaps with the check in and the handling of the credit card deposit. I checked in quite early, so there was no room available yet, so I waited for the call that the room was ready. After over one hour I came back to the hotel lobby to read some newspapers etc. and wait for my room. After maybe over two hours I went to as for some english newspapers while I wait for the room to be ready. After a while the reception came to ask for my name, and clearly because they had no info on anyone waiting for a room to be prepared. After that it was finished quite quickly, and also apparently they had forgot about Accor gold member room complimentary room upgrade, because I asked for it after these events. Also the 500 € deposit I had paid when I checked in in the morning was misplaced. I ordered pasta from the room service in the evening, and they would not allow me to put it on the room. Because I had not paid a deposit, which I had. They were not able to take care of this, and I was forced to go to the reception to solve this issue. They insisted that I have not paid a deposit, which I said I have and luckily had the receipt for it. They were not able to explain how it is possible to misplace a 500 € deposit, and I asked they discuss this within the staff to figure it out. If it is a flaw in your operating system its a huge issue, if its just a lack of communication between staff its still an issue. EIther way this is something that needs to be addressed. I told the reception that 500 € is a lot of money to displace from a client. And he just said that they take 100 € deposit a day. TO which I responded that I know, that that is not the issue. The issue is that a 5 star luxury hotel should not have such a flaw either in their operating system, or their communication between the staff that this should be able to happen. And I don not consider this to be a small mistake or issue, and should definately be improved on and solved better. I asked few a times, and no on e was able to answer to me during my stay how this was possible, that there was no record on your operating system about the deposit payment. The room was rather worn out for a 5 star hotel, but the issues I raised were addressed during my stay. These included a lot of black stains and marks on the wall, a broken bedside lamp shade and a leaking tap in the bathroom that was cracked. I consider the hotel to need some refurbishment in terms of the rooms, and also better communication between the staff for a 5 star experience, which I do not consider it to be at the moment. Also at the spa, a member of the staff was not there, and had left the locker keys next to the computer, and some people tried to look for their locker keys through the ones that were there. I would definately consider this a security issue that should be adressed.

Modern spacious and stylish room with a big and lovely well functional bathroom. Very comfortable bed. Cleanness in top.

Spacious, clean room. Staff were very friendly and helpful throughout. Spa area is fantastic.

Very good globally.

Nice stay, thanks

Internet and air conditioning was below standard. Small things, but they add up to being quite irritating.

Stay was nice and easy

Very nice place after business day !

Overall the experience was good. A few points that I wasn't entirely happy with - 1) Breakfast coffee weak 2) TV reception not very good and the channels in English (CBS) did not work at all on my second night. It was late so I did not alert anyone. 3) No body lotion provided. It is handy to have when you're travelling with hand luggage only. Bed comfortable and not too many slamming doors so my main priorities covered.