Sofitel Hamburg Alter Wall Hotel 5 stars

Our first stay at Alter Wall in Hamburg and even with the current epidemic taken in consideration, it felt a bit of a letdown. The staff didn’t seem to care much about the mask-regulations and the bartender at 7 heads seemed uninspired and uncaring. The room and general ambiance suffered a bit from the lockdown but this an it befaukted on the hotel as such. We had several occasions where there was no staff to be found and neither we’re we informed of earlier closing hours in the bar - we were more or less just told to leave. All in all not the best experience we’ve had with 5 star hotels.

Good stay

Nice hotel and staff. But overall the information of covid19 restrictions was very bad in the app/homepage. For example We have booked this hotel to use the pool/sauna area but it was totally closed. And the breakfast was very limited compared to pictures. And the price is still the same. I'm totally aware of the Covid19 but disappointing it not was described in app what we could expect.

Not what I would expect from Sofitel. Forget the delectable TWG tea or scrumptios fruit selection you find at other locations. Fruit salad on the salad bar with mixed in tinned fruit is a big put off, especially as I am unable to have a room without breakfast as it is booked by the company. To make it clear: I totally understand that the range is limited due to COVID (it is everywhere!) but I am not willing to compromise so drastically on quality.

The staff are lovely. The room was comfortable. The only things that could be better is better access to electrical sockets in the rooms and better options for vegans at breakfast. The vegan options were non existent leading us to have to have cucumber on rolls. A better vegan option would have made the stay perfect. But your staff were lovely

Perfect stay

I selected the hotel because of location and previous good experience. I felt that considering the situation the hotel was well adapted to the current situation without affecting the stay more than necessary.

Stayed at this hotel for 2 nights with my family in 3 rooms. The stay was heavily effected by the COVID-19 situation in Germany. Breakfast buffet was cancelled and the alternative was a very confusing experience for us. The breakfast options are fine but its very far from the breakfast buffet you can normally expect in a Sofitel around the world. The spa and pool was closed due to the COVID-19 situation. So many of the services that normally makes people choose a 5 star Sofitel over a cheaper option was cancelled. In general service and preparations was not 5 star at all. Our booked connecting rooms not connected until requested. No mugs, glasses or water in rooms until requested, No slippers and bathrobe for all guest before requested. All in all it felt like you moved in to an unprepared room and you had to ask for everything. If you are an Accor member don’t expect anything from your status benefits. As a gold member I wasn’t offered anything and wasn’t recognized as a member at all. Maybe everything cancelled because of the COVID or maybe they only care for Platinum and Diamond status? All in all a disappointing Sofitel experience which didn’t provide value for your money . They didn’t do anything to make up for the many cancelled services and the stay didn’t feel like a 5 star high end Accor hotel.

It was really so great being back, we where a little concerned how the experience would be here shortly after the reopening and with the adjusted setup for all to be safe. But the staff and the service is off course still excellent :-) It was a great pleasure being back and feeling welcomed by the staff, they all looked happy and proud to be back and doing there job. So all in all it was a really good experience being back but yes you miss out on a few things like the excellent breakfast buffet (But the served breakfast service was almost on same level) and seeing the staff smiling (Difficult true the masks) But I am sure that it will all be back when it is safe for all of us :-) See you soon again in "normal" times

Location and service level was excellent, also the room was satisfying. The overall standard of the hotel is high.

We've stayed at Sofitel in Hamburg 3 times now, and they have all been great - the bed alone is worth going back for. Eventhough the spa was closed (due to Covid-19) we had a great stay.

I enjoyed my stay and the room upgrade was very welcome

We were welcomed and given an upgrade. The room was excellent with a view over one of Hamburg's Canals (Fleets). Service was excellent and bar very good.

Stay was nice only change on previous stays was that the balcony door has been closed off. This should be changed back to normal

Everything was ok and when i have to call about broblem with safety box, broblem was very fast solved. Breakfast was great and all people who work at Hotel and i was speaking, were wery friendly+polite.