Dear Steffen, Thank you for sharing your experience so openly. I'm pleased that you enjoyed the atmosphere of our water tower and especially our breakfast, but I'm genuinely sorry that the way you and your friends were treated left such a disappointing impression. Being asked to wait outside while waiting for a friend is certainly not the kind of welcome I want our guests to experience. And while finding a solution to a room problem is important, we should also listen to our guests and show some flexibility. I'm sorry that this was missing during your stay. You are also right about the online check-in. Completing everything in advance should make your arrival easier, not result in having to repeat the same paperwork. Your comments about our team's friendliness concern me, and I will personally discuss them with my colleagues. Hospitality should always begin with a warm welcome and a willingness to help. I sincerely hope that, despite these experiences, you and your friends enjoyed your time in Hamburg. I would appreciate the opportunity to welcome you back one day and leave you with a much better impression of our hospitality. Warm regards from your water tower Ole Meyer-Engelke Hotel Manager

Dear Avinash, Thank you for sharing your experience with us. I am genuinely sorry to read how disappointed you were with your stay at our water tower. What concerns me most is that you did not feel listened to or properly cared for by our team. Your requests for a kettle and a larger blanket should have been handled with greater attention, and I regret that we were unable to make you feel comfortable. I am equally sorry that the room temperature did not meet your expectations. Our rooms are equipped with air conditioning, and I will have your concerns regarding its performance looked into. As Hotel Manager, I take your comments about our reception team and the overall service very seriously. Genuine hospitality means listening to our guests, understanding their needs and making every effort to help them. Unfortunately, we clearly fell short of that during your visit. I understand your disappointment and regret that we have left you with such a negative impression of our hotel. Warm regards from your water tower Ole Meyer-Engelke Hotel Manager

Dear Cedric, First of all, thank you for your continued loyalty to our water tower. It means a great deal to us that you choose to stay with us whenever your travels bring you to Hamburg. That makes it all the more disappointing to read about your experience at checkout. As a returning guest, you know our hotel and our team, and you should be able to count on the same warm and attentive service every time you visit. I'm very sorry that we let you down on this occasion, particularly at the very end of your stay. I also understand that you have already written to us and are waiting for a response. I will personally follow up on your email, because your concerns deserve a proper answer rather than just a standard apology. I'm glad that you still enjoy our hotel and the lively atmosphere of Sternschanze. I sincerely hope this experience won't overshadow the many visits you have made to us. Dear Cedric, thank you again for your loyalty and your honesty. I look forward to welcoming you back and making sure your next visit leaves you with the positive impression you have come to expect from us. Warm regards from your water tower Ole Meyer-Engelke Hotel Manager

Dear Bardia, I am truly sorry to read how disappointed you were with your stay at our water tower. What concerns me most is your experience with our team. Feeling respected, welcomed and well cared for should be a matter of course in any hotel. The fact that you experienced the opposite is particularly disappointing to me as Hotel Manager. I don't know exactly what happened during your interactions with our colleagues, but I take your comments very seriously. I will personally address your feedback with our team, because friendliness and respect are not optional parts of hospitality. They are the foundation of it. I also regret that your room, the Wi-Fi connection and the overall value of your stay fell short of your expectations. I can understand why you have left with such a negative impression, and I am genuinely sorry that we did not provide the experience you deserved. Thank you for being open about your disappointment. I would welcome the opportunity to learn more about what happened and, hopefully, regain your trust in the future. Warm regards from your water tower Ole Meyer-Engelke Hotel Manager

Dear Nuwan, Thank you for taking the time to describe your experience in such detail. I have read your feedback carefully, and I am genuinely sorry that we made you feel unwelcome at our hotel. What particularly disappoints me is that you experienced difficulties with our reception team not once, but twice. You were simply asking reasonable questions, and I would have expected my colleagues to respond with patience, kindness and a willingness to help. The situation regarding the city tax is especially frustrating. If you explained that you had already paid, our team should have taken the time to check the payment records rather than leaving you feeling that you had made a mistake. I completely understand why this upset you. You are absolutely right about one thing: the reception team creates both the first and the last impression of a hotel. As Hotel Manager, I take that responsibility very seriously. I will personally review your experience with our Front Office team, including how we communicate charges and handle concerns raised by our guests. I also want to thank you for your kind words about our restaurant colleagues. I am glad they made you feel welcome, even though your overall experience was so disappointing. Dear Nuwan, hospitality is about people, and you deserved to be treated with genuine warmth and respect throughout your stay. I am sorry we failed to deliver that. Thank you again for your honesty. Your feedback gives me a clear reason to address these shortcomings with my team. Warm regards from your water tower Ole Meyer-Engelke Hotel Manager

Dear Daniel, Thank you for taking the time to share such detailed and constructive feedback about your stay. I'm glad to hear that you enjoyed our breakfast and were particularly impressed by the cleanliness of your room. Your kind words about our housekeeping colleagues mean a lot, and I will gladly pass them on to the team. However, I'm sorry that you struggled to get a good night's sleep. Especially when travelling for business, a comfortable bed and a pleasant room temperature are essential. I understand how frustrating it must have been when the bedding and ventilation made it difficult for you to rest. I'm equally concerned about the fluctuating shower temperature. This is certainly not something you should have to deal with during your stay, and I will ask our technical team to look into it. Your experience trying to reach our reception by phone is also disappointing. When a guest needs assistance, reaching someone should be simple. Having to navigate through the booking option just to speak to a colleague is clearly not the service we want to provide. Dear Daniel, I appreciate that you also took the time to recognise what we did well. Your feedback gives me a clear picture of where we need to improve, and I will address these points with my team. I hope we will have another opportunity to welcome you to our water tower and provide you with a much more comfortable and relaxing stay. Warm regards from your water tower Ole Meyer-Engelke Hotel Manager

Dear Valerija, What a lovely review! Thank you so much for your kind words and for giving us a perfect score. I'm delighted that you felt so comfortable in our water tower and enjoyed your time in Hamburg. Knowing that everything from your room and breakfast to the friendliness of our team made your stay a pleasant one really means a lot to me. I'm also particularly happy that you appreciated our efforts to be more environmentally conscious. It's wonderful when our guests notice and value these little steps. I hope you took some lovely memories of Hamburg home with you. Whenever your travels bring you back to our beautiful city, we would be delighted to welcome you again! Warm regards from your water tower Ole Meyer-Engelke Hotel Manager

Dear Wilmar, Thank you for taking the time to share your experience with us. I am pleased that you appreciated our hotel, its location and our breakfast. However, I am truly sorry that your arrival was such a frustrating experience. Despite presenting your reservation confirmation and identification, you had to repeatedly explain yourself before the misunderstanding was resolved. What concerns me most is that you did not feel listened to. A warm welcome, attentiveness and professionalism are essential parts of our hospitality. I take your feedback seriously and will personally address this experience with our reception team. I hope we will have another opportunity to welcome you to our historic water tower and leave you with a much better impression. Warm regards from your water tower Ole Meyer-Engelke Hotel Manager

Dear Liam, Thank you so much for your lovely review. It is wonderful to hear that you and your family had such an enjoyable stay with us. I particularly enjoyed reading about your children exploring our breakfast buffet! It is also a pleasure to know that you appreciated the unique combination of history and modern comfort in our water tower. Your kind words about our team mean a great deal to me, and I will gladly share them with everyone. We would be delighted to welcome all four of you back to our water tower on your next visit to Hamburg. Warm regards from your water tower Ole Meyer-Engelke Hotel Manager

Dear Emma, Thank you so much for your wonderful review! I am delighted that you enjoyed the unique architecture of our historic water tower, your spacious room and especially our breakfast. I also appreciate your decision to support our sustainability efforts by opting out of daily housekeeping. Thank you for your honest comments about the friendliness of our reception team and the Wi-Fi speed. A warm welcome is very important to me, and I will certainly address your feedback with my colleagues. It would be a pleasure to welcome you back to our water tower on your next visit to Hamburg. Warm regards from your water tower Ole Meyer-Engelke Hotel Manager

Dear Michael, thank you very much for your lovely review. I’m pleased that you enjoyed our location and had such a positive overall impression of your stay. And it sounds like there is already a good reason to come back – next time hopefully with a little more time to enjoy the hotel and everything the water tower has to offer. We would be very happy to welcome you again on your next visit to Hamburg. Warm regards from your water tower Ole Meyer-Engelke Hotel Manager

Dear Alexey, thank you very much for your lovely review. I’m pleased that you enjoyed your stay with us and especially liked our breakfast. Thank you as well for your note about the blanket size – that is certainly useful feedback for us. We would be very happy to welcome you both back to our water tower on your next visit to Hamburg. Warm regards from your water tower Ole Meyer-Engelke Hotel Manager

Dear Bomsu, thank you very much for your very positive and detailed feedback. I’m especially pleased that you found the hotel so clean and appreciated the location, our service, the meals and the spotless condition of your room and bathroom. Thank you as well for your feedback regarding breakfast and the fitness centre. We know that the current gym setup does not fully meet every guest’s expectations, and the topic is clearly on our radar. We would be very happy to welcome you back to our water tower on your next visit to Hamburg. Warm regards from your water tower Ole Meyer-Engelke Hotel Manager

Dear Mads, thank you very much for your lovely review and your clear recommendation. I’m pleased that you and your family enjoyed your stay and that our building, location, cleanliness and team met your expectations. Thank you as well for your comments regarding the WiFi speed and our underground parking. Due to the historic structure of the water tower, some of the parking spaces are indeed quite narrow. It is especially nice to hear that you chose us because of the building and location and were not disappointed. We would be very happy to welcome you and your family back to our water tower on your next visit to Hamburg. Warm regards from your water tower Ole Meyer-Engelke Hotel Manager

Dear Gerjan, thank you very much for your detailed and open feedback. I’m pleased that you enjoyed our location, the cleanliness of the hotel and our breakfast. At the same time, I’m sorry that your experience in the restaurant and Cave Bar did not meet expectations. Your comments about the online check-in are also important. If you complete your details in advance, the arrival process should feel easier and more efficient – not as though you have to start again. The same applies to the accuracy of the information on your bill. Thank you as well for your feedback regarding our team and the WiFi connection. These are exactly the details that shape the overall guest experience. I’m glad your stay was positive overall, and we would be very happy to welcome you back to our water tower on your next visit to Hamburg. Warm regards from your water tower Ole Meyer-Engelke Hotel Manager

Dear Malte, thank you very much for your detailed and balanced feedback. I’m pleased that you enjoyed our location, the wide breakfast selection and the service from our team. Thank you as well for your comments regarding the room and the soundproofing. The window should of course be in proper condition, and your feedback on the noise level is valuable to us. Our central location with excellent public transport connections is a real advantage, though it can also mean that some rooms are more exposed to outside noise than others. It is great to hear that you still had a pleasant stay overall and would recommend us. We would be very happy to welcome you back to our water tower. Warm regards from your water tower Ole Meyer-Engelke Hotel Manager

Dear Valerie, thank you very much for your detailed and open feedback. I’m pleased that you found your room comfortable and accessible and that our reception team was helpful throughout your stay. Thank you as well for your honest comments about breakfast. The selection should be easy to navigate, and the available options should be clearly communicated. Your feedback on quality and variety is valuable to us. Regarding the surroundings, our hotel is located in the lively and diverse Sternschanze district. While the public area is outside our direct control, it is important to us that our guests feel well looked after during their stay. I’m glad that the convenient public transport connections and your overall experience were positive, and we would be very happy to welcome you back to our water tower. Warm regards from your water tower Ole Meyer-Engelke Hotel Manager

Dear Petra, Thank you for taking the time to share your feedback with us. We are pleased that you found our team to be helpful and that all was fine during your interactions with them. However, we are truly sorry to hear that some aspects of your stay did not meet your expectations. We understand how tiring long-distance travel can be, especially after a journey from South Africa. Our check-in time is 3 p.m., and we do offer an early check-in option subject to availability for a small supplement. The next time you visit, our reception team will be happy to assist you with this. Nonetheless, we are glad that you would recommend our hotel to friends or colleagues and that you value our loyalty programme. We hope to have the opportunity to provide you with an improved experience. With warm regards from the Hanseatic city, Tämer El Serafy - Front Office Manager