Dear Leo, thank you for taking the time to share your experience so openly. I am very sorry that we did not provide you and your partner with the level of hospitality and attention you rightly expected from us. The defective bathroom shutter clearly affected your privacy and comfort. What concerns me just as much is that you did not feel properly supported afterwards. Even when an immediate technical solution is not possible, we should communicate clearly, look for alternatives and make our guests feel genuinely looked after. I also regret that your ALL Gold status was not properly recognised and that your request regarding a late check-out was not handled with the attention and explanation it deserved. As your experience is important to me, I have already contacted you personally by email and hope we can continue the conversation directly. Warm regards from your water tower Ole Meyer-Engelke Hotel Manager

Dear Emily A., thank you for taking the time to share your detailed feedback. I am pleased that you found the room reasonably clean, but I am very sorry that your overall experience fell so far below expectations. During your stay, our air-conditioning was affected by a temporary technical issue. With outside temperatures around 32°C, I fully understand how significantly this impacted your comfort and sleep. A fan could only provide limited relief. The air-conditioning is now operating normally again. What concerns me just as much is the communication you experienced. You should have been informed clearly about the situation at check-in, and the responses you describe do not reflect the attentive and respectful service we expect from our team. Your comments regarding the slow check-in process, check-out experience and room service are also being taken seriously. Thank you as well for your loyalty as an ALL Classic member. I regret that this stay left you with such a negative impression of our hotel. Warm regards from your water tower Ole Meyer-Engelke Hotel Manager

Dear Mary, thank you very much for your fantastic review and for giving us full marks in every category. I am delighted that you especially appreciated the cleanliness of your room and the service provided by our team. It is wonderful to know that you and your family had such a positive stay with us. Thank you as well for your loyalty as an ALL Classic member and for your full recommendation. We hope to welcome you and your family back to our historic water tower on your next visit to Hamburg. Warm regards from your water tower Ole Meyer-Engelke Hotel Manager

Dear Mr. G., thank you for taking the time to share such detailed feedback. I am pleased that you appreciated our location, the character of our historic water tower and the variety of our breakfast. I am sorry that the temporary technical issue with our air-conditioning affected your stay so significantly. I also understand your frustration with the communication about when the system would be available again. The air-conditioning is now operating normally. Your comments regarding the pillow menu, replenishment of toiletries, Wi-Fi access and our Chocolate Hour are equally valuable. These are all details that shape the overall experience, and I regret that several of them did not meet your expectations during this visit.service. Thank you as well for your loyalty as an ALL Classic member. I hope we will have the opportunity to welcome you back and provide a much more consistent stay. Warm regards from your water tower Ole Meyer-Engelke Hotel Manager

Dear Melanie, Please accept our sincere thanks for this glowing review. We’re delighted our team made your birthday stay memorable with a warm welcome and that you found your room perfectly maintained. However, we regret the technical aspects of your bathroom experience fell short of our usual standards. Our maintenance team has been alerted to review water pressure consistency. Regarding the weekend ambiance, we recommend our Sleep Rooms on higher floors for future stays as they feature enhanced soundproofing. Finally, we hope you enjoyed exploring Hamburg’s vibrant Sternschanze district from our central location opposite the metro station. It would be a pleasure to welcome you back. With warm regards from the water tower, Michael Lutz, General Manager

Dear Geraldine, We appreciate your kind review. Thank you for sharing your feedback about your recent family stay at Mövenpick Hotel Hamburg. We are delighted you found your accommodation comfortable during your time with us. Our team takes pride in creating welcoming spaces for families to relax together. However, we regret the challenges you faced when adjusting your booking. While our website allows self-service modifications, we acknowledge this instance fell short of expectations. Our staff remains available around the clock to assist with such requests directly. Nonetheless, we are pleased our quality standards met your expectations and contributed to an enjoyable stay overall. We look forward to welcoming you for another pleasant stay. With best regards from the Schanzenpark, Michael Lutz, General Manager

Dear Deborah, Thank you for letting us know about your concerns. We appreciate your acknowledgment of our convenient location near Sternschanze Station, which offers direct access to public transport networks. However, we sincerely apologize that your experience fell short in several areas. The safety and comfort of solo travelers like yourself remains a priority, and we regret the unease you felt during your walks. We take note of your observations about room quality and bar service, and will review these aspects to better align with guest expectations moving forward. We hope you will consider staying with us again in the future. Best regards from the Hanseatic city, Michael Lutz, General Manager

Kjære Trond, Takk for din konstruktive tilbakemelding. Vi er glade for at du likte rommene og deres innredning under ditt besøk. Vårt moderne utvalg av rom er designet for å gi en komfortabel base for våre gjester. Vi beklager ulempene med bestillingen og innsjekkingsprosessen. For gruppebestillinger over tre rom, anbefaler vi alltid å kontakte resepsjonen direkte for personlig hjelp. Dette sikrer en smidig prosess fremover. Vi håper beliggenheten ved Sternschanze ga deg mulighet til å utforske byens pulserende områder og praktiske transportmuligheter. Vi gleder oss til å ønske deg velkommen tilbake. Ha en fin dag. Michael Lutz, General Manager

Dear Martin, Thank you for choosing our hotel. We are delighted to hear you had such a pleasant stay at Mövenpick Hotel Hamburg. Your appreciation for our central yet tranquil location and comfortable accommodations makes us proud. The panoramic views from our upper floors never fail to impress, and we are thrilled you enjoyed them from the 15th floor. Our reception colleagues will be encouraged by your kind words about their service. As a Gold member, your continued trust in our loyalty program is truly valued. We look forward to welcoming you for another pleasant stay. With best regards from the Schanzenpark, Michael Lutz, General Manager

Dear H., Thank you for choosing our hotel and for sharing your review. We are glad you found elements of our morning service enjoyable during your family stay. Our breakfast team works carefully to maintain quality across our buffet selections. However, we are sincerely sorry that some aspects of your stay did not meet your expectations. We regret the maintenance and housekeeping shortcomings in your accommodation, particularly given our usual standards for family comfort. Our 24-hour reception team remains available to resolve such matters promptly during stays, and we will review your feedback with relevant departments. We hope to welcome you back for a more enjoyable stay in the future. With warm regards from the Schanzenpark, Michael Lutz, General Manager

Dear Alice, Thank you for this review. We are thrilled to hear you had such a wonderful stay at Mövenpick Hotel Hamburg. Our team takes pride in providing modern accommodations in our historic setting, and we’re glad you found both your room and our service to your liking. The adjustable climate controls and soundproof windows in our rooms are designed to ensure comfort. We’ve noted your concerns regarding the internet connection and assure you that our security measures are continuously monitored. Nonetheless, we hope you appreciated our prime location in Sternschanze, surrounded by vibrant attractions and excellent transport links to Hamburg’s highlights. We look forward to welcoming you for another pleasant stay. With best regards from the Schanzenpark, Michael Lutz, General Manager

Dear Julian, Thank you for taking the time to share your feedback. We’re pleased you found our breakfast offerings enjoyable. However, we sincerely regret that several aspects of your stay fell short of expectations. Our team strives to maintain equipment functionality and connectivity standards, and we regret any inconvenience caused. Please know we’ve shared your comments with relevant departments for review. Finally, we’re grateful you recognised our prime position opposite Sternschanze Station, which provides convenient access to Hamburg’s main attractions. We hope to welcome you back for a more enjoyable experience in the future. With warm regards from the Schanzenpark, Michael Lutz, General Manager

Sehr geehrte Frau M., Vielen Dank für Ihre ausführliche Bewertung Ihres Aufenthalts bei uns. Es freut uns sehr zu hören, dass unser Barkeeper aus Fuerteventura Sie mit seinem herzlichen Service begeistern konnte. Wir bedauern aufrichtig, dass einige Aspekte Ihres Aufenthalts nicht Ihren Erwartungen entsprochen haben. Die von Ihnen beschriebenen Unannehmlichkeiten mit der Bettwäsche, dem Badezimmer, der Jalousie und der Klimaanlage entsprechen nicht unserem gewohnten Standard. Unser Team steht unseren Gästen rund um die Uhr zur Verfügung, um solche Situationen umgehend zu beheben und für einen angenehmen Aufenthalt zu sorgen. Wir würden uns freuen, Sie bei einem weiteren Aufenthalt von unserer gewohnten Qualität überzeugen zu dürfen. Mit besten Grüßen Michael Lutz, General Manager