Premier Inn Hamburg City Alster Hotel

Recent Reviews: 81

• User:F H

  Trip type: Friends getaway

  Avoid This Hotel: Extremely Poor Housekeeping, Rude Staff, and Serious Dirty Bed Linen

  31 Mar 2026

  My experience at this hotel was extremely disappointing. The receptionist who checked us in was unfriendly, unwelcoming, and difficult to approach, which created a poor first impression from the start.The room cleaning service was equally frustrating. Housekeeping was not provided automatically, and every morning before 12pm we had to go to reception to request that the room be cleaned. What made this worse was the staff’s attitude, which often seemed reluctant and irritated whenever we asked. Guests should not feel like they are causing a problem simply by requesting a basic hotel service.On one occasion, despite informing reception and being assured that the request had been noted, our room was still not cleaned. When I later went downstairs to ask for clean towels, there was not even an apology for the oversight. It was explained that the night reception/security staff had written down the room numbers, but the information was either forgotten or never passed on to housekeeping. If the hotel chooses not to clean rooms by default, then it is even more important that staff handle guest requests properly and do not forget them.I also found it unacceptable that the bed sheets were not changed, even when the room was cleaned. More concerning, on arrival I noticed that the bed linen appeared dirty, which gave the impression that sheets may not have been replaced between guests. This is completely unhygienic and, frankly, disgusting.Saving water or being environmentally conscious should never come at the expense of cleanliness, hygiene, or basic guest comfort. The staff urgently need to improve their attitude toward guests, and the hotel seriously needs to review its housekeeping standards. I would not recommend staying here, especially if cleanliness is important to you.Any hotel in Hamburg can be considered well located, thanks to the city’s efficient and easy-to-use public transport system. The best feature of this hotel was the lounge, which provided a pleasant space to sit, relax, and unwind.

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• User:Renwar N

  Trip type: Family

  Terrible

  17 Oct 2024

  I rarely write negative reviews, but my stay at Premier Inn Hotel Alster Hamburg left me quite disappointed. The communication via email was frustrating and inefficient. I clearly requested an extra bed for my child, and after confirming this twice, I never received a response. I attempted to call the hotel to ensure everything was in order, but no one answered. Upon arrival, I was informed that they no longer had access to booking.com, which made no sense since I had replied within 10 minutes of their last message. Ultimately, no extra bed was provided, and they claimed to be fully booked, not even offering a child’s bed. The manager showed no interest in resolving the issue or offering an apology.Secondly, we have been staying here for four days now, and our room hasn’t been cleaned once. Despite seeing the cleaning staff on our floor, our room was consistently ignored, which is unacceptable.The location is uninspiring. While it’s close to a subway station, there’s little else in the area.On a positive note, the breakfast is good, albeit not large, and the lobby smells pleasant.Overall, I am very disappointed and would not recommend this hotel. Premier Inn Hamburg City Alster, Guest Services / Front Office at Premier Inn Hamburg City Alster hotel, responded to this review Dear Renwar,Thank you for taking the time to share your feedback regarding your recent stay at Premier Inn Hotel Alster Hamburg. We genuinely apologize for the inconveniences you experienced, as this is not the level of service we strive to provide.We understand how important clear communication is, especially when it comes to special requests like an extra bed. We're sorry for the frustration caused by the lack of response and the difficulties you encountered when trying to reach us by phone. Your concerns about the reservation and the extra bed not being available are being taken seriously, and we will investigate the matter further to ensure better communication in the future.Regarding housekeeping, we sincerely apologize for the oversight in not cleaning your room during your stay. We are proud to donate every cleaning pro actively to charity organisation named chiildren, if you are requesting the cleaning at the front desk at check in or during your stay, we are happy to clean your room. We appreciate your positive comments about the breakfast and the pleasant atmosphere in the lobby. We hope you might consider giving us another chance in the future, as we strive to improve our services.Thank you once again for your feedback.Best regards,Your Premier Inn Hamburg Alster Team

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• User:594cathalo

  Trip type: Couples

  So So

  30 Oct 2023

  Staff not very friendly, hadn't booked breakfast but got coffee in the morning in reception, everything seemed like a chore for staff in taking payment and serving coffee 3rd day no hot water, couldn't have a shower, wasn't informed, asked about it, told they didn't know when it would be back, that was AM, asked again at 5.00pm, still no answer. Convenience, excellent, location excellent, cleanliness excellent, staff So So, would I recommend, ?The jury is out.

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• User:123Isolabella456

  Trip type: Business

  Business Hotel with everything one needs

  27 Oct 2023

  Solid hotel for business trips, rooms sufficiently large, beds rather small. There are better Premier Inns but still one of the best business hotels in Hamburg with a central location.Check in is sometimes really slow, check out really fast. There is a supermarket in the "backyard" of the hotel 7-22 hrs.

• User:karenabe08

  Trip type: Family

  Bad cleaning and missing items

  22 Oct 2023

  At first, it seemed a nice hotel, with good price. Localization is indeed very good, near two subway stations and bus stops. You can easily reach downtown in 10min. But cleaning is really bad. I had to move our sofabed and there were crumbs on the floor. Crumbs that could be easily cleaned with a vacuum cleaner. And the shower drain was clogged. My husband had to clean it by himself so our bedroom wouldn't get flooded. It was disgusting. And on top of that, a pair of socks went missing on our first night there. It was not a valuable item, but it always concerns me when there are missing items in a hotel bedroom.

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