Kastens Hotel Luisenhof

Recent Reviews: 641

• User:Sunwatcher3

  Trip type: Family

  Beautiful Hotel, But Completely Ruined by Rude and Unprofessional Staff”

  20 Nov 2025

  I recently stayed at this hotel and while the location and interior are genuinely beautiful, the overall experience was heavily overshadowed by the unprofessional behavior of the staff, especially at the reception.The reception manager and several employees were consistently rude, unfriendly, and noticeably uninterested in assisting guests. Their cold, dismissive attitude and unwillingness to do their jobs properly left a very negative impression. It is extremely disappointing to see a hotel with such a long-standing reputation being damaged by staff who clearly lack professionalism, hospitality, and basic customer care.This hotel’s historic reputation is being ruined by poor staff selection and unwelcoming employees whose behavior simply does not match the standards the hotel claims to have. With such an unprofessional and indifferent team, the overall atmosphere becomes uninviting and far from what guests expect.Beautiful hotel, great location — but the staff’s attitude completely undermines the experience. Daniel Körner, Sales at Kastens Hotel Luisenhof, responded to this review Dear Guest,Thank you very much for taking the time to share your impressions of your stay with us. We are truly sorry that you did not feel completely comfortable during your visit.At the same time, we would like to clarify a few points from our perspective: Upon your arrival, it was a walk-in check-in the evening before, and no valid credit card was provided. Payment was made in cash only. Furthermore, the Opera Suite you had booked was occupied until approximately 1:30 PM. Our standard check-out time is 11:00 AM, and use of the room beyond this time is only possible upon prior request.We made multiple attempts to find a satisfactory solution for you and ultimately offered to waive the late check-out fee in order to make the situation as comfortable as possible.We would also like to emphasize that we are extremely proud of our staff. They are the backbone of our hotel and the foundation of the exceptional experience we strive to offer every guest. Our team works with utmost dedication, professionalism, and warmth to ensure that each stay is a positive one, and we highly value their commitment and efforts.We regret that despite all efforts, your experience did not meet your expectations. Please rest assured that we take your feedback seriously and will continue to review our processes to maintain our high standards of service.We hope that you will still remember the positive aspects of your stay, such as our central location, beautiful rooms, and welcoming atmosphere.Kind regards,Marc BiewaldGeneral Manager

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• User:Richard A

  Trip type: Family

  Beautiful Hotel, Shockingly Unprofessional Staff – A Very Disappointing Stay”

  19 Nov 2025

  I have stayed in many hotels across Germany, and I had often heard that hospitality standards can be surprisingly weak. Unfortunately, this hotel was the clearest example of that.We booked one of the highest-category suites in Hanover and arrived around 9:30–10:00 PM. Despite the hotel’s premium price, no one helped with our luggage, and when we reached reception, there was no staff member at the desk. We waited for quite some time, calling out multiple times with no response. Eventually, we had to go to the bar and ask the bartender to send someone. After nearly ten minutes, a receptionist finally arrived. Not the welcome you expect from a so-called 5-star hotel.The hotel itself looks charming, and our suite was beautiful. However, the bar food was extremely disappointing. At 10 PM only the bar menu was available, and the quality was far below 5-star standards: cold fries, wilted salad clearly prepared long before, and overall very poor dishes. The bartender was kind, but good service cannot compensate for low-quality food.The next morning was the worst part of the stay. We were slightly late returning to the room before checkout because we were exploring the city. We informed the hotel by phone, yet within one hour, four different staff members came to the room trying to push us out. Their tone became increasingly rude, insisting we had to leave immediately and even demanding a late-checkout fee because, according to them, checkout was at 11—though no other hotel in Germany had ever acted this way toward us.When we finally reached reception to check out, around ten staff members surrounded us, pressuring us again for a late-checkout fee and speaking in an unprofessional, unpleasant manner. This level of aggression and discourtesy is absolutely unacceptable in any hotel, let alone one positioned as luxury.The hotel building is lovely, but the staff—especially the person claiming to be the front desk manager—were shockingly unprofessional, rude, and far from welcoming. It left a very bad impression, and despite the high room rate, the experience was far below expectations.I cannot recommend this hotel. Beautiful property, but extremely poor hospitality. Not worth the price, and certainly not an experience I would repeat. Daniel Körner, Sales at Kastens Hotel Luisenhof, responded to this review Dear Guest,Thank you very much for taking the time to share your feedback regarding your stay with us. We greatly value detailed input from our guests, as it helps us to continuously reflect on and improve our service.We would like to respectfully clarify a few points from our perspective. Upon your arrival, it was a walk-in check-in around 9:30–10:00 PM, and payment was made in cash, as no valid credit card was provided. We sincerely regret that assistance with your luggage was not immediately available in this situation and would like to apologize – this does not reflect our usual high standard of service.Regarding the late check-out: Our standard check-out time is 11:00 AM. The Junior Opera Suite is a unique room in our hotel, available only once. Given that the room had already been booked from 3:00 PM on the day of arrival, and that no late check-out had been requested in advance, it was necessary for the room to be vacated by 12:00 PM at the latest to allow for proper cleaning and preparation for incoming guests. We also ask for understanding and respect toward our housekeeping team, as it is essential that our staff can rely on guests adhering to hotel policies. To accommodate you, our team even offered to waive the late check-out fee in order to provide a fair and guest-friendly solution.We would also like to address your comments regarding the food at our bar. We sincerely regret that the quality of the dishes did not meet your expectations. This is not reflective of our usual standards – we place great emphasis on fresh, high-quality cuisine and will use your feedback as an opportunity to review our processes and preparation methods to ensure this standard is consistently maintained.Furthermore, we would like to emphasize that our team is the backbone of our hotel and the foundation of the exceptional experience we strive to offer every guest. Each staff member acts with dedication, professionalism and genuine hospitality. We are proud of their commitment to providing every guest with a warm and welcoming experience.We regret that your stay did not fully meet your expectations, and we will continue to review our procedures to ensure that our high service standards are consistently maintained.Regards,Marc BiewaldGeneral Manager

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• User:Veronica J

  Trip type: Couples

  Great room - wonderful staff!

  10 Jul 2025

  Great hotel with clean fresh rooms with air conditioning. Our room was also surprisingly quiet, when the door to the small/ French balcony was closed we couldn't hear any street noises . We had a comfortable double bed with fluffy duvets, and a large clean bathroom with toiletries. All the staff was outstanding, from reception staff to bartenders and restaurant waiters, to the kind gentleman who brought us an iron and iron board, and even offered to set it up for us.We did not have breakfast at the hotel so I can't grade it, but based on the rest of our stay I am sure it is good. Daniel Körner, Sales at Kastens Hotel Luisenhof, responded to this review Dear Guest,Thank you so much for your wonderful feedback!We are delighted to hear that you enjoyed your stay with us – from the quiet and comfortable room with air conditioning to the fresh amenities and clean bathroom. Your kind words about our staff mean a lot to us. It’s great to know that every team member, from reception to service and housekeeping, contributed to making your stay special.We’re especially pleased to hear that even the small gestures, like setting up the ironing board, were appreciated – that’s exactly the kind of attentive service we strive for.While you didn’t have the chance to try our breakfast, we hope to welcome you back in the future so you can enjoy it as well!Warm regards,Marc Biewald, General Manager

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• User:Patterson H

  Trip type: Business

  Exceptional Care During a Difficult Stay

  02 Apr 2025

  I traveled from the US to Hanover on business to attend a conference and unfortunately fell quite ill during my stay. What could have been a truly miserable experience was completely transformed by the extraordinary care and service provided by the staff at Kastens Hotel Luisenhof.From the moment I informed them I wasn’t feeling well, the staff went above and beyond in every possible way. They helped me find a doctor, arranged transportation, and ensured I had everything I needed to rest and recover comfortably in my room. They even went so far as to pick up my medication from the pharmacy—something I never expected but deeply appreciated.Room service was prompt and considerate, and every interaction with the staff felt genuine and caring. In a foreign country, far from home and under the weather, they made me feel supported, safe, and cared for.I can’t recommend this hotel enough—not just for its elegance and location, but for the kindness and humanity of the people who work there. They truly made the best out of a very bad situation, and I am so grateful. Daniel Körner, Sales at Kastens Hotel Luisenhof, responded to this review Dear Guest,Thank you very much for your feedback about our hotel. I am pleased to read that we were able to provide you with a pleasant stay – despite all the circumstances. I will be happy to pass on your praise to our colleagues.I would be delighted to welcome you as our guest on your next visit to Hanover.I wish you all the best.Sincerely,Marc BiewaldGeneral Manager

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• User:ollih469

  Trip type: Couples

  really great Wiener schnitzel

  12 Jan 2025

  We were traveling with our dog and received really good service from the hotel's restaurant. The Wiener schnitzel they served was absolutely amazing, I've never had such good schnitzel before. It was also nice to meet and talk with the Hotel Manager. He is a very pleasant gentleman. Daniel Körner, Sales at Kastens Hotel Luisenhof, responded to this review Dear guest, thank you very much for your wonderful feedback on our MARY's Restaurant. We will pass on your praise to our colleagues in service and the kitchen. Best regards from our General Manager, Marc Biewald.We look forward to your next visit to MARY's Restaurant, Leo's Bar, and/or the Lusienhof.Sincerely,Daniel KörnerHead of Sales & Marketing

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