Residence Inn by Marriott Hamburg Altona

Exceptional

Great place to stay in...

Liked: Good location near S bahn. Polite personel. Clean and well equiped rooms.

Modern hotel, poor service

Liked: Room size and quality; modern hotel; free drinks to make up for poor service
Disliked: Poor qualität of service: there was no welcoming on arrival, but a note at the empty reception told us to check in at the Moxy hotel next door which had a long queue, as there were guests from both hotels trying to check-in. When served, we were told our room number and the breakfast time: 6.30-10.30 am. On arrival at the room, there was no sofa bed prepared, which we needed for our child (which i had mentioned clearly during the booking process). Also, there was no milk for the coffee maker in the room. So, back to reception for making a complaint where we had to queue again. Long story short: housekeeping made up the sofa, bed but never brought coffee milk. The next morning it turned out that breakfast was only until 10 a.m. during week days, so we hardly had time to eat. Dishes were taken away while we were still eating, which felt uncomfortable. Another group of guests was sent away altogether when they turned up after ten o'clock - they had also been told the wrong breakfast time at reception.

Good serviced apartment to stay...

Liked: These serviced apartments had everything we needed for our stay - a functional kitchen, abundance of space and everything to literally live there. Clean bathroom, overall quite tidy. Large TV. It is a medium stroll from the train station and has a few shops around if needed. Very friendly staff on Moxy reception side. It was overall really OK.
Disliked: Residence Inn by Marriott Hamburg and Moxy Hamburg are two hotels within the same building. When trying to find someone at Marriott side - there was nobody, and it was a bit confusing to check in within Moxy reception.When entering the Residence Inn by Marriott Hamburg - I was greeted by a heavy cigarette smoke smell. Throughout my stay I could see same people sitting outside near the door day by day and using the front area as a permanent smoke yard. After speaking to other people I realized that the hotel hosts Ukrainian refugees who live there on long-term basis. Something worth to note.Cleanliness was on the average scale. I don't know if it is related to the fact that some people do live there for a very long time, but bed carpets were stained, and I really didn't like the cover of the mattress. It was the worst mattress cover I've seen to be honest. It was uncomfortable to sleep on top of it because it had tiny rolled material balls due to heavy usage, which even gave an itchy feel. Plus sprinkled with hair. Smell on the ground floor was also not fresh, it actually smelled more like a communal dwelling rather than a hotel.I tried a breakfast and it was mediocre. Very primitive selection, but would do enough to just get a bite and go to a better restaurant.With just a few small tweaks I could easily give it an 8.

Very good

Exceptional

Room stinking of cigar smoke,...

Liked: Personel was great and polite and helpful. Decent gym, good breakfast
Disliked: I already put a complaint about this with No answer, as I required a refund for my first night.The room was absolutely stinking of cigarette smoke, which was an awful experience, especially arriving late after my luggage was lost, tired. Room w’s changed the next day- a waste of money to be honest the first night.On the noisy side ( noisy neighbours)

Stinky toom of cigarette smoke

Liked: Amazing reception Ladies . Very helpful, Nice , professional and extremely kind. Helped with the luggage, bad room (see below) and overall guidance.
Disliked: Stinking of cigarette smoke - unacceptable experience , I would like to file a claim and request for a refund for the 19-20 stay. I have changed the room (again the Nice receptionists Ladies ) and stayed 20-24 in a decent , NOT stinking room.

Exceptional

Liked: Modern spacious apartment. Very quiet as the rooms are sound proof.Walking distance from a station and a supermarket.Staff from the Moxy are really friendly and helpful. (We collected ice from them every evening)
Disliked: Smart tv’s to be installed.