Renaissance Hamburg Hotel

My 73-year-old Asian parents stayed at the Renaissance Hamburg Hotel from May 25–27, 2026. What should have been a pleasant stay ended in an incredibly upsetting, degrading experience involving clear racial bias and severe staff misconduct. While entering the lift with my elderly parents, a staff member named Kondo (see photo, valet) was already inside. As my mother took a moment to look for her room card, a white female guest entered. Kondo immediately stepped in, asked for her floor, and used his staff card to press the button for her. Meanwhile, my mother and I were ignored and left to struggle. When I politely approached Kondo afterward to ask why he assisted the other guest but not us, he gave a dismissive "I don't know" and walked away. While I waited in line to speak to the front desk, he stood in the reception area shaking his head and smirking at me. The hostility escalated when I spoke to Ms. Sturi (see photo) at reception. While I explained the incident in English, Kondo stood right next to her, intentionally speaking over me to her in German. Ms. Sturi then offered completely contradictory, defensive excuses—first claiming Kondo was sent to help the other guest, then claiming she didn't help us because she "saw" I wasn't a guest. Worse, she initially refused to give me a complaint email address unless I handed over my parents' room number, which felt incredibly intimidating and like a tactic to prevent a complaint. No paying guest or family member should ever leave a premium hotel feeling racially discriminated against, dismissed, and mocked by staff. The dismissive attitudes, lack of basic courtesy, and complete failure of hospitality from both the valet and reception management are absolutely unacceptable for a Marriott brand. We will be escalating this formally to Marriott Corporate and relevant travel representatives in Germany. If you expect equal, respectful treatment and professional service, avoid this hotel.

Das Zimmer war sehr geräumig.

Es war etwas ringhörig.

Die Lage ist besonders Toll. Frühstück sehr ausgiebig

Leider sind die Fenster nicht Schalldicht. Abends fahren dort Jungen Neureichen mit Ihren dicken Karren! Man hat das Gefühl man liegt neben der Nordschleife!

Muy buena ubicación

Ubicación excelente , buen desayuno