Hotel KUHBERG Hamburg

very nice people, very clean and comfortable double room

Everything was good

This small, cozy hotel in the center of Bergedorf is ideally located, the rooms are comfortable, the hotel itself is cozy and welcoming, and the staff was very friendly and accommodating. The room itself was not particularly big, but the double bed was spacious and the room was quiet. A great find!

Nothing!

I didn't take the breakfast which was available at an additional cost. Staff friendly and unobtrusive. Room spacious and bright.

The location requires a just under 10min walk from the train station, which is ok. Maybe a bit of a hassle if you've got a lot of luggage to carry. Quite a few restaurants and shopping nearby. The room was spacious and clean. I had a room upstairs which was only accessable via stairs which was no issue for me but might be for people who are not mobile.

Nothing much really.

Breakfast very good. Very fresh bread, good coffee.

Pillows very soft, I like a firmer pillow. Just a small detail, and a personal choice.

15 minutes before we would have arrived at the property at 7:45pm our reservation was cancelled and were told to find another room. Due to flight cancellations and car reservations delays we were not there by 3 pm as expected but was out of our control. Just as we were leaving the airport to head to the hotel we received a cancellation notice and that we would be charged anyway! We would have been at the hotel by 8:10pm but they didn’t care.

The customer service is terrible and the person was downright rude in their emails to us

I wouldn’t know they cancelled our reservation

Our flights were cancelled our luggage was lost and we couldn’t get our rental car so we were very late to get to the hotel. We didn’t expect they would just cancel on us. The response we got was well you should have called when you knew your flight was late. Well I fully expected to still be at the hotel by 8pm but when we arrived I spent hours trying to find our luggage which we were told is gone and we will probably never get it back. Then we went to to get a car for our family which took over an hour even tho I had a reservation and the last thing I was worried about was calling a hotel to say we would be late. But at 7:45pm as we finally got a car and started to the hotel I got a message they cancelled our reservation and we would have to stay somewhere else. INot an easy task when you are in a foreign country don’t speak the language and have no wifi or anyway to easily find another hotel. If she was so worried we weren’t coming she could have called me if she was really waiting 5 hours she had made number. Would have made a lot more sense then just sending an email we cancelled your reservation. I have received calls from hotels many times so it’s never been an issue. When I complained about being charged full price I was told we have our rules and you should have called we waited for you for 5 hours. I guess I learned my lesson book with a hotel that is a real property with full service so if you have any issues they will still take care of you! I was trying to support the local businesses but I will stay with chains from now on.