6/10 Good
2 Dec 2024
Comfortable rooms, but service very much lacking!
Repeat stay at Renaissance Inn by Marriott in Hamburg-Bahrenfeld, and unfortunately the service level has seriously dripped through the floor - while the s and breakfast service are still very good.
Pros: still a spacious, well-equlipped room with kitchenette, separate sofa and work desk and a small, but highly functional bathroom. Good location, great breakfast offer (cold & warm dishes and beverages are excellent and plentiful), and convenient parking garage.
Cons: service level is practically non-existent since there is hardly any staff to be seen. Check in and check out now has to be done pretty much at the sister hotel Moxy due to staff shortage. The only staff one encounters is the breakfast team, and not only are these gentlemen all very unfriendly (no greetings and not hospitality shown to anyone), but the chef even was chiding me , when I tried to take some food items in a manner he did not approve of. Honestly, not used to be berated by service staff as a guest... if this is in line with Marriott's standards, then, that's on Marriott. But for a Marriott hotel experience this is totally unacceptable. The same goes for the fact that most of the staff do not speak German nor even proper English: communication is a real challenge, and there is no sense of "Hanseatic hospitality".
Summary: if you don't want any contact with staff, then this is the right hotel for you. As a Marriott it's a failure regarding service, but the room and breakfast do deliver.
Ralph A
Ralph A, 5-night trip with friends
Verified Hotels.com guest review
