NH Hamburg Horner Rennbahn

The service was excellent. Especially the receptionist Mr. Birol was really friendly and helpful. During my accommodation of five days, I didn't have a singular problem with the service. There were no availability issues. On top of that, the location is safe and the rooms were clean and had more than enough space. The food was amazing and diverse as well. It was suitable for every preference. The location is good for transportation. It was a perfect experience.

The hotel is fantastic — spacious rooms, nice views of the gardens nearby, and a location that is safe, walkable, and convenient. Breakfast is abundant, with something for everyone. Overall, it’s hard to fault the property itself. That said, I want to share a personal experience that stood out during my stay. I booked three nights with my family, and the first two days were flawless. Every staff member we met was friendly, and the front desk team in particular went above and beyond to help us. However, the day before departure, I approached one of the younger receptionists with a simple request: since I would be leaving before breakfast (which I had already paid for), could I arrange for an early breakfast box? His response was brusque and dismissive — repeatedly saying, “It’s too late, I can’t do anything” — without even attempting to explore alternatives. When I suggested possible solutions, he cut me off and insisted there was nothing he could do. A polite “I’m sorry, it’s not possible” would have been enough, but his tone came across as unprofessional. Later that evening, I asked another receptionist about the same request. This staff member was calm, attentive, and immediately began looking for solutions, and asked me who had I previously talked to. When I identified the colleague who had refused me earlier, the first receptionist became defensive, sarcastic, and even raised his voice in front of me, his coworkers, and other guests — which was both embarrassing and unnecessary. Thankfully, the professional receptionist reassured me he would speak to the baker and prepare something regardless. At 5:50 AM the next morning, I received a call letting me know my breakfast boxes were ready. They were neatly packed, generous, and exactly what I needed. The staff member even apologized for his colleague’s earlier behavior and encouraged me to share my experience in a review. In the end, I cannot give this hotel less than 5 stars. One individual’s poor attitude should not overshadow the hard work and professionalism of the rest of the team. The rooms, amenities, service (in most cases), and overall atmosphere make this a truly excellent hotel. To the kind and attentive staff who resolved my issue — thank you for turning a negative moment into a positive memory.

Great Stay, Would Definitely Return! I had a wonderful stay at this hotel. The staff were consistently courteous and helpful, always ready to assist with a smile. The room was clean, well-furnished, and quite comfortable — perfect for relaxing after a long day. Thanks a lot to sir DAG from the reception !