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The Westin Hamburg Elbphilharmonie

Eco-certified hotel with a full-service spa and a fitness center

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Photo gallery for The Westin Hamburg Elbphilharmonie

Serves breakfast, lunch, and dinner
Suite, 1 King Bed with Sofa bed | Living room | 42-inch flat-screen TV with satellite channels, TV
Couples treatment rooms, sauna, steam room, body treatments
Suite, 1 King Bed with Sofa bed | Living room | 42-inch flat-screen TV with satellite channels, TV
Suite, 1 King Bed, City View | 1 bedroom, premium bedding, in-room safe, desk

Popular amenities

  • Bar
  • Pool
  • Spa
  • Parking available
  • Pet friendly
The current price is ₩373,990
₩400,170 total
includes taxes & fees
Aug 17 - Aug 18

Room options

Check availability for these dates

Tonight

Jul 31 - Aug 1
Check availability for tonight Jul 31 - Aug 1

Tomorrow

Aug 1 - Aug 2
Check availability for tomorrow Aug 1 - Aug 2
Available filters for rooms
Showing 14 of 14 rooms

View all photos for Junior Suite, 1 King Bed, City View

1 bedroom, premium bedding, in-room safe, desk

Junior Suite, 1 King Bed, City View

10.0 out of 10
Exceptional
(1 review)

Highlights

Separate sitting area
Soundproofed
Air conditioning
Connecting rooms available
Free cribs/infant beds
Flat-screen TV
Hypo-allergenic bedding
Pillow menu
  • 61 sq m
  • City view
  • Sleeps 2
  • 1 King Bed

View all photos for Classic Room, 1 King Bed

Classic Room, 1 King Bed | 1 bedroom, premium bedding, in-room safe, desk

Classic Room, 1 King Bed

9.0 out of 10
Wonderful
(10 reviews)

Highlights

Separate sitting area
Soundproofed
Air conditioning
Connecting rooms available
Free cribs/infant beds
Flat-screen TV
Hypo-allergenic bedding
Pillow menu
  • 35 sq m
  • Sleeps 2
  • 1 King Bed

View all photos for Classic Room, 2 Double Beds

Classic Room, 2 Double Beds | 1 bedroom, premium bedding, in-room safe, desk

Classic Room, 2 Double Beds

9.0 out of 10
Wonderful
(25 reviews)

Highlights

Separate sitting area
Soundproofed
Air conditioning
Connecting rooms available
Free cribs/infant beds
Flat-screen TV
Hypo-allergenic bedding
Pillow menu
  • 35 sq m
  • Sleeps 4
  • 2 Double Beds

View all photos for Suite, 1 King Bed, City View

Suite, 1 King Bed, City View | 1 bedroom, premium bedding, in-room safe, desk

Suite, 1 King Bed, City View

Highlights

Separate sitting area
Soundproofed
Air conditioning
Connecting rooms available
Free cribs/infant beds
Flat-screen TV
Hypo-allergenic bedding
Pillow menu
  • 61 sq m
  • City view
  • Sleeps 2
  • 1 King Bed

View all photos for Premium Room, 1 King Bed, City View

Premium Room, 1 King Bed, City View | 1 bedroom, premium bedding, in-room safe, desk

Premium Room, 1 King Bed, City View

9.4 out of 10
Exceptional
(10 reviews)

Highlights

Separate sitting area
Soundproofed
Air conditioning
Connecting rooms available
Free cribs/infant beds
Flat-screen TV
Hypo-allergenic bedding
Pillow menu
  • 32 sq m
  • City view
  • Sleeps 2
  • 1 King Bed

View all photos for Premium Room, 1 King Bed (View)

Premium Room, 1 King Bed (View) | 1 bedroom, premium bedding, in-room safe, desk

Premium Room, 1 King Bed (View)

9.6 out of 10
Exceptional
(15 reviews)

Highlights

Separate sitting area
Soundproofed
Air conditioning
Connecting rooms available
Free cribs/infant beds
Flat-screen TV
Hypo-allergenic bedding
Pillow menu
  • 32 sq m
  • Water view
  • Sleeps 2
  • 1 King Bed

View all photos for Family Suite, 1 King Bed with Sofa bed, City View

Family Suite, 1 King Bed with Sofa bed, City View | 1 bedroom, premium bedding, in-room safe, desk

Family Suite, 1 King Bed with Sofa bed, City View

9.6 out of 10
Exceptional
(4 reviews)

Highlights

Separate sitting area
Soundproofed
Air conditioning
Connecting rooms available
Free cribs/infant beds
Flat-screen TV
Hypo-allergenic bedding
Pillow menu
  • 59 sq m
  • City view
  • Sleeps 4
  • 1 King Bed and 1 Double Sofa Bed

View all photos for Deluxe Room, 1 King Bed, City View

Deluxe Room, 1 King Bed, City View | 1 bedroom, premium bedding, in-room safe, desk

Deluxe Room, 1 King Bed, City View

9.6 out of 10
Exceptional
(22 reviews)

Highlights

Separate sitting area
Soundproofed
Air conditioning
Connecting rooms available
Free cribs/infant beds
Flat-screen TV
Hypo-allergenic bedding
Pillow menu
  • 32 sq m
  • City view
  • Sleeps 2
  • 1 King Bed

View all photos for Deluxe Room, 2 Double Beds, City View

Deluxe Room, 2 Double Beds, City View | 1 bedroom, premium bedding, in-room safe, desk

Deluxe Room, 2 Double Beds, City View

8.6 out of 10
Excellent
(15 reviews)

Highlights

Separate sitting area
Soundproofed
Air conditioning
Connecting rooms available
Free cribs/infant beds
Flat-screen TV
Hypo-allergenic bedding
Pillow menu
  • 32 sq m
  • City view
  • Sleeps 4
  • 2 Double Beds

View all photos for Suite, 1 King Bed, City View

Suite, 1 King Bed, City View | 1 bedroom, premium bedding, in-room safe, desk

Suite, 1 King Bed, City View

10.0 out of 10
Exceptional
(1 review)

Highlights

Separate sitting area
Soundproofed
Air conditioning
Connecting rooms available
Free cribs/infant beds
Dining table
Flat-screen TV
Hypo-allergenic bedding
  • 92 sq m
  • City view
  • Sleeps 2
  • 1 King Bed

View all photos for Suite, 1 King Bed with Sofa bed

Suite, 1 King Bed with Sofa bed | 1 bedroom, premium bedding, in-room safe, desk

Suite, 1 King Bed with Sofa bed

10.0 out of 10
Exceptional
(1 review)

Highlights

Separate sitting area
Soundproofed
Air conditioning
Connecting rooms available
Free cribs/infant beds
Dining table
Flat-screen TV
Hypo-allergenic bedding
  • 95 sq m
  • City view
  • Sleeps 4
  • 1 King Bed and 1 Double Sofa Bed

View all photos for Studio, 1 King Bed

Studio, 1 King Bed | 1 bedroom, premium bedding, in-room safe, desk

Studio, 1 King Bed

9.0 out of 10
Wonderful
(12 reviews)

Highlights

Separate sitting area
Soundproofed
Air conditioning
Connecting rooms available
Free cribs/infant beds
Flat-screen TV
Hypo-allergenic bedding
Pillow menu
  • 46 sq m
  • City view
  • Sleeps 2
  • 1 King Bed

View all photos for Suite, 1 King Bed

Suite, 1 King Bed | 1 bedroom, premium bedding, in-room safe, desk

Suite, 1 King Bed

9.4 out of 10
Exceptional
(3 reviews)

Highlights

Separate sitting area
Soundproofed
Air conditioning
Connecting rooms available
Free cribs/infant beds
Flat-screen TV
Hypo-allergenic bedding
Pillow menu
  • 61 sq m
  • City view
  • Sleeps 2
  • 1 King Bed

View all photos for Presidential Suite, 1 King Bed with Sofa bed, City View

Presidential Suite, 1 King Bed with Sofa bed, City View | 1 bedroom, premium bedding, in-room safe, desk

Presidential Suite, 1 King Bed with Sofa bed, City View

Highlights

Separate sitting area
Soundproofed
Air conditioning
Connecting rooms available
Free cribs/infant beds
Dining table
Flat-screen TV
Hypo-allergenic bedding
  • 162 sq m
  • City view
  • Sleeps 4
  • 1 King Bed and 1 Double Sofa Bed

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About the neighborhood

Map
Platz der Deutschen Einheit 2, Hamburg, HH, 20457

What's nearby

  • Elbe Philharmonic Hall - 1 min walk - 0.0 km
  • Miniatur Wunderland - 4 min walk - 0.4 km
  • Hamburg City Hall - 16 min walk - 1.4 km
  • Reeperbahn - 3 min drive - 1.9 km
  • Fish Market - 3 min drive - 2.3 km

Getting around

  • Baumwall U-Bahn - 5 min walk
  • Michaeliskirche Hamburg Station - 13 min walk
  • Hamburg Airport (HAM) - 30 min drive

Restaurants

  • ‪Heimathafen - ‬7 min walk
  • ‪Speicherstadt Kaffeerösterei - ‬6 min walk
  • ‪Das Feuerschiff - ‬9 min walk
  • ‪Campus Suite - ‬1 min walk
  • ‪Café Minah - ‬7 min walk

About this property

The Westin Hamburg Elbphilharmonie

Eco-certified hotel near Elbe Philharmonic Hall
Located close to Miniatur Wunderland and St. Michaelis Church, The Westin Hamburg Elbphilharmonie provides a coffee shop/cafe, dry cleaning/laundry services, and a bar. Treat yourself to a facial, a massage, or aromatherapy at the onsite spa. The on-site local cuisine restaurant, Fang & Feld, offers breakfast, dinner, and kids' meals. Free in-room WiFi, with speed of 250+ Mbps (good for 3–5 people or up to 10 devices), is available to all guests, along with a gym and conference space.
You'll also enjoy the following perks during your stay:
  • An indoor pool
  • Buffet breakfast (surcharge), self parking (surcharge), and 11 meeting rooms
  • ATM/banking services, a 24-hour front desk, and tour/ticket assistance
  • Multilingual staff, bicycle parking, and concierge services
  • Guest reviews say great things about the helpful staff
Room features
All 244 rooms offer comforts such as 24-hour room service and premium bedding, as well as perks like pillow menus and laptop-friendly workspaces.
Other conveniences in all rooms include:
  • Recycling and LED light bulbs
  • Bathrooms with rainfall showers and separate tubs/showers
  • 42-inch flat-screen TVs with satellite channels
  • Separate sitting areas, free infant beds, and electric kettles

Awards and affiliations

Eco-Certified Property
This property participates in Green Key (Foundation for Environmental Education), a program that measures the property's impact on one or more of the following: environment, community, cultural-heritage, the local economy.

Languages

English, German, Italian

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Property amenities

Internet

  • Available in all rooms: Free WiFi
  • In-room WiFi speed: 250+ Mbps (good for 3–5 people or up to 10 devices)
  • Available in some public areas: Free WiFi

Parking and transportation

  • Self parking on site (EUR 35 per day)
  • Wheelchair-accessible parking available

Food and drink

  • Buffet breakfast available for a fee 6:30 AM to 11:00 AM on weekdays and 7:00 AM to noon on weekends; EUR 37 for adults and EUR 18.55 for children
  • A bar/lounge
  • A coffee shop/cafe
  • A restaurant

Restaurants on site

  • BLICK
  • Fang & Feld

Things to do

  • Full-service spa
  • Gym
  • Indoor pool
  • Sauna
  • Steam room

Family friendly

  • Children's toys
  • In-room crib
  • Indoor pool
  • Laundry facilities
  • Rollaway/extra bed (surcharge)
  • Soundproofed rooms

Conveniences

  • 24-hour front desk
  • ATM
  • Laundry facilities
  • Luggage storage
  • Safe at front desk

Guest services

  • Change of bedsheets (on request)
  • Concierge services
  • Dry cleaning/laundry service
  • Housekeeping (daily)
  • Multilingual staff
  • Porter/bellhop
  • Proposal/romance packages
  • Tour and ticket assistance
  • Wedding services

Business services

  • 11 meeting rooms
  • 7,696 square feet of conference space

Full-service spa

  • 6 treatment rooms
  • Aromatherapy
  • Body scrubs
  • Couples treatment rooms
  • Facials
  • Manicures/pedicures
  • Massage
  • Sauna
  • Spa open daily
  • Steam room

Accessibility

  • If you have requests for specific accessibility needs, please contact the property using the information on the reservation confirmation received after booking.
  • 2 accessible parking spaces
  • Doorbell and phone notification
  • Elevator (35 inch wide door)
  • Grab bar near toilet (30 inches high)
  • Hand-held showerhead
  • Height-adjustable showerhead
  • Lever door handles
  • Low-height electrical outlets in bathroom
  • Magnifying mirror
  • Stair-free path to entrance
  • Visual fire alarm
  • Well-lit path to entrance
  • Wheelchair accessible (may have limitations)
  • Wheelchair-accessible concierge desk
  • Wheelchair-accessible gym
  • Wheelchair-accessible parking
  • Wheelchair-accessible path of travel
  • Wheelchair-accessible path to elevator
  • Wheelchair-accessible pool
  • Wheelchair-accessible public washroom
  • Wheelchair-accessible registration desk (43 inches high)
  • Wheelchair-accessible restaurant
  • Wheelchair-accessible spa

More

  • 20 floors
  • Annual offsets purchased for at least 10% of carbon footprint
  • At least 80% lighting from LEDs
  • Ballroom
  • Banquet hall
  • Biodegradable coffee stirrers available
  • Built in 2016
  • Comprehensive food waste policy
  • Comprehensive recycling policy
  • Double-glazed windows
  • Locally-owned and organized tours and activities
  • No plastic coffee stirrers
  • No plastic water bottles
  • Reusable cups
  • Reusable tableware
  • Smoking not allowed
  • Vegan dining options
  • Vegetarian breakfast available
  • Vegetarian dining options

Room amenities

Bedroom

  • Blackout drapes
  • Free crib
  • Hypo-allergenic bedding
  • Pillow menu
  • Premium bedding
  • Rollaway/extra bed (surcharge)

Bathroom

  • Bathrobes
  • Free toiletries
  • Hair dryer
  • Private bathroom
  • Rainfall showerhead
  • Separate bathtub and shower
  • Shampoo
  • Slippers
  • Soap
  • Toilet paper
  • Towels provided

Entertainment

  • 42-inch flat-screen TV with satellite channels

Food and drink

  • 24-hour room service
  • Champagne service
  • Coffee/tea maker
  • Electric kettle
  • Free bottled water

More

  • Air conditioning
  • Connecting rooms available
  • Desk
  • Desk chair
  • Energy-saving switches in guestrooms
  • Iron/ironing board
  • Laptop workspace
  • LED lighting
  • Phone
  • Recycling
  • Safe
  • Separate sitting area
  • Soundproofed rooms
  • Water-efficient showers

Policies

Check-in

Check-in start time: 4:00 PM; Check-in end time: midnight
Minimum check-in age: 18

Check-out

Check-out before noon

Special check-in instructions

Front desk staff will greet guests on arrival at the property

Access methods

Staffed front desk

Pets

Pets allowed for an extra charge of EUR 40 per pet, per night
Service animals are welcome, and are exempt from fees
1 total pets
Pets cannot be left unattended
Food and water bowls are available

Children and extra beds

Children are welcome
Children aged 6 and younger eat free breakfast
Rollaway/extra beds are available for EUR 75 per night
Free cribs are available on request at the property

Property payment types

Important information

Optional extras

  • Fee for buffet breakfast: approximately EUR 37 for adults and EUR 18.55 for children
  • Self parking fee: EUR 35 per day
  • Pet fee: EUR 40 per pet, per night
  • Service animals are exempt from fees
  • Rollaway bed fee: EUR 75 per night

The above list may not be comprehensive. Fees and deposits may not include tax and are subject to change.

You need to know

Extra-person charges may apply and vary depending on property policy
Government-issued photo identification and a credit card, debit card, or cash deposit may be required at check-in for incidental charges
Special requests are subject to availability upon check-in and may incur additional charges; special requests cannot be guaranteed
This property accepts credit cards, debit cards, and cash
This property affirms that it follows the cleaning and disinfection practices of Commitment to Clean (Marriott)

We should mention

Reservations are required for massage services and spa treatments; reservations can be made by contacting the property prior to arrival, using the contact information on the booking confirmation
The property has connecting/adjoining rooms, which are subject to availability and can be requested by contacting the property using the number on the booking confirmation
Guests under 16 years old are not allowed in the spa

Property is also known as

Westin Hamburg Hotel
Westin Hamburg
The Westin Hamburg
The Westin Hamburg Elbphilharmonie Hotel
The Westin Hamburg Elbphilharmonie Hamburg
The Westin Hamburg Elbphilharmonie Hotel Hamburg

Frequently asked questions

Does The Westin Hamburg Elbphilharmonie have a pool?

Yes, this property has an indoor pool.

How much does it cost to stay at The Westin Hamburg Elbphilharmonie?

As of Jul 31, 2025, prices found for a 1-night stay for 2 adults at The Westin Hamburg Elbphilharmonie on Aug 17, 2025 start from ₩373,990, excluding taxes and fees. This price is based on the lowest nightly price found in the last 24 hours for stays in the next 30 days. Prices are subject to change. Choose your dates for more accurate prices.

Is The Westin Hamburg Elbphilharmonie pet-friendly?

Yes, The Westin Hamburg Elbphilharmonie allows pets (limit 1 total). There's a fee of EUR 40 per pet, per night. Service animals are exempt from fees.

How much is parking at The Westin Hamburg Elbphilharmonie?

Self parking is available for EUR 35 per day.

What time is check-in at The Westin Hamburg Elbphilharmonie?

Check-in start time: 4:00 PM; Check-in end time: midnight.

What time is check-out at The Westin Hamburg Elbphilharmonie?

Check-out is at noon.

Where is The Westin Hamburg Elbphilharmonie located?

Located in Hamburg City Center, this spa hotel is within a 10-minute walk of Elbe Philharmonic Hall and Miniatur Wunderland. St. Michaelis Church and Hamburg City Hall are also within 1 mi (2 km). Baumwall U-Bahn is 5 minutes by foot and Überseequartier Station is 12 minutes.

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The Westin Hamburg Elbphilharmonie Reviews

Reviews

9.0

Wonderful

Rating 10 - Excellent. 661 out of 1000 reviews
Rating 8 - Good. 222 out of 1000 reviews
Rating 6 - Okay. 78 out of 1000 reviews
Rating 4 - Poor. 20 out of 1000 reviews
Rating 2 - Terrible. 19 out of 1000 reviews

9.4/10

Cleanliness

9.0/10

Staff & service

9.2/10

Amenities

9.2/10

Property conditions & facilities

8.8/10

Eco-friendliness

Reviews

10/10 Excellent

Simon

Liked: Cleanliness, staff & service, property conditions & facilities
Very friendly and serviceminded staff. Beautiful hotel
Stayed 1 night in Apr 2025

10/10 Excellent

Chad

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I got a corner room upgrade. Had amazing views. Floor to ceiling glass all over. Even the bathroom has great views. Was a great experience to stay in an iconic piece of architecture.
Stayed 1 night in Jul 2025

10/10 Excellent

Sabine

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Super
Stayed 2 nights in Apr 2025

10/10 Excellent

Christian Sascha

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Top Hotel.
Stayed 2 nights in Feb 2025

10/10 Excellent

Andrew

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
View
Stayed 2 nights in May 2025

10/10 Excellent

Phillip

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Special Location
Stayed 1 night in Mar 2025

10/10 Excellent

Chris

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great location 15min walk to town centre short walk to miniture wunderland
Stayed 3 nights in Dec 2024

10/10 Excellent

Emad

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great location especially if you are a fan of classical music, Elbphilharmonie is literally few steps from the main lobby
Stayed 4 nights in Sep 2024

10/10 Excellent

Juergen

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Locstion
Stayed 2 nights in Mar 2025

6/10 Okay

Wolfram

Liked: Cleanliness, staff & service, amenities
Already a bit worn out and therefore quite pricy for what you get
Stayed 1 night in Apr 2025

10/10 Excellent

Edwin

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great location if you’re going on a cruise. Near the cruise terminals. Easy access to area attractions.
Stayed 1 night in Aug 2024

10/10 Excellent

Nicole

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great property.
Stayed 3 nights in Jun 2024

8/10 Good

Stephan

Liked: Cleanliness, staff & service, property conditions & facilities
A
Stayed 1 night in Mar 2025

6/10 Okay

Anette

Liked: Cleanliness, property conditions & facilities, room comfort
Hotel is fine, rooms are nice, beautiful views The pool is very small and not suited for swimming Considering the price level it’s not worth the money, you can fint better hotels in the city center for the same money
Stayed 2 nights in Feb 2025

10/10 Excellent

Jinming

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Room service is great！
Stayed 2 nights in May 2024

10/10 Excellent

Daniela

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Amazing location in the Elbphilharmonie building. Wow! Spacious, beautiful room on higher floor with breathtaking views! Large, delicious breakfast buffet! Friendly, helpful staff. Highly recommend.
Stayed 2 nights in Oct 2024

10/10 Excellent

Y.

Liked: Cleanliness, staff & service, property conditions & facilities
The Westin Hamburg Hotel is one of our most favorite hotels in Europe. The hotel is especially convenient for us going to Elbphiharmonie almost every evening. The view from our suite is spectacular! We shall definitely return to Hamburg just for the Westin and Elbphilharmonie!
Stayed 6 nights in Sep 2024

8/10 Good

Mehmet

Liked: Cleanliness, staff & service, property conditions & facilities
All was great except one day where we had a false fire alarm and had to evacuate the hotel at 7 am.
Stayed 4 nights in Jun 2024

8/10 Good

SoonPil

Liked: Cleanliness, property conditions & facilities, room comfort
Nice location, Great architecture of the building, very clean. Good breakfast. Just need a smile from receptionists. Their face and communication style tell me it’s German…
Stayed 1 night in May 2024

10/10 Excellent

Craig

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort

My New Hamburg Favorite Hotel.

The Westin Hamburg might be the nicest hotel that I have ever stayed in. The rooms were outstanding with modern fixtures and very comfortable beds. The Westin is located the same building as Hamburg’s amazing Elbephilharmonie concert hall. A recommendation for guests: make a reservation in the bar on concert nights. Otherwise you will not be able to get a table and see the view of shipping traffic and lights along the Elbe River.
Stayed 1 night in Jun 2024

8/10 Good

Christian

Liked: Cleanliness, property conditions & facilities
The woman in charge at the bar Blick was somewhat rude and lacked good customer service.
Stayed 2 nights in Oct 2024

2/10 Terrible

Timo

Liked: Cleanliness, staff & service
Disliked: Amenities, property conditions & facilities
not a 5 star
Stayed 2 nights in Sep 2024

10/10 Excellent

Joel

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
First off, I am from Hamburg and I used to work across the street for a huge media company for years. I left when the Hafen City was being planned. Oliver the concierge is a true gem. The hotel is very clean and well located (not talking about the whole controversy about the Elbe-Philarmonie). Friendly and very professional staff all around. Cleaning crew could benefit from being less intrusive (they REALLY wanted to clean the room regardless of the Do Not Disturb sign), but this almost neat picking...
Stayed 9 nights in Jul 2024

6/10 Okay

Morten

Nice hotel, although the room wasnt ready when we arrived (at 16:00!) Staff told us that they would call us when it was ready, but they never did so we had to go back to the checkin counter to check once again. No appologies or compensation was offered. In this price range you would expect the room to be ready before 17:00.
Stayed 1 night in Nov 2024

10/10 Excellent

Emad

Liked: Cleanliness, amenities, property conditions & facilities
Location, location location if you are a regular at the Elbphilharmonie then this is heaven for you, you just need few steps to be inside the concert hall, the views from the room are stunning , the Spa is really good, breakfast is amazing and all the staff there are fabulous, the only drawback in the hotel is the express service or speed service button on the phone sadly no one answers the line in a hotel which is a Marriott I never experienced this before and the reason is always we are busy, it happened so many times wether you want to order in for room dining or if you need help with your luggage, every time I have to go down to ask for assistance and that was not convenient at all, I mean there should be a designated person for this line just to reply and if they are busy just to assure you that we will get back to you instead of keep on trying for more than half an hour or 45 minutes.
Stayed 3 nights in Oct 2024