Hyperion Hotel Hamburg

“Clean and comfortable hotel, but disappointing breakfast pricing”

The hotel has very friendly and helpful staff, and our rooms were comfortable, well maintained and very clean. We were very satisfied with both the rooms and the staff. Unfortunately, there were two issues that significantly affected our overall experience. The hotel is quite large and has three … more

The hotel has very friendly and helpful staff, and our rooms were comfortable, well maintained and very clean. We were very satisfied with both the rooms and the staff. Unfortunately, there were two issues that significantly affected our overall experience. The hotel is quite large and has three elevators, but only two are available for guests. At busy times, this was clearly not enough. The elevators were often full, and when travelling with luggage, we sometimes had to wait 15–20 minutes before an elevator arrived with enough space for both us and our luggage. What disappointed me most, however, was the breakfast pricing and the way the hotel handled the issue afterwards. We had already booked our two rooms through Booking.com. I later discovered that breakfast could have been included with exactly the same rooms for an additional DKK 240 (approximately €32) per room for two people, which is around €16 per person. When we arrived at the hotel, we decided to add breakfast and were charged €29 per person. I had no idea that adding the exact same breakfast at the hotel upon arrival would cost more than 80% extra compared with adding it to our Booking.com reservation. Had I been aware of such a significant price difference, I would obviously have booked breakfast together with the rooms. I contacted the hotel as soon as I discovered the difference and explained the situation. They confirmed that the lower price was a promotional rate available when breakfast was booked together with the room through Booking.com, while €29 was their standard price at the hotel. I understand that promotional rates exist. However, I am very disappointed that despite the fact that our rooms had already been booked through Booking.com, the hotel was not willing to make any adjustment or offer any compensation at all. It is exactly the same breakfast, in the same hotel, for guests staying in rooms already booked through Booking.com. For four people, the difference amounts to €52 per day simply because we added breakfast upon arrival instead of adding it to the reservation beforehand. I think guests should be made much more aware of this very substantial price difference when adding breakfast at the hotel. My advice to other guests is therefore very clear: If you want breakfast, make sure you add it when booking your room through Booking.com. Adding it at the hotel can cost more than 80% extra. Despite this disappointment and the elevator situation, I would still like to emphasise that the staff were friendly and that our rooms were very clean and comfortable.

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