TORTUE HAMBURG

Perfekt

Ich kann das Frühstück wirklich nur empfehlen. Es ist etwas hochpreisiger, aber qualitativ und geschmacklich eine glatte 1 mit Sternchen.

I recently encountered a deeply unsatisfactory experience with the hotel reception desk, and I feel compelled to share my disappointment. Our misstep in an online booking led us to choose the wrong date for our stay, prompting an immediate call to the reception desk for assistance.

There was a room available for a new booking, but more expensive. Despite our willingness to pay for a more expensive room for the revised booking, the receptionist's lack of empathy was disheartening. What added to the frustration was the refusal to provide complimentary breakfast (or anything nice to soften our pain by our own mistake), even though we had paid for it in our original reservation, which we couldn't utilize due to the date error. She said it was their policy to just count all of it as a “no show’”, also the breakfast we didn’t attend. She couldn’t do anything for us in the new booking, which was very sad and disappointing. We were looking forward to experience Tortue, but didn’t feel understood or much welcome.

To further illustrate our commitment to making amends, we had reservations at the hotel's Japanese restaurant, signaling our intent to spend additional money on their services. It is disconcerting that such a simple mistake on our part resulted in increased expenses and a noticeable lack of consideration from the staff. A lack of hospitality, which we are very keen on.

Given our background in hospitality, we hoped for understanding to rebook, considering the challenges that can arise. We accepted our mistake and obviously paid for the not used night and breakfast, but something complimentary would have been amazing to upgrade our own disappointment. Being an accountmanager myself, I would have handled this differently to keep the customer, book another night and eat dinner in the restaurant. It would increase their wallet and satisfy the customer. Win win.

We sincerely hope the hotel management addresses these issues, ensuring a more accommodating and customer-friendly atmosphere for future guests. Such oversights in customer service can significantly impact the overall perception of the hotel's quality and hospitality.

Vom check in bis zum check out das perfekte Erlebnis!
Sehr freundliches , zuvorkommendes Service Team, elegante Zimmer sowie stimmungsvolles geschmackvolles Ambiente des gesamten Hotels.
Der Standort ist perfekt für Stadtbummel und Besichtigungen.

Wir kommen wieder !

Sehr schönes Hotel, wir sind hier schon seit der Eröffnung Stammkunden. Toller Service, Einmalige Lage mitten in der City. Sämtliche Einkaufsmöglichkeiten fussläufig erreichbar. Leckeres Essen Brasserie Style!