The Fontenay Hamburg

The staff was very friendly and helpful

I arrived by car. They took the keys for my car and gave me a phonenumber for a concierge. I should call him when I wanted the keys back. This strange "ritual" makes no sense to me.They seemed hysterically scared not to get the money. I should pay for it all already at the arrival and when I left I was told that they had kept my card open, so they even could have more money without me handing them my card again.I had to leave because it began to snow, and I couldn't get my car back immediately because they wanted to clean it from snow first. But when I finally got it, it really wasn't cleaned anyway.In the room it was impossible to stop the ventilation system from running in the bathroom and that ruined my sleep.The overall impression was that all the details that should make this hotel something speciel and "high-end" actually just made things worse and were quite stressing.But other guests may have other experiences and liked it all instead...

The staff was very friendly and helpful

I arrived by car. They took the keys for my car and gave me a phonenumber for a concierge. I should call him when I wanted the keys back. This strange "ritual" makes no sense to me.They seemed hysterically scared not to get the money. I should pay for it all already at the arrival and when I left I was told that they had kept my card open, so they even could have more money without me handing them my card again.I had to leave because it began to snow, and I couldn't get my car back immediately because they wanted to clean it from snow first. But when I finally got it, it really wasn't cleaned anyway.In the room it was impossible to stop the ventilation system from running in the bathroom and that ruined my sleep.The overall impression was that all the details that should make this hotel something speciel and "high-end" actually just made things worse and were quite stressing.But other guests may have other experiences and liked it all instead...

One of the most spectacular city hotels I have been to. Absolute five star superior experience on every level. The location in a park by the lake in walking distance to the city center is unbeaten. The indoor/outdoor pool on the roof with terrace and bar with views over the lake and the city is unforgettable. Rooms, staff, restaurants, breakfast are impeccable. We will be back. We loved the bike rental service because its the best way around town.

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Good facilities,with extra special rooms.Nearness to lake a bonus.Breakfast buffet very good selection,especially fruit and cereals.

Breakfast staff were a little unorganiesed,especially when ordering coffee.It the room you should have the possibility to turn the movement sensor under the bed off.

Spacious rooms, clean and well kept, great service, excellent breakfast buffet, lovely spa and pool area. Nice green neighbourhood a short walk from the city center.

I am writing to formally...

I am writing to formally express my deep disappointment following my recent stay at The Fontenay Hamburg on the weekend of May 4–5. My wife and I traveled for a concert event and, although we usually stay at Le Méridien Hamburg, we chose your hotel this time to experience something new. Unfortunately, our experience was overshadowed by unprofessional and discriminatory conduct by some of your staff.On May 4, at approximately 18:30, just 90 minutes before the concert, I received an urgent email notifying me that our printed tickets had been canceled and that replacement tickets had been uploaded to the online portal. However, I was unable to retrieve the new tickets using the app on my mobile device.I approached the reception desk and explained the urgency of the situation. A young blond male receptionist—his name may be Martin—responded in an unacceptably rude and dismissive manner, stating flatly that he could not help and immediately turned his back on me. When I insisted, stressing the urgency and reminding him that The Fontenay is a five-star luxury hotel where guests should expect a certain level of service, he repeated—this time with a condescending and almost hostile tone—that they would not allow me access to any computer under any circumstances.I then turned to a blond woman at the concierge desk, explained the situation, and she kindly offered to help. She allowed me to use her computer to log in and print the tickets. While we were in the process, the same receptionist called her, and I overheard the phone conversation—assuming I didn’t speak German, they spoke freely. He questioned why she was helping me and said this was not acceptable. To her credit, she defended the decision, stating that it was an emergency and we were guests of the hotel.What disturbed me most, however, was the tone and language used by the receptionist, which I can only describe as discriminatory and racially charged.

I am writing to formally express my deep disappointment following my recent stay at The Fontenay Hamburg on the weekend

I am writing to formally express my deep disappointment following my recent stay at The Fontenay Hamburg on the weekend of May 4–5. My wife and I traveled for a concert event and, although we usually stay at Le Méridien Hamburg, we chose your hotel this time to experience something new. Unfortunately, our experience was overshadowed by unprofessional and discriminatory conduct by some of your staff.On May 4, at approximately 18:30, just 90 minutes before the concert, I received an urgent email notifying me that our printed tickets had been canceled and that replacement tickets had been uploaded to the online portal. However, I was unable to retrieve the new tickets using the app on my mobile device.I approached the reception desk and explained the urgency of the situation. A young blond male receptionist—his name may be Martin—responded in an unacceptably rude and dismissive manner, stating flatly that he could not help and immediately turned his back on me. When I insisted, stressing the urgency and reminding him that The Fontenay is a five-star luxury hotel where guests should expect a certain level of service, he repeated—this time with a condescending and almost hostile tone—that they would not allow me access to any computer under any circumstances.I then turned to a blond woman at the concierge desk, explained the situation, and she kindly offered to help. She allowed me to use her computer to log in and print the tickets. While we were in the process, the same receptionist called her, and I overheard the phone conversation—assuming I didn’t speak German, they spoke freely. He questioned why she was helping me and said this was not acceptable. To her credit, she defended the decision, stating that it was an emergency and we were guests of the hotel.What disturbed me most, however, was the tone and language used by the receptionist, which I can only describe as discriminatory and racially charged.

Quiet location, great staff, good facilities, excellent breakfast, perfect room, afternoon tea was a delight.

Swimming pool is small, not much room to lay on at the pool.

From spacious surroundings outside … to the large well designed rooms inside … amazing rooftop terraces… hands down best hotel I have visited … they bring Asia standards to europe ..

Lumpey breakfast prices Mini bar could be a little more extensively stocked

Great location, very luxurious

All good, I was a bit disappointed that we couldn’t check in earlier (we arrived at 11:30 but had to wait until 14:30 for our room; official check-in is 15:00, so no drama, but you always hop to get in earlier)

The rainfall shower head was a wicked indulgence, nice walk-in closet, lighting and curtain controls with push of a button, and a balcony. What’s not to like. The staff is respectively friendly and makes a point to greet you personally, lovely touch.If the budget allows, make sure you visit the Lakeside restaurant on the 7th floor. A true dining experience.

Excellent late breakfast until 1130am. Good selection of food available

42 Euros for breakfast is a bit expensive.

Clean, good location, nice room

The staff were rude. My friend's bracelet got stolen and when she called the reception at night to ask if anyone from house keeping came in, they transferred her to global office and the lady who answered was shouting at her. The staff at the bar and restaurant were extremely rude. The professionalism of this hotel is zero..not good for foreigners to stay in. We stayed 1 night in The Westin Hamburg Hotel and 3 nights in Fairmont Hotel Vier Jahreszeiten and they were very friendly, professional and nice unlike this hotel. Worst experience ever.

Much better last time… 2...

Minibar was almost empty on arrival…In shower the glasshelf was missing… only bolts sticking out…Much too warm and heavy duvetI had to check inn before I was allowed to enter carpark….Reception promised my car should be connected to charger. Did not happen.

Huge room with a balcony. Great roof top bar. Service was excellent.

I liked everything

The property has an amazing architecture and is in my world in the best location of beautiful Hamburg. The staff is fabulous, service oriented, engaged, friendly l, no posh allures at all. The materials used are of high quality, great details in the bathroom, dressing room, bedroom. Wonderful sheets and easy light handling.

Nothing - I love the property

The evening experience was good.your staff on reception and concierge was very helpful! The room was to our expectations with a view which is one off.

Breakfast was chaos when we arrieved. It looks like that the staff operates in to many areas,in each others!The buffet room is to small when full outside on seats poeple bumping into each other! To longer waiting time for orders of simple nature's !Breakfast is the most important meal on the day and will set you for the day.In your hotel it gives you stress which is not a good start!!

The evening experience was good.your staff on reception and concierge was very helpful! The room was to our expectations with a view which is one off.

Breakfast was chaos when we arrieved. It looks like that the staff operates in to many areas,in each others!The buffet room is to small when full outside on seats poeple bumping into each other! To longer waiting time for orders of simple nature's !Breakfast is the most important meal on the day and will set you for the day.In your hotel it gives you stress which is not a good start!!

The spa was fabulous. I had a wonderful massage. The lakeside restaurant was a real experience just wonderful. Our room was spacious and luxurious with a wonderful view.

We weren’t keen on breakfast.

The spa and sauna and rooftop pool were amazing. The hotel was super clean and really nicely designed. The beds were extremely comfortable.

Everything was great.