Holiday Inn Hamburg - Berliner Tor By Ihg

stayed here as an IHG Diamond Elite member in Room 351, and unfortunately the stay was quite disappointing. I appreciated the digital check-in and the upgrade to a King Executive Room, but the condition of the room fell well below expectations. There were visible stains on the sofa and curtains, multiple long black hairs around the bathroom, what looked like pieces of wood and tape being used around the mirror, and old brown dirty-looking water and residue inside the minibar/fridge. Housekeeping was also confusing. After returning on the second day, the room had not been serviced. The front desk explained that rooms are only cleaned on the second day and said I should have been informed at check-in. Since I used digital check-in, I do not remember this being clearly communicated. The food was another major disappointment. Across multiple meals and breakfasts, I had repeated concerns about quality, freshness, and consistency, including breakfast items that tasted old or poorly prepared. I also had several issues with orders not being prepared or served as requested. The soups were probably the only food items I thought were consistently decent. I understand this is a Holiday Inn and not a luxury hotel, but I have stayed at plenty of comparable midscale and select-service hotel brands where the food is simple but still fresh, consistent, and well prepared. Overall, the hotel has potential, but the cleanliness, maintenance, housekeeping communication, and food quality need significant improvement.

A great stay at the Holiday Inn Hamburg Berliner Tor! The hotel is modern, clean, and very comfortable, with spacious rooms and excellent facilities. The staff were friendly, professional, and always helpful. The location is also very convenient for exploring Hamburg, with easy access to public transportation. Everything was well organized, and we really enjoyed our stay. Excellent value for money and definitely a hotel I would recommend. We’ll be happy to come back.

Absolutely disgraceful experience. This was easily one of the worst hotel experiences I've ever had, and it was almost entirely because of the night shift receptionist. We arrived with a fully paid reservation, expecting to check in without any issues. Instead, we were told their system was updating until 7:00 a.m. and that we couldn't access the room we had already paid for. Things can go wrong, but the way we were treated was completely unacceptable. The night receptionist was unbelievably rude, disrespectful, and arrogant from the moment we spoke to him. He had absolutely no respect for us as paying customers. Instead of speaking to us professionally or trying to help, he was sarcastic, dismissive, and acted like we were bothering him. The worst part was that he repeatedly blew cigarette smoke directly in my face while talking to me. It was incredibly disrespectful and honestly disgusting. I've never had a hotel employee behave so unprofessionally. We were travelling with our baby in the middle of the night, exhausted after our journey, and he couldn't have cared less. There wasn't an ounce of empathy or any attempt to find a solution. No apology, no effort to accommodate us, nothing. He simply left us standing there after refusing to let us into a room that had already been paid for. Getting our money back became another nightmare. We called multiple times asking either to be refunded or to be allowed to check in, but instead of helping us, they hung up on us several times. After hours of chasing them, we finally got our refund. Then, the next day, we received a notification saying the payment had gone through again, forcing us to spend several more hours trying to get our money back for a second time because of their mistake. To make matters even worse, we watched other guests being checked in after we had been turned away. As an Arab family, this left us feeling like we were being treated differently because of our ethnicity. I can't say for certain what the reason was, but after everything that happened and seeing others allowed in while we were refused, it's hard not to feel that way. That receptionist has no business working in hospitality. His attitude was hostile, disrespectful, and completely unprofessional. Blowing cigarette smoke in a guest's face, showing zero compassion towards a family with a baby, and treating paying customers with such contempt is unacceptable. I would never recommend this hotel to anyone. Save yourself the stress and book somewhere else.

A very good holiday inn branch in Berlin, located just a few minutes by bus to the very center of the city. Their parking is very expensive (overcharged in my opinion) considering the area. Parking on the streets nearby is free but we did not manage to find any spot when we arrived late at night. Well maintained rooms and hotel overall. Very comfortable beds and a good breakfast.