Paul's Hotel review for the
Courtyard by Marriott Hamburg City

General Impressions: 🐑🐑🌿

Details:
Check-in / Check-out
Check-in Process: 🐑🐑🐑
Check-out Process: 🐑🐑
Concierge Service: N/A
Staff @ Front Desk: 🐑🐑🐑
Bonvoy recognition: 🐑🐑

Room / Bathroom
Bed, quality of sleep: 🐑🐑🐑🐑
Bathroom, Shower: 🐑
Room Atmosphere: 🐑🐑🐑
Cleanliness:🐑🐑🐑
Internet speed: 🐑🐑

Food & Beverage
Breakfast: 🐑🐑🐑
Bar: 🐑🐑🐑🐑🌿
Restaurant: 🐑🐑🐑🐑
Lounge: 🐑 No Lounge
F&B Staff: 🐑🐑🐑🐑 for the Bar and Restaurant 🐑 for the staff at breakfast

Paul‘s Mix
Pool, Spa: 🐑🐑
Hotel Location: 🐑🐑🐑
Mojito Rating 😜: 🐑🐑🐑🐑
General Customer Care: 🐑🐑🐑
Staff attitude, responsiveness: 🐑🐑

---
🐑 = a lot of work needs to be done
🐑🐑 =o.k, but you will be busy with corrections
🐑🐑🐑 = it’s good, nothing special
🐑🐑🐑🐑 = high level but the icing on the cake is missing
🐑🐑🐑🐑🐑 = leave me here!
🌿= Half a Point/sheep
---

First of all, the Hotel is brand new. It opened in September and the grand opening was mid of November. So it is not running on soft opening anymore.

I love the new style and colors of the new courtyard.

The Hotel is located around 500 meters away from Hamburg central station. The neighbouring area is rather old and thanks to the train station it isn't the best. Walking to the city during day isn't a problem and it takes around 10 minutes to reach the shopping area. I wouldn't recommend to walk back to the hotel as there is an open drug scene next to the station and plenty of homeless.
To go to the tourist attractions by the Elb River I would recommend a taxi.

The check in was ok. Agents were friendly and efficient. Check out was the same. During our stay the front office staff showed a very reserved and selfish attitude. If they aren't behind the desk and just walking around they do not greet anyone and no smiles. Especially the Dutch lady might need some additional training.

Bonvoy recognition was so so. Room was upgraded to a superior room even junior suites were available and bookable on the app and website. No discount or drink vouchers as in some other properties but they do offer free breakfast.

The superior room we were given was nice. The room was comfortable and has a great atmosphere. Lots of natural lights and what I liked most was the huge amount of wood, the stunning wooden floor and everything paired with some stylish, modern and classy accents in forniture.
The bathroom is rather on the smaller side but nice. The shower vice versa is completely useless. The glass partition wall which should keep the water in the shower is useless. It is around 30 centimeters wide. So it is impossible to shower without putting the entire bathroom under water.

Housekeeping is completely outsourced. No customer service mind at all. They do an amazing job in terms of cleanliness but no greetings on the floor, trollies in the middle of the corridor and yelling over the entire floor.

WiFi in the room is rather slow. It even takes some time to open some webpages.

Breakfast would be really good in terms of food quality and quantity.
The set up is super customer unfriendly. They have the buffet at a single wall and everything is after each other and no space. A real cantine food street. This again means you have to queue for everything. We had to wait up to 10 minutes for the coffee machine on Sunday morning.
Monday morning was a little better.
They would easily have the possibility to make food stations if they would use the bar and take out some stress at the buffet. No music no nothing. It is such a sterile and cold feeling to take the breakfast.

Staff at breakfast is useless. No interaction with customers, no smiles and even worse everyone does not even greet customers when getting there. Sorry my words but staff is doing a stoic roboter work. They need massive training in customer service but.... From who should they learn? We had the pleasure to meet the F&B Manager by surprise on Sunday.

On Sunday morning there was one staff member running around like a headless chicken. No greetings, no smiles. He even made customers stress and had an expression on his face which said don't ask don't talk. Horrible. He was clearing the tables in such an unprofessional style (piling everything on a tray but really piling and picking up every glass by touching with the fingers inside) that every kindergarden kid knows better.
So I wanted to give him a feedback when we left. His reaction, I couldn't care less... Oh well!!!

The Bar and Dinner at Böckmann's was the complete opposite. The staff was top, super friendly and efficient. They interacted with all customers and worked hand in hand. Mr. Habib did an amazing job behind the bar whilst Mrs. Claudia did a perfect service in the restaurant. You could see they worked together hand in hand.

Food at Böckmann's was stunning. Chef Arne came out of the kitchen to explain everything. they are proud to work with their high products and love the show kitchen. The quality and service is way above any other Courtyard Restaurant I have seen.

All in all an ok stay. Staff needs to be trained in customer service and bonvoy rules at frontdesk. F&B staff at breakfast needs gigantic training or needs to be replaced including the unable F&B manager.
Hardware of the hotel is nice and top.

Notes:
- Paul the Sheep does not get any benefits from the Hotels/Airlines etc.
- Paul will always pay for the services in order to be able to rate freely and truly about the experiences.
-If you are interested in more details, please send me a private message and I will be happy to share.