Vienna House Easy by Wyndham Hamburg Bergedorf

Bad customer service

I booked 2 rooms at this hotel for our family of 5 through Secret Escapes. I have booked with them before and have always found their selection of hotels to be top notch, with promised luxury stays. The Google reviews for this hotel promised a quality boutique hotel with fun designs and great customer service. This was not our experience at all. I emailed the hotel ahead of our stay and said that it would be our son’s birthday during our stay, could they arrange a little treat or candle for him (pleasantly provided for us at other hotels). I got a response from the hotel saying that they were too busy taking care of all the refugees staying there so they could not do anything for my son. This is absolutely not the type of response I expected from the “luxury” hotel I had been promised by Secret Escapes and Google reviews. After we checked in, they could not put us in rooms next to each other, they were on opposite sides on the same floor, which is inconvenient when traveling with young kids. However, the rooms were clean and the animal theme was fun for the kids. The beds were comfortable and the shower was great. Unfortunately someone was running what sounded like a loud washing machine in the room next door past midnight, which greatly disturbed our sleep. I reported this to the front desk at check out and they had no idea what it could have been. The hallways had dirty towels on the floors, and strollers, kids toys and bikes outside various rooms. We went to breakfast at 9am and the dining room was packed, with no spare tables and people sharing them. We waited to find a table to fit us all. People were in pajamas walking around, long line ups at the coffee machine, kids taking ham and cheese from the buffet with their fingers, it honestly felt more like a canteen than a boutique hotel. I got up from my table (where my 2 youngest kids were still eating) to get coffee. When I came back a random women had taken my place and was sitting and eating with my kids. It was absolutely shocking and we really did not have a cozy birthday breakfast for my son at all, it was quite the opposite. We ate and got out of there as fast as possible. This business has to decide if they are a “luxury” hotel or refugee housing, but they cannot be both at the same time. I really regret booking a night here and have sent feedback to Secret Escapes about it so they check their selection of hotels more carefully in the future.