The guy manning the concierge at Europäischer Hof Hamburg Hotel exhibited extreme rudeness when he scolded us for using the lounge. As weary travelers who had arrived too early for check-in, we sought refuge from the dark, rainy weather, finding no open restaurants nearby. We opted to wait for the sun, eventually succumbing to fatigue and falling asleep.
Our rest was abruptly interrupted by an individual whose name is Mr. Thorsten. He proceeded to reprimand us, asserting that our presence gave the impression of destitution to fellow guests. He stated that it wasn't a good look for the hotel, as we appeared like ‘beggars’. In response, I politely explained our situation and expressed regret for any inconvenience caused.
However, he persisted, insisting that we leave, citing the inclement weather and the unlikelihood of the sun emerging. His words were accompanied by a dismissive "just being polite" remark, entirely devoid of compassion or hospitality and then left just as rudely. This treatment left us feeling like unwelcome outsiders, a stark departure from the level of service expected from a 4-star establishment.
Later, in an attempt to address this issue, I approached him for his name. While I understood he was engaged with another guest, we were in a rush to leave the hotel premises due to his prior discourtesy. His response, claiming he was still engaged, was delivered with rudeness, stating, "I’m still talking to someone else." This was followed by a lecture on the perceived impoliteness of interrupting conversations. I made it clear that I sought only to take a photo of his name with his consent. This request was met with further rudeness. He retorted, "So what, you’re going to complain?" To which I responded with a resolute "yes," in a tone tinged with disdain. He confidently passed me his business card, exuding an air of invulnerability to any potential complaints.
This entire experience was deeply disappointing and reflects poorly on the hotel's reputation. Such behavior is inexcusable, especially from a member of the hospitality management team. It leaves a lasting impression of unprofessionalism and a disregard for guests.
Throughout all our interactions, this individual displayed a regrettable lack of courtesy. It is truly disheartening to witness such behavior from someone in a position of responsibility within the hospitality industry.
We are paying clients expecting good service, and that guy didn’t pay a dime to treat us this poorly. Just to be clear, we are the ones paying for the service, so he should get his act together.