Review of Hotel Village 3*

Due to a mechanical failure on our flight from the US, we missed our connecting flight from London to Hamburg but were able to be booked on another flight two hours later. Because of this and the way the airline handled the situation, our bags did not end up traveling with us and we had to waste even more time filling out customs forms to have the bags sent from the airport to the hotel. By the time we made it to Hotel Village around 6pm, we learned that, despite making the reservation 6 months in advance, securing the room with a credit card #, our assurance by email to them that we intended to show up, knowing we were travelling over 4, 000 miles by plane which makes it kind of difficult to nail down an exact time we would be showing up, and our attempts to contact them from Heathrow which led to a "your call cannot be completed as dialed" message, they had given our room away just 50 minutes before we arrived. It was "Harley Days" in Hamburg that weekend, and the area was no doubt flooded with people wanting rooms. We arrived by 6pm. What hotel gives your room away by 6pm? They had our credit card # — if we didn't show up they could have still charged us — they wouldn't have lost any money, so that excuse is total bs. This was completely unethical and inappropriate. What made things even worse was that, when I confronted the guy at the desk about what he had done, there was absolutely no apology from him, he only justified his behavior. His insistence that this was somehow our fault actually caused my girlfriend to start apologizing. That's when the gloves came off and I really gave him a piece of my mind. He actually responded with "What am I supposed to do? You Americans never pay when you don't show up! " I replied "Sir, we never would have done that to you". We left, and had to spend over twice as much money than we had budgeted to stay at one of the few available rooms at the Park Hyatt. It was bad enough that all these circumstances led to us losing the room, but to have someone actually throw the ignorant stereotype about "Americans" at me the minute I arrive in their country, was totally rude and unprofessional. I urge readers to consider other accommodations when staying in beautiful Hamburg. If the gentleman we spoke to is reading this, we looked forward to staying at your establishment for 6 months, but I have to warn as many people as I can not to stay there solely because of your rude behavior. Don't lump all Americans into one group; I have nothing to do with what others might have done to you before. Guests beware.