FAQ from a - z

Here you will find the most important information about your stay at the Alsterkrug. It doesn't matter whether you are already in the house or just arriving.

... and if you still have any questions, our team will be happy to help. To make it a bit clearer, we have sorted the topics from a to z:

from a - e

... from adapter to electricity

Adapter/Extension & charging cables

Some adapters, extension and charging cables are available at the Front Office.

alsterSPA fitness, sauna and wellness

Our large alsterSPA is the perfect space for your daily workout and relaxation. A variety of saunas, wellness-showers, ice fountain, rest area, heated loungers and a fitness area with high-quality cardio equipment are waiting for you. 

The use of these facilities are free of charge for our hotel guests. For a fee we offer cosmetics/beauty and massage treatments.

You will find our etiquette guide for the spa area in these broschure. You receive bathing slipper for free at the reception. For further information e.g. opening hours please dial -419 or contact the reception.

Opening hours fitness
daily 6:00 a.m. - 10:00 p.m.

Opening hours sauna, relaxation area
Due to the current situation, different opening times apply:
daily from 4:00 p.m. to 10:00 p.m.
In July & August, daily open from 5:00 p.m.


Banquet & event department

For conferences, meetings and funciton contact our banquet department: phone internal -404

Mo. - Fr. 9.00 am - 17.00 pm.


Baby beds & extra beds

Baby beds are to your disposal at the reception free of charge.

Children up to 12 years of age can sleep in their parents' bed free of charge.

Extra beds / extra beds for adults

We can only offer it in our Executive room category (surcharge of 60.00 € / night including breakfast)

Breakfast/Early Express Breakfast

Enjoy our rich breakfast buffet from:

Mon. - Fri.:    6.30 am – 10.30 am
Sat. & Sun.:  7.00 am – 11.00 am

Times may change on Holidays.
We offer to bring a small breakfast (or lunchbox) to your room before 6.30 am.
Please inform the reception the day before until 9.00 pm. 

Bicycle/ canoe rental

You can rent bicycles for a daily charge. We have a canoe which you can use free of charge. An idyllic hiking trail and the river “Alster” are situated opposite to the hotel. You may lend a map of bicycle ways at the reception.

Bank, Cash, ATM & Credit Card

You will find the next ATM at 

Hamburger Sparkasse
Alsterdorfer Straße 261
22297 Hamburg

Card lost?
If you lost your creditcard you can block your account by following phone number: +49 (0) 116 116.

Money exchange
Please contact the reception.

Cosmetic- & Hygenicproducts

Sanitary and cosmetic articles (e.g. additional soap, towels, shower caps, dental care sets, razors for single usage, sanitary towels etc.), facecloth, bathing slipper, additional covers and pillows and other useful things you receive at the reception without surcharge.

Concierge Service

Is available at our reception 24h a day for information, ticket booking etc.

Coffee & Tea

For coffee and tea preparation you have an Espresso machine in your room. 3 capsules per room are free.

You can buy more at the reception.

Doctor, Bentist & Pharmacy

Contact the reception (- 9) we are pleased to help you. Or directly the doctor’s office:

General medicine:
Dr. Gottfried Thorsen/ Dr. Jörg Galler
lsterdorfer Straße 201
22297 Hamburg
Phone: +49 (0) 40 51 56 03

Angela Zimmer
Bilser Straße 63 (Alsterdorf station)
22297 Hamburg
Phone: +49 (0) 40 51 51 53

Hammer Apotheke
Alsterdorfer Strasse 299
22297 Hamburg
Phone: +49 (0) 40 51 20 75

Mo.-Fr.: 08.30 am – 06.30 pm

Sa.: 08.30 am – 01.00 pm

For emergencies out of these times, please ask our reception staff for the emergency pharmacy.

Electricity/Permanent power 200V

Your permanent power socket is marked with a red button.

from f - g

... from flights to glasses


For information and reservation of flights our reception staff is pleased to help you. Or contact the airport information directly: +49 (0) 50 75 0

Airport Website

Fire/ Emergency & behaviour in case of fire:

Behaviour in case of fire:

  1. Keep calm
  2. Close the windows
  3. Inform the reception
  4. Follow the emergency exit map – It is visual in your room near room-door
  5. Close the door after leaving the room
  6. You find fire-extinguishers on every floor
  7. Do not use the elevator
  8. Leave the building by using the stairs and emergency exits
  9. Follow the staff and firefighter instructions


Emergency call
Emergency via the reception:      9 (internal phone)
Emergency police:                       110
Ambulance/fire department:         112

Emergency Exits
For your own safety, please familiarise yourself with the emergency exit plan in your room for the nearest exit. In case of fire do not use the elevator.


You can order flowers via our reception. We are also pleased to provide you with vases on loan.


You have forgotten your glasses. The reception team has some for rental.

from h - p

... from iron board to post

Iron/ironing- board

Can be brought up to your room free of charge. When needed we iron your clothing for a surcharge. Please contact the reception.

Internet & Wireless Lan

High speed internet WiFi access is free of charge available in the whole hotel. 

Please connect to guestwlan
You find the password in your roomkey folder.  

Ice Cubes

You receive ice cubes in our restaurant. 

Lost Property

Will be deposited at the reception.
Please contact the reception. For your privacy protection we will not send a lost property to your address unasked.

Luggage service left-luggage office

Our staff is pleased to help you with your luggage. Please call us at any time (-9). We offer you to store your luggage safe till your departure.


Will be deposit for you at the reception or brought up directly to your room


Pricelist is placed inside the Minibar. We will fill up your Minibar every day and charge the consumption automatically on your room bill.


A daily newspaper is while breakfast time in our Restaurant free of charge available. You can buy magazines at the reception.

Petrol Station

At the Alsterkrugchaussee is a petrol station in about 2,5 km distance. Take direction to the airport.

Pets / Dogs

Are open-hearted welcome at any time (additional fee). Please keep your dog at the leash at the hotel.

A surcharge per pet per night applies. 


If you would like to get a neck supporting pillow please contact the reception.


You can send and receive post at the reception daily. We are pleased to pass on your parcels as well. There is a post office nearby
(Maienweg 54, 22297 Hamburg).

from r - s

... from reception to stamps


If you have any requests please feel free to contact our reception staff 24 hours a day. Please dial -9. We are pleased to receive your call.


Our room equipment is constantly under examination. Nevertheless should anything be out of order please fill out the intended questionnaire situated in this folder and kindly pass it on to our Front Office staff or simply call our Front Office staff (extension -9).

Restaurants/ Bar / Garden

„Alsterkrug“ and “Garden & Lounge”. Our indoor areas are non-smoking areas. Extension -410. 

Kitchen hours from 6.00 pm to 10.00 pm.

Due to the global pandemic opening times may change - please ask reception for advice.


You can receive food, drinks and breakfast from 12.00 noon to 3.00 pm and 6.00 pm to 10.00 pm. You will find our menu in this briefcase. Please dial -410.


Your experience and suggestions are very important to us and help to continuously improve quality and service.

With the help of TrustYou, thousands of verified Internet reviews from various portals such as TripAdvisor, HolidayCheck, HRS, etc. are compiled. This results in an independent overall evaluation with which you can see at a glance how our guests rate us on the Internet.

current reviews

Room Keys

When checking out, please hand over your key card at the reception. Due to safety reasons, over night our entrances are locked. Please ring at the main entrance and identify yourself with the key card/ room card.


Please use the safe in your room free of charge. The hotel is only liable according to the legal provisions.


You can buy stamps at the reception.

from t - z

... from taxi to wake up Service


The reception is pleased to order a taxi. This service is free of charge.


In order to make an outside call please dial the “0“. 

We debit per minute as follows:
Germany:      € 0,30
Europe:         € 0,50
International: € 1,00

Through the following extension you can be reached directly:++ 49 – (0)40 – 51303 + your room number.
If you like to call another room, just dial the according room number.

Train station

The central station is in about 7 km distance from the hotel, and the station Dammtor in about 5 km. You can reach these stations by taxi, bus or subway. The bus station is directly in front of the hotel.

Take the bus 392 or bus 292 - 4 stations to Lattenkamp and change there to the U1, which goes directly to the central station for station Dammtor already step off at “Stephansplatz”.

TV / Sky

You receive the local satellite programme as well as a choice of charge-free sky channels. (Channel list in your TV).
Use the QR-Code besides the TV to access an electronic TV-guide.
“Bundesliga” will be shown in our hotel bar. 


It`s a rainy day and you won`t get wet. The reception team have some umbrellas for rent.

Ventilator / Heater

Available at the reception free of charge.


You will find bottled water placed inside your Minibar. Pricelist is placed inside the Minibar.

Wake up Service

Inform the reception the evening before (extension: -9). Wake-up service is carried out very precisely. Compensation claims of any kind are excluded in this relation. Additionally, you find a clock with wake-up function in each TV.