Here you will find all the important information about your stay - clearly organised as FAQs. Regardless of whether you are already staying with us or are still planning your trip: from arrival, room facilities, cuisine, wellness, mobility to safety and emergencies - we have answered the most frequently asked questions for you.
If you still have any questions, our team is always available to answer them in person at reception or by telephone. So you can relax, plan and enjoy your holiday.
In this section, you will find everything you need to know about your arrival and departure as well as the services at our reception. Here you will find answers to questions about check-in, check-out, payment options and other practical services that will make your stay as pleasant as possible.
Check-in is possible from 15:00. Earlier arrivals are possible by arrangement with reception, your luggage can be stored safely beforehand.
You can pay in cash or use debit/credit cards (Visa, Mastercard, American Express, Diners Club).
The registration form can be conveniently completed online to reduce waiting times at reception and speed up the check-in process. Please note that the check-in itself is completed at reception.
However, a convenient online check-out is available on the day of departure.
With our digital guest journey, you will experience a modern and comfortable stay. Your personal online access gives you access to all important information about your stay, such as your Wi-Fi password. You can also read digital magazines on your mobile device. This digital service helps to make your stay not only more efficient, but also more pleasant and stress-free.
Regular check-out must take place by 11:00 am. Late check-out until 16:00 can be arranged subject to availability and at an extra charge.
Yes, special requests such as surprises, flowers or decorations can be made in advance at reception. We will endeavour to fulfil your wishes in the best possible way to ensure you have an unforgettable stay at the Alsterkrug Hotel.
Yes, the reception offers secure luggage storage both before check-in and after check-out.
Reception is staffed 24 hours a day and can assist you with excursions, ticket bookings, wake-up service, organising taxis and transfers as well as technical problems in the rooms. On request, they can provide tips on restaurants and leisure activities.
Yes, we will be happy to bring an ironing board and iron to your room at no extra cost.
Please contact reception (internal telephone extension: 9)
The Best Western Premier Alsterkrug Hotel pursues a comprehensive sustainability strategy that takes both environmental and social aspects into account. This includes promoting environmentally friendly practices, using sustainable materials, supporting the local community and ensuring a fair and respectful working environment for all employees.
If you have not received a confirmation email after booking, please check your spam or junk mail folder first.
If you cannot find the confirmation there, please contact the reception or the booking team at the Alsterkrug Hotel directly:
Phone: +49 (0)40 513 03 0
E-mail: info@alsterkrug-hotel.de
The staff will check your booking immediately and send you the confirmation again. When contacting us, please have your booking name and the booking date ready to speed up processing.
For conference and event rooms you can reach our banqueting department
Mon.-Fri. from 9.00-17.45
under Tel. 040 51 303 - 504
or by e-mail to bankett@alsterkrug.de
Please contact reception. To protect your privacy, we will not send you any lost property unsolicited.
The reception of the Alsterkrug Hotel will be happy to help you with information on flight connections. Alternatively, you can contact the Hamburg Airport Information Centre directly: Telephone: 0-50 75 0.
You can also find important information about arrivals and departures, terminal information, services and current flights on the airport's official website:
The Free and Hanseatic City of Hamburg levies a culture and tourism tax (KTT) on paid overnight stays. The revenue is used for tourism, cultural and sports projects in Hamburg.
This means that both private and business travellers pay this tax for every overnight stay. The hotel automatically calculates the KTT based on the price of the overnight stay and pays it directly to the city. So you don't have to worry about it yourself - the amount is added to your bill.
Yes, the Alsterkrug Hotel has free umbrellas available for guests on rainy days. Please simply contact reception to borrow one.
Yes, you can use the wake-up service by informing reception the evening before by dialling the internal telephone extension 9. Wake-up calls are carried out with the utmost care; however, claims for damages are excluded.
In addition, each television in the room has an integrated clock with an alarm function, which you can use as an alternative.
Our rooms are comfortably and modernly equipped so that you feel completely at ease. In this section you can find out all about the room facilities, beds, safe, WiFi, technical equipment, additional services and special requests such as beds for allergy sufferers or babies.
All rooms offer:
Below you will find further information on our room categories.
Free high-speed WiFi is available in all rooms and public areas. Access data can be found in the room pass.
Clothing returned by 9:00 am will usually be cleaned within 48 hours. A minimum order value may apply. Details are available at reception.
You will find bathrobes and towels in your room. Should these not be sufficient, we will be happy to provide you with a replacement on request at reception.
If you need hotel slippers, you can also get them at reception for reasons of sustainability.
Rooms for allergy sufferers are available on request, please inform reception when booking.
To sleep even better in our hotel, you can choose your favourite from the following pillows: comfortable comfort pillow - pillow for allergy sufferers - neck-supporting pillow. Please ask at reception.
Baby cots are available free of charge on request. Children up to 12 years sleep in their parents' bed free of charge. Extra beds are always available in the Executive category.
Yes, you can use your own devices such as smartphone, tablet or laptop in your room without any problems. WLAN is available to you free of charge. If you need charging cables, adapters or plugs, you can borrow them from reception.
Yes, our meeting rooms and most room categories are equipped with air conditioning. The only exceptions are our Premium rooms with a quiet garden view.
Not your favourite temperature? We will be happy to provide you with a fan or fan heater on request - please contact our reception team by dialling 9 on your room telephone.
Yes, pets are allowed on request in selected room categories. Please inform reception of the size and type of your pet before booking; an additional fee of €15 per night will be charged.
No, unfortunately not because we are a smoke-free hotel. All rooms and all public areas are non-smoking areas. If you wish to smoke outside the hotel, you can do so in the smoking areas.
You receive the local satellite programme as well as a selection of international channels (channel overview on the TV). You can also use the TV set's smart functions to access your private Netflix account or other streaming services and media libraries. Alternatively, you can also play content from your private device (phone, tablet, etc.) on the TV set.
No problem - it can happen to anyone! Important small items such as sewing cases, hygiene and cosmetic articles (e.g. shower caps, combs, dental care sets, disposable razors, feminine hygiene articles) , flannels, additional towels, bath slippers, blankets or pillows and other useful items are available free of charge at reception.
Yes, all rooms at the Alsterkrug Hotel have a free safe in which you can safely store valuables, money or documents. Please note that the hotel is only liable for the contents in accordance with legal regulations.
There is no minibar in the room at the Alsterkrug Hotel. Instead, you can conveniently purchase snacks and cool drinks from the snack vending machine on the 2nd floor next to room 301.
Yes, all rooms are equipped with a capsule coffee machine. Two capsules are provided as standard on arrival. You can buy more capsules at reception at any time. This ensures your first coffee in the morning.
Kettles are available at reception on request.
Enjoy culinary variety and relaxing wellness offers at the Alsterkrug Hotel. Here you will find information about breakfast, room service, vegetarian and vegan options as well as the alsterSPA with sauna, fitness area and relaxation areas.
The alsterSPA comprises over 300 m² of relaxation and fitness, including:
Opening hours: daily 16:00-22:00. Children and teenagers have restricted access, please inform us in advance.
Further information about the alsterspa can be found under the following link:
Monday to Friday: 6:30-10:30 am, Saturday & Sunday: 7:00-11:00 am.
Look forward to freshly baked pastries, lovingly prepared egg dishes, selected sausage and cheese specialities, fresh fruit, muesli, juices and coffee and tea specialities. Special highlight: fresh fish, light and fluffy pancakes and a glass of sparkling Prosecco make for a special start to the day. For early risers, we offer a practical "Early Express" packed lunch if ordered in advance.
The hotel can provide special breakfast options on request, please inform reception of your requirements in advance. Our restaurant menu also offers various vegan or vegetarian options.
Yes, we would like to welcome you to Alsterkrug Restaurant
Alsterkrug Restaurant
Open for you Mon. to Sat. between 12:00 and 22:00!
We currently have a day off on Sundays.
We look forward to your table reservation under: 040 - 51 303 410
or directly:
Yes, there are restaurant options in the neighbourhood.
Braband Bistro & Wine
Mon - Sun from 12 - 10 pm
Kitchen hours from 12 - 3 pm and 6 - 9.30 pm / between 3 - 6 pm we serve tarte flambée & salad.
We look forward to your table reservation under: 040 - 38 677 161
or directly:
Yes, food and drinks can be ordered from 18:00-22:00 by dialling 410 (Alsterkrug Restaurant) or 9 (Reception) using the room telephone.
The fitness area is open daily 6:00 - 22:00 for you
1st Alsterkrug Restaurant
Open for you Mon. to Sat. between 12:00 and 22:00!
We currently have a day off on Sundays.
We look forward to your table reservation:
2nd Braband Bistro & Wine
Mon. - Sun. from 12 - 22 o'clock
Kitchen hours from 12 - 3 pm and 6 - 9.30 pm / between 3 - 6 pm we serve tarte flambée & salad.
We look forward to your table reservation LINK
The hotel offers numerous mobility options so that you can explore Hamburg and the surrounding area in comfort. In this section, you can find out all about car parks, electric charging options, public transport, shuttle services, leisure activities and tips for excursions.
Yes, reception can help you book taxis, airport transfers and excursions.
The bus stop "Alsterdorfer Damm" (lines 392 & 292) is located directly in front of the hotel. A change at the Lattenkamp underground station to the U1 will take you to the main railway station and the city centre.
The hotel's own outdoor car park is subject to availability (approx. €8/night). The underground car park costs approx. 18 €/night (max. entry height 2 m) and can be reserved for you. Charging facilities for electric vehicles are available in the underground car park; electricity costs are charged separately. Spaces with charging facilities can be reserved on request.
Bicycles, e-bikes and canoes can be hired for a fee. Cycling and hiking trails, e.g. along the Alster, are ideal for active guests. Reception can provide tips for excursions and sightseeing.
No, we will be happy to organise a taxi to the airport for you or alternatively you can take the bus.
From the Best Western Premier Alsterkrug Hotel you can easily reach Hamburg Airport (HAM) in about 9-11 minutes by bus.
Direct bus connection:
Note: The Alsterdorfer Damm bus stop is located directly in front of the hotel.
The following link will take you to the HVV website where you can call up current connections:
Yes, the hotel has an underground car park with five public charging points for electric vehicles. These charging points are equipped with type 2 sockets and use 100% green electricity, making their use CO₂-neutral. Guests can conveniently charge their electric cars here.
Hamburg Central Station is approx. 7 km from the hotel and Dammtor Station is approx. 5 km away. You can reach them by taxi, bus or underground. The bus stop is Alsterdorfer Damm, directly in front of the hotel. Take the 392 or 292 bus to U-Lattenkamp and change there to the U1 and travel to Hauptbahnhof. For Dammtor station, get off at the Stephansplatz stop.
Your safety is important to us. In this section you will find information on emergencies, fire, first aid, fire extinguishers, hygiene rules and medical assistance as well as instructions for guests with pets.
There are several GP surgeries in the immediate vicinity of Alsterdorfer Straße:
Practice Alsterdorf
Alsterdorfer Str. 188, 22297 Hamburg
Telephone: 040 515160
Internal general practice Dr Thiesemann
Alsterdorfer Str. 188, 22297 Hamburg
Telephone: 040 515160
Practice at Alsterdorfer Markt
Alsterdorfer Markt 8, 22297 Hamburg
Phone: 040 55204880
Dentistry:
Angela Zimmer
Bilser Straße 63 (Alsterdorf underground)
22297 Hamburg
Tel.: 0-51 51 53
The hotel reception will be happy to help you contact us or make an appointment.
Keep calm, close windows and doors and inform reception. Leave the building via the designated escape routes; lifts must not be used. Escape route plans are located on the room door and in the corridors.
On each floor at labelled locations.
Internally, dial "9" for reception.
Police: 0-110
Fire brigade/emergency doctor: 0-112
The staff provide first aid and information on pharmacies or emergency medical services in the area. There is also an AED available in the hotel lobby.
Important emergency numbers:
via reception: 9
or directly to the police: 0-110
or directly fire brigade/emergency doctor: 0-112
For minor "aches and pains", our first-aid kit with plasters etc. is available free of charge at reception.
Medical on-call service: 116 117
There are several pharmacies in the vicinity of Alsterdorfer Straße:
Adiuto Med Apotheke
Heselstücken 28, 22453 Hamburg
Phone: 040 22667541
Hammer Pharmacy
Alsterdorfer Str. 299, 22297 Hamburg
Phone: 040 512075
Heubergredder Pharmacy
Alsterdorfer Str. 284, 22297 Hamburg
Phone: 040 5119191
Pharmacy at Alsterdorfer Markt
Alsterdorfer Markt 8, 22297 Hamburg
Phone: 040 55204880
The hotel reception will be happy to provide you with up-to-date information and help you if required.
Rooms Division Manager
Do you have any questions about your stay at the Alsterkrug? I am happy to be there for you!
