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Corona Virus - Everything you need to know

We take your safety and the measures for further containment of the Corona Virus seriously. On this page you will find all information about your and our safety, your already made or future bookings and information about how we deal with the current situation. In short: A collection of all answers to the most frequently asked questions of our guests - maybe you will find the information you are looking for?

Last Update: 12.10.2020

What awaits you here

To make sure you feel completely comfortable and enjoy your stay to the full, we have taken safety measures and precautions to protect your and our colleagues' health. Here you can get a first impression of what you can expect from us at the moment.

Your safety

We are hosts from the heart. The last weeks were therefore especially hard for us, because the most important thing was missing: You! Our guests. We are therefore all the more delighted that you would like to visit us. In order that you not only feel safe with us but are safe with us, we have taken measures about which we would like to inform you.

To the overview
  • Is there an obligation to wear a face protection mask?

    At the Hotel: Our colleagues wear a mask at all times - whether at reception, in the back office or when cleaning your room.
    We would also like to ask you to always wear a protective mask outside your room while you are moving around the premises.

    In Hamburg:
    Masks are only required in certain public places and only at certain hours in Hamburg. You can see an overview of the affected places here.

  • Do employees have to wear gloves?

    Our staff always wear gloves when cleaning your room and preparing food.

  • How does the hotel handle disinfection?

    We provide you with disinfectants at the entrances and exits in our lobby.
    Our employees have committed themselves to wash and disinfect their hands regularly and thoroughly.

  • How am I protected when checking in at the reception?

    We have put up glass panels at the reception desk to protect you and ourselves. We have also upgraded our card payment devices and would like to ask you to pay cashless by EC or credit card. Pens and key cards are disinfected before we hand them over to you. For a smooth process, distance markings are placed on the floor.

  • How is it prevented that I come into contact with other guests?

    In order to protect your safety and the safety of others, we would like to ask you not to get into an elevator together with other guests, if you are not sharing a room anyway. We have 4 very fast elevators in use and ask you to wait a short time if necessary.

  • How is my room being cleaned?

    We want you to feel and be safe in your room. These are measures we have taken to protect your health:

    - Special training of our colleagues in our housekeeping department
    - Wearing gloves and respiratory mask during cleaning
    - Daily disinfection of surfaces and frequently touched objects (e.g. door and window handles, taps, remote control, etc.)
    - Use of a surface disinfectant that is suitable for viruses
    - Reduce all objects in the room to the most necessary (bedtime treat, flyer on the bed, etc.)
    - Daily exchange of all towels
    - Your bed linen is cleaned with antiviral detergent

  • Do I get breakfast in the morning?

    A good start to the day includes a delicious breakfast. From now on we provide you with our rich breakfast buffet again.
    For further information, please click here.

  • Are the restaurants and bars open at the hotel?

    Since the 20th May 2020 our Skyline Bar 20up is open again. As we are not yet allowed to resume regular bar operations, we will provide you with sushi, soft drinks, wine, beer and long drinks for the time being and with sufficient distance. Opening hours: daily: 6 pm to 11 pm | kitchen: 8 pm to 11 pm

    We are also happy to welcome you at DAVID`S! Opening hours: Tuesday to Saturday from 5 pm until 11 pm | kitchen: 6pm to 9:45 pm | sushi: 6 pm to 9:45 pm

    Restaurant waterkant remains closed until further notice.

    Please contact us in any case for a reservation before your visit .

  • Is the Fitness & SPA area open?

    Our fitness and spa area is open from 10 am to 10 pm. To use the SPA area, please contact the front desk.
    For using the fitness and SPA area please register at the reception. For your safety, a maximum of three people may exercise here at the same time.

Any questions before your booking?

You would like to travel again after this time out and preferably to Hamburg with the best view of the port of Hamburg? We are already looking forward to meeting you! However, if you have any questions beforehand, you can find the answers here!

To the overview
  • Am I currently allowed to travel to Hamburg?

    Since 13th of May 2020 we are looking forward to your arrival, whether it is for private or professional reasons.

    Attention!
    If you have stayed within the last 14 days in a risk area (list of the Robert Koch Institute) or in an inner-German district with an increased risk of infection, we are not allowed to accommodate you according to §16 of the Hamburg Ordinance for the Containment of the Spread of the Corona Virus of 02.10.2020. This also applies to areas and inner-German districts that were included up to 14 days before arrival but are now no longer listed.

    Guests staying in one of the above mentioned regions may arrive if a negative corona test result is submitted, which is not older than 48 hours or if you travel for business purposes.

    Please check before your arrival if there is anything that stands in the way of your stay with us.
    In case of uncertainties and questions, please feel free to contact us at any time.

  • Do I always have to wear a mask in Hamburg?

    In Hamburg: Masks are only required in certain public places and only at certain hours in Hamburg. You can see an overview of the affected places here.

    At the Hotel: Our colleagues wear a mask at all times - whether at reception, in the back office or when cleaning your room.
    We would also like to ask you to always wear a protective mask outside your room while you are moving around the premises.

  • I'd like to make a reservation. What's the best way to do that?

    You will always get the best prices on our website. Here you will also get a good overview of available room categories and rates: Book now.

  • What happens if the measures intensify again and travel is not possible?

    In order to guarantee you the most possible flexibility, we are offering you rates for the coming period, which are rebookable or cancelable until shortly before your stay. You can find these directly on our website.

  • Before I book, I want to know how the hotel takes care of my safety!

    We have compiled a detailed catalogue of questions and answers on the subject of safety and health in hotels. Click here to learn more.

  • Is a trip to Hamburg currently worthwhile?

    Absolutely! Little by little, not only does life return to our hotel, but the whole city is coming back to life. Cafes, restaurants and bars are open again. Nothing stands in the way of an extensive shopping spree or a relaxed visit to the Miniatur Wunderland with the whole family. Although musicals and clubs are still closed, Hamburg has a lot more to offer that is definitely worth discovering!

    Have a look at our 'things to do' and start exploring Hamburg with us!

  • Do I get breakfast in the morning?

    A good start to the day includes a delicious breakfast. From now on we provide you with our rich breakfast buffet again.

    For further information, please click here.

  • Are the restaurants and bars in the hotel currently open?

    Since the 20th May 2020 our Skyline Bar 20up is open again. As we are not yet allowed to resume regular bar operations, we will provide you with sushi, soft drinks, wine, beer and long drinks for the time being and with sufficient distance. Opening hours: daily: 6 pm to 11 pm | kitchen: 8 pm to 11 pm

    We are also happy to welcome you at DAVID`S! Opening hours: Tuesday to Saturday from 5 pm until 11 pm | kitchen: 6 pm to 9:45 pm | sushi: 6 pm to 9:45 pm

    Restaurant waterkant remains closed until further notice.

    Please contact us in any case for a reservation before visiting.

Your existing booking

You are wondering if you can keep your already made booking or have bought tickets for a musical? We would be happy to inform you about current travel regulations for Hamburg. You will also find answers to possible questions about your voucher, which you received as a replacement for a reservation from March to May.

To the overview
  • I already have a reservation. Can I check in?

    Since 13 May 2020, we are looking forward to your arrival, whether it is for private or professional reasons.

    Attention!
    If you have stayed within the last 14 days in a risk area (list of the Robert Koch Institute) or in an inner-German district with an increased risk of infection, we are not allowed to accommodate you according to §16 of the Hamburg Ordinance for the Containment of the Spread of the Corona Virus of 02.10.2020. This also applies to areas and inner-German districts that were included up to 14 days before arrival but are now no longer listed.

    Guests staying in one of the above-mentioned regions may arrive if a negative corona test result is submitted, which is not older than 48 hours or if you travel for business purposes.

    Please check before your arrival if there is anything that stands in the way of your stay with us.
    In case of uncertainties and questions, please feel free to contact us at any time.

  • I bought tickets to a musical. Is the show going to happen?

    All musical shows have been cancelled until 31.10.2020 due to the Covid-19 pandemic. You can rebook your already paid musical tickets within the next 12 months. Please contact our reservations department by e-mail at reservierung@hotel-hamburg.de or by phone at +49 (0) 40 31119 - 70 600.

  • I have a reservation but I am not sure if I should come. How does the hotel take care of my health?

    We have compiled a detailed catalogue of questions and answers on the subject of safety and health in hotels. Click here to learn more.

  • I have received a voucher as replacement for my cancelled booking. How can I redeem it?

    We would like to thank you once again for accepting our voucher as a substitute for your impossible journey. You have made a great contribution to helping us through this difficult time. We are therefore all the more pleased that you would now like to join us.

    To redeem your voucher, please contact us at reservierung@hotel-hamburg.de or +49 (0) 40 31 11 9 70 600 and state your new desired date and your reservation number, which is noted on the voucher.

  • I have received a voucher as replacement for my cancelled booking. Do I have to travel myself or can I pass on the voucher?

    You do not have to use the voucher yourself. A name change of your booking is of course free of charge.

  • I would like to cancel my reservation. How do I do that?

    Your cancellation options depend on your cancellation conditions and the booking method you chose.

    You can see your cancellation terms on your reservation confirmation. Please cancel your room within the periods indicated on it. If you have decided on a non cancelable rate at the time of booking, please contact us at reservierung@hotel-hamburg.de.

    We would also like to ask you to cancel your reservation in the same way as you made your reservation.

    Website of the Empire Riverside Hotel: https://onepagebooking.com/empire/modify-booking
    Reservation by phone or mail directly at the hotel: +49 (0) 40 31119 70 600 or reservierung@hotel-hamburg.de

    If you made your reservation via booking.com, Expedia, a travel agency or any other booking platform, they are also responsible for cancellations.

    If you have any questions regarding your cancellation options, we will be happy to assist you at any time. We would be pleased if you decide to change your booking instead of cancelling and visit us at another time.

Restaurants & Bars

Finally enjoying delicious food again in the good atmosphere of a restaurant? We missed it too! How you can enjoy your meal in spite of a face mask and whether the Skyline Bar 20up 90 meters above the Elbe is open again, you can find out with the following questions and the corresponding answers.

To the overview
  • Are the restaurant and bars currently open?

    Since the 20th May 2020 our Skyline Bar 20up is open again. As we are not yet allowed to resume regular bar operations, we will provide you with sushi, soft drinks, wine, beer and long drinks for the time being and with sufficient distance. Opening hours: daily: 6 pm to 11 pm | kitchen: 8 pm to 11 pm

    We are also happy to welcome you at DAVID`S! Opening hours: Tuesday to Saturday from 6 pm until 11 pm | kitchen: 6 pm to 9:45 pm | sushi: 6 pm to 9:45 pm

    Restaurant waterkant remains closed until further notice.

    Please contact us in any case for a reservation before visiting.

  • Do I have to book a table?

    Yes! In order to comply with distance regulations, we have to reduce our number of tables considerably. Please contact us in any case for a reservation - even at short notice. Contact details and request form can be found here.
    We will be happy to book a table for you for a stay of 1.5 hours.

    When you arrive, please wait in front of the restaurant or the bar with a distance of 2 meters between each other.

  • Is there a distance regulation?

    Yes, there is a minimum distance of 2 metres between the tables and 1.5 metres between all seated guests. Please make sure that this is observed both standing and walking.

  • Why are my name and phone number noted at the entrance?

    With the registration of your name and your telephone number, we create a contact person list. In the event that one of our guests was already unknowingly infected with Corona during a stay with us, this contact person list is for your protection, so that you can be informed.

  • Is it possible to only have drinks at the 20up?

    Yes, we are pleased about your visit, even if you only come by for a drink.

  • Is it obligatory to wear a face mask?

    Our colleagues wear a mask at all times - whether in the restaurant, when preparing your food and drinks or behind the scenes.
    We would also like to ask you to wear a mask outside the restaurant or the bar while you move around the hotel. At your table, you can of course take off the mask for the consumption of food and drinks.

  • How safe is the preparation of my food and drinks?

    Our employees always wear gloves when preparing your food and drinks. In addition, our kitchen and service personnel are trained in correct hand washing and hand hygiene (even before Corona). Our suppliers have also taken the same measures.

  • How and what is disinfected?

    We provide disinfectants in our hotel lobby and at the entrance of our restaurant. Please disinfect your hands before entering.

    Our employees have also committed themselves to washing and disinfecting their hands regularly and thoroughly.

    After each use of menus, chairs and tables we disinfect the surfaces with a surface disinfectant suitable for viruses.

  • I have symptoms. Can I still come over?

    No, if you have typical Corona symptoms, we would urge you to stay at home.

Business trips, conferences & private events

Are you looking for a safe hotel for your business trip, are you interested in one of our event rooms for a conference or would you like to celebrate your birthday, wedding or anniversary with us? You'll find answers to this and more with the most frequent questions of our guests.

To the overview
  • Can my business trip take place?

    Yes! We are looking forward to welcoming you soon.

    If you do not have a room reservation yet, the following booking options are available to you:
    Website: Here you will find daily updated rates and a good overview of our flexible rates.
    Reservations department: We look forward to receiving your reservation at the daily or company rate at reservierung@hotel-hamburg.de or +49 (0) 40 31119 70 600

    To arrange business rates, please contact us at sales@hotel-hamburg.de or +49 31119 70 740.

    Attention!
    If you have stayed within the last 14 days in a risk area (list of the Robert Koch Institute) or in an inner-German district with an increased risk of infection, we are not allowed to accommodate you according to §16 of the Hamburg Ordinance for the Containment of the Spread of the Corona Virus of 02.10.2020. This also applies to areas and inner-German districts that were included up to 14 days before arrival but are now no longer listed.

    Guests staying in one of the above mentioned regions may arrive if a negative corona test result is submitted, which is not older than 48 hours or if you travel for business purposes.

    Please check before your arrival if there is anything that stands in the way of your stay with us.
    In case of uncertainties and questions, please feel free to contact us at any time.

  • My company rate includes breakfast. Do I currently get this at the hotel?

    Yes, even at this time you do not have to miss your breakfast. From now on we provide you with our rich breakfast buffet again.

    For more information about the breakfast buffet, please click here.

  • How am I protected during my stay at the hotel?

    We have compiled a detailed catalogue of questions and answers on the subject of safety and health in hotels. Click here to learn more.

  • What safety rules (e.g. face mask) must I follow during my stay?

    We have compiled a detailed catalogue of questions and answers on the subject of safety and health in hotels. Click here to learn more.

  • Does the current situation affect the availability of my business rate?

    No, we look forward to receiving your reservation at the daily or business rate at reservierung@hotel-hamburg.de or +49 (0) 40 31119 70 600.

    If you have any questions regarding your company rate, please contact us at sales@hotel-hamburg.de or +49 (0) 40 31119 70 740.

  • From what time on, conferences and events can be held?

    Since 1 July, events for up to 650 people indoors and up to 1,000 people outdoors are again permitted, subject to compliance with the applicable hygiene and distance regulations. Events without fixed seating, where alcoholic beverages are served, are limited to 50 persons.

  • Can my private party (e.g. wedding, birthday, anniversary) be held?

    Private parties with up to 50 people (with serving of alcohol) and up to 100 people (without serving alcohol) are permitted again. Dancing is currently still prohibited. We kindly ask you to observe the distance rules for parties outside the immediate family circle.

  • What is the hygiene concept of the hotel for conferences and meetings?

    Due to the prescribed minimum distance between conference participants, the maximum capacity of our premises is currently very limited.
    Your personal contact (at events@hotel-hamburg.de or +49 (0) 40 31119 70 700) will be happy to show you alternative possibilities for your event so that the hygiene regulations can be observed. Among other things, it may be necessary to reduce the number of participants or rebook to another room.

    We take your and our guests' health and safety very seriously. For this purpose, we rely on our hygiene concept for conferences:

    - If there are several conferences, we pay attention to splitting over several floors or to the coordination of the break times, so that conference guests do not mix.
    - All house guests are required to wear face masks in public areas.
    - The appropriate routes for entering and leaving the room are marked to avoid oncoming traffic in the entrance area as far as possible.
    - Sponsor and exhibitor stands in the break area are only possible under certain circumstances. This mainly depends on the number of participants and stands.
    - Coffee break snacks and lunch will not be available for self-service at the buffet, but will be handed out by an employee wearing a face mask and gloves behind acrylic glass. Participants are encouraged to consume food and hot drinks at their seat in the conference room, as the minimum distance in the break area may not be maintained.
    - Starters and desserts are provided in closed containers for self-service.
    - Hotel staff wears face masks and if necessary gloves at all times.
    - Disinfectant is available at the entrance to the hotel and in the break area in front of the conference room
    - In the entire house, special attention is paid to the disinfection of door handles, handrails, elevator buttons, etc.

  • How are the conference rooms supplied with fresh air?

    Due to security reasons, no windows may be opened in all our conference rooms.
    All meeting space are equipped with mechanical ventilation systems, provided by combined central ventilation to further, cool and heat pure external air (in contrast to the air inside the room being circulated or reprocessed).
    The maximum power of these systems aligns with the room size and equates to the following change of air ventilation per hour;

    Ballroom (305 qm) – 13-fold
    Conference 2A, 2B, 3C, 3D (53-105 qm) – 8,5-fold
    Conference 3E (57 qm) – 2-fold
    Harbour Kitchen (120 qm) – 15-fold
    Hideaway (82 qm)– 2-fold
    Restaurant waterkant – 15-fold

  • Is it mandatory to wear a face mask during events?

    As long as you are on your seat in the conference room, you are not required to wear a mask.

    Outside the event room we would like to ask you to always wear a protective mask while you are moving around inside the hotel.

    Our colleagues wear a mask at all times - whether in the event room, in the back office area or when preparing your food and drinks.

  • Is there a possibility to disinfect hands within the event room?

    Yes, a disinfectant dispenser is available in each function room.

  • Can minimum distances be kept during the event?

    Yes, there is a minimum distance between seats. To make this possible, we have defined modified maximum capacities per room. Please get in touch with your contact person directly or contact events@hotel-hamburg.de or +49 (0) 40 31119 70 700 to find out more.

  • Can lunch breaks currently take place?

    Yes, lunch breaks are available again! In order to ensure that the distance regulations can be observed, meal times are staggered in the restaurant.

    Our employees always wear gloves when preparing your food and drinks. Furthermore, our kitchen and service staff is trained in the correct handwashing and hand hygiene (by the way, already before Corona). Our suppliers have also taken the same measures.

  • Can dinners take place at the moment?

    Yes, dinners can take place again. According to the safety regulations for gastronomic establishments, we are allowed to serve dinners for up to 50 people with alcohol and up to 100 people without alcohol. The distance between the tables is 1.5 meters.

  • Can coffee breaks currently take place?

    Coffee breaks can take place again.
    We kindly ask all guests to disinfect their hands in advance.

Planning a trip to Hamburg now?

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