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Your Questions
Our Answers

To make your booking, your stay with us or your evening in our restaurants or bars as comfortable as possible, we have collected the most frequently asked questions and the subsequent answers.

If your required information is still missing, we are glad to help you via telephone:
+49 (0) 40 31119 - 0.

Questions and Answers concerning COVID-19

Below you will find the answers to the most frequently asked questions about our hotel during the COVID-19 pandemic.

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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 guest. Unfortunately we will close our doors from 02.11.2020. Should you nevertheless plan to come to us after the reopening, we will provide you with the most important information.

  • Is the hotel still open?

    The hotel is closed until further notice.

  • 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.

  • Is the Fitness & SPA area open?

    Our fitness and spa area is closed until further notice.

  • Are the restaurants and bars open at the hotel?

    The Skyline Bar 20up, our bar and fireplace lounge DAVID'S and our restaurant waterkant are closed until further notice.

Any questions before your booking?

Would you like to travel again after this time out, preferably to Hamburg with the best view of the port of Hamburg? Unfortunately we are closed from 02.11. until further notice. As soon as we are open again, we are looking forward to seeing you. If you want to inform yourself in advance, we hope you will find all the answers to your questions here.

  • Am I currently allowed to travel to Hamburg?

    Travel that cannot be declared as business travel is currently prohibited.

  • 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.

  • 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?

    The Skyline Bar 20up, our bar and fireplace lounge DAVID'S and the restaurant waterkant are closed until further notice.

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.

  • I already have a reservation. Can I check in?

    The hotel is closed until further notice. Bookings made at this time will be cancelled by 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 31.01.2021 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.

  • Are the restaurant and bars currently open?

    The Skyline Bar 20up, our bar and fireplace lounge DAVID'S and the restaurant waterkant are closed until further notice.

  • 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 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.

  • Can my business trip take place?

    No - the hotel is closed until further notice.

  • 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?

    Events cannot be held due to the temporary closure of the hotel.

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

    Events cannot be held due to the temporary closure of the hotel.

  • 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 be available at the buffet. 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.

FAQs Rooms

  • When are check-in and check-out?

    We guarantee the check-in at 3 pm and kindly ask you to check out before 11 am. If you would like to request an early check-in or late check-out please do not hesitate to contact us prior to your arrival.

  • At what time is breakfast going to be served and do I have to book it in advance?

    A good start into the day includes a delicious breakfast. We provide you again with our rich breakfast buffet.

    For further information, please click here.

  • Are there any parking possibilities?

    Yes, we offer public underground parking wich is located directly under the Empire Riverside Hotel. The charge is 20 € for 24 hours. Unfortunately it is not possible to reserve a parking spot in advance. The height and width of the driveway are 2 metres.

  • Which room offers harbour view?

    Rooms of the category Upside and Riverview as well as our Junior Suites guarantee an unforgettable view over harbour, city and the river Elbe.

  • What is the difference between Riverside and Riverview?

    Rooms of the category Riverside offer a floor-to-ceiling panoramic window and a view to the city or the river Elbe. Rooms of the category Riverview offer two floor-to-ceiling panoramic windows with views over harbour and city (corner rooms).

  • How do I book a room?

    Your are welcome to book your prefered room online, via E-Mail at reservierung@hotel-hamburg.de or via telephone dialling +49 (0) 40 31 11 9 70 600.

  • Do I have to give my credit card details for booking?

    If you do not own a creditcard, you have the possibility to book via telephone without entering credit card details (not applicable for every category, rate and date and only possible if you're living in Germany). Alternatively you can book your room online and choose PayPal or direct payment as a method of payment.

  • What about complimentary WIFI?

    Yes, we offer complimentary highspeed internet (4mbits/s). Furthermore, you can choose an update free of charge, which enables you to surf the internet with 12mbits/s for 24 hours. Please type in your 5-digit roomnumber (e.g. 1 - 1604) and your last name to login.

  • Do you offer a wellness area?

    We have a fitness & SPA area with fitness equipment, Finnish sauna and steam bath. The use is free of charge for hotel guests. Treatments are not offered. Our fitness and SPA area is open daily from 10:00 am to 10:00 pm.
    Please contact the reception desk to use the fitness and SPA area. For your safety, a maximum of three people may exercise in the fitness area at the same time.

  • Can I bring my dog?

    Yes, you do not have to travel without your dog while staying with us. We charge 25 € per dog and day regardless of the dog's size.

  • Do you have smoking rooms?

    No, since March 2017 we are a non-smoking hotel.

  • Can I cancel my booked room?

    You can cancel our best flexible rate until 12 pm on the day of arrival. For booking, please note that the cancellation policy may vary with other rates or special dates e.g fairs, harbour birthday, holidays or New Years Eve.

  • Do prices include taxes?

    Yes, all of our prices for hotel rooms include VAT and the local culture- and tourism-tax. If you are travelling for business reasons, please be sure to fill out this document and send it to us or hand it to us at check-in to excempt yourself from taxes.

FAQs Skyline Bar 20up

  • What are the opening hours?

    Temporary opening hours
    From 02.11. the bar is closed until further notice.

  • How do I reserve a table?

    Table reservations can only be made via E-Mail to 20up@hotel-hamburg.de. Please note that we can only exept few table reservations per day. Alternatively we are looking forward to welcome you without a reservation.

  • Is there a dress code?

    We would like to kindly ask for a "sporty elegant" dresscode. Please refrain from casual clothing. We request you to leave your jacket, coat and bags at the wardrobe.

  • Is there an age restriction?

    Minors between the age of 11 to 16 must be accompanied by an adult and the entry is only permitted till 10 pm. Adolescents between the age of 16 and 18 must bee accompanied by an adult and the entry is only permitted until midnight.

  • Can I pay by card?

    Yes, you can pay by debit or credit card.

  • Can I bring my dog?

    No, please refrain from bringing your dog to our Skyline Bar 20up. Louder music and the amount of guests would not please him anyway. With pleasure we would like to inform you taht we are happy to welcome you and your dog in our bar & fireplace lounge DAVID's at the groundfloor.

  • Can I smoke in the bar?

    No smoking is only allowed outside of the building. This also applies to e-cigarettes.

  • Do you serve food?

    Yes, enjoy the sushi or sashimi mix of Hamburgs most known sushi chef Chantira "TUK" Bedick from 6 pm to 9 pm daily while watching ships and clouds roll by.

  • Can I bring cake or other food to the bar?

    No, we kindly ask you to refrain from bringing cake and food to the Skyline Bar 20up.

  • Can I make an exxlusiv booking for the bar?

    Yes, it is possible to book the Skyline Bar 20up exclusively. The request depends on availability. Please send your request to 20up@hotel-hamburg.de.

  • Can I validate my parking ticket in the bar?

    No, please validate your parking ticket at the automated pay station on the first or second basement.

FAQs Restaurant waterkant

  • What are the opening hours?

    The restaurant waterkant is closed due to Corona until further notice.
    Opening hours as soon as we reopen:
    We are looking forward to welcome you from 5.30 pm to 10 pm daily.

  • How do I reserve a table?

    Table reservations can easily be made online, via E-Mail at waterkant@hotel-hamburg.de or via telephone dialing +49 (0) 40 31 11 9 70 480.

  • Do you serve special menus?

    Yes, in addition to our regular menu we offer our daily changing Catch of the Day which is freshly caught fish from the market.

    Furthermore you can enjoy various menus like our "Kiezmenu", the "Tastingmenu" or the menu "waterkant goes 20up". We kindly asking for a table reservation.

  • Can I order a special fish in advance?

    Yes, we would love to note down the fish you would like to eat (species and weight). Please be informed that the fullfilment of your desire depends in fishermens' luck.

  • Can I come by with a larger group of people?

    We gladly welcome your friends, colleagues or family. Please send your group request to waterkant@hotel-hamburg.de.

    Please note that we serve a preselected menu for groups larger then 16 people, because we want to make sure everybody gets their food at the same time.

  • Are there alternatives without fish?

    Yes, besides fish we serve delicacies for meat lovers and vegetarians.

FAQs Conferences & Events

  • Do rooms have daylight?

    Yes, each of our conference rooms is equipped with one floor-to-celing panorama window across not less then one entire wall.

  • Can I book the Skyline Bar 20up exclusively?

    Yes, it is possible to book the Skyline Bar 20up for exclusively. The request depends on availability. Please send an E-Mail to events@hotel-hamburg.de.

  • Where is lunch going to be served?

    Depending on the number of guests attending your conference, lunch is going to be served in our restaurant waterkant or in the foyer of your conference room.

  • Is WiFi complimentary?

    Yes, we provide highspeed Internet (4mbits/s) free of charge. Alternatively, we offer you an upgrade on request (fee required)

  • Are there any parking possibilities?

    Yes, we offer public underground parking, wich is located directly under the Empire Riverside Hotel. The charge is 20 € for 24 hours. Unfortunately it is not possible to reserve a parking spot in advance. The height and width of the driveway are 2 meters.

  • Do prices include taxes?

    Yes, all of our prices include VAT.

  • How do I book a room?

    We are looking forward to your request via our contact form, via E-Mail to events@hotel-hamburg.de or via telephone +49 (0) 40 31 11 9 70 700.

  • Can I inspect the rooms in advance?

    Yes, we are happy to make an appointment for a personal inspection. Please send us an E-Mail to events@hotel-hamburg.de or give us a call at +49 (0) 40 31 11 9 70 700.

  • How many conference rooms do you have?

    In total, we offer eight conference rooms in different sizes. With pleasure we offer conference floors with a combinaton of different rooms.

  • How many people fit in one room?

    Our conference and event rooms are suited for 10 to 350 people. If you plan to organize a bigger event we can offer a combination of different rooms or conference floors to realize your event up to 1.000 guests.

  • Can I send packages to the hotel prior the event?

    Yes, we will gladly we recieve your package 2 days prior the beginning of your event or conference. Please note down the events name and date.

  • Is there a connection between Hotel Hafen Hamburg and Empire Riverside Hotel?

    Yes, the hotels are in one ownership and have one administration. With pleasure we offer a combination of rooms and conference rooms for both hotels. The distance between the two houses is only 400 meters.

Your question is not answered yet?

Please contact us. We will be glad to help you as soon as possible.

Empire Riverside Hotel

Empire Riverside GmbH & Co. KG
Bernhard-Nocht-Straße 97
20359 Hamburg

+49 (0) 40 31119 - 0 info@empire-riverside.de
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