FAQ

Where can I park, where are the parking spaces and what does it cost?
There is a public underground garage called “Alte Eisengießerei”, some 30 metres to the left of the main entrance with a brightly coloured door. If the green light is on there are vacant places. Pull a ticket out of the machine at the barrier and the roll-up gate will open.
For hotel guests, parking for 24 hours costs EUR 18.00.
If this car park is full (indicated by the red light “besetzt ”), please use one of the other public car parks in the immediate area. It is “First come, first serve”, as it is not possible unfortunately to reserve any parking spaces in advance. Only vehicles with a maximum height of 2 metres can use the car park.

What is the best way to get to the city centre?
Anyone happy to use public transport can jump on the US or S1 subway trains, or catch Bus 112 headed in the direction of “Hauptbahnhof”, and get off either at “Rathaus”, “Jungfernstieg” or “Stephansplatz”. Once you arrive you’ll have the Alster lake right next to you, as well as countless shopping amenities on “Neuer Wall” and on “Mönckebergstraße”. A taxi ride to the city centre takes around ten minutes. Taxis will either be parked outside the hotel entrance, or we will quickly call one for you.

How long is the reception open?
Around the clock from 0.00 am to 24.00 pm.

How do I get to the airport?
Either by taxi (depending on traffic, you will need between 20 and 45 minutes for the 12 km) or with the suburban rail line “S-Bahn Linie 1” (from the “Reeperbahn” station directly to Hamburg Airport, in the direction of Ohlsdorf/ Poppenbüttel). Other options include: Taking the U3 subway train one stop to “Landungsbrücken”, then changing to the “S1” in the direction of Ohlsdorf, as above. You should plan in approx. 45 minutes for this journey.

Is there a sauna in east?
No, there isn’t one – there are four. One Finnish sauna in the free-entry Mandarin Body & Soul on the third floor of the main building and three saunas (a Finnish sauna, steam room and bio sauna) in the east Sporting Club (subject to charge in some cases). There isn’t a swimming pool, but roof terraces for relaxing await you in both sauna areas!

Can I keep my luggage stored in the hotel?
Of course! We’re happy to keep your suitcase and bags safe either prior to your check-in or once you have checked out.
Are the prices per person or per room?
The prices quoted in east are per room and per night. The separately charged cost of breakfast is per person and per overnight stay.

When can I check in?
The rooms in east are available for check-in on the day of arrival from 2:00 pm (Monday to Friday), and at weekends (Saturday and Sunday) from 3:00 pm. On the day of departure your room must be vacated by 12:00 pm. Would you like to lie in? In that case, book your Late Check-out through to 4:00 pm when you make your reservation!

Can I make special requests regarding my room?
We are happy to take a note of whether you prefer a smoking or non-smoking room, and a bathtub or shower. We will endeavour to take requests into consideration, as far as the room category allows. Unfortunately, we cannot promise that all requests will always be met.

Are pets allowed in east hotel?
Dogs are permitted in east hotel as a general rule. We charge EUR 25.00 per dog per day. This includes a dog bed for your four-legged friend. Please book for your dog when you make your reservation!

Is there bed linen for allergy sufferers, woollen blankets or additional cushions?
Our bed linen is generally suitable for allergy sufferers. If you don’t have enough cushions or blankets, we are happy to bring additional bedding to your room.

Is there a laundry and ironing service in the hotel?
Our housekeeping service is happy to take care of your laundry and ironing! We will pass on any special requests to our professional cleaning service. Is it urgent? We are, of course, also happy to lend you an iron and ironing board.

Forgot your razor or toothbrush?
Cosmetics items such as disposable razors, toothbrushes, hairspray, tampons and condoms are available at reception upon request.

Is there free W-LAN in the hotel?
Free W-LAN is available free of charge in all rooms and public areas. All you need to do is register. east PRO can be booked for larger amounts of data.

Is there a safe in the room?
We strongly advise you to lock away your valuables! The safe is “hidden” in the wardrobe and features a plug socket so that you can charge your mobile, smartphone or notebook securely.

I would like to change the address on the invoice. How can I do that?
Write to buchhaltung@east-hamburg.de.
Your email should contain the following information:
• Invoice number
• Desired address
• Your email address
• Additional message/comments
Once we have received the original invoice we will send you a corrected invoice without delay.

Can my company cover the costs?
Yes, the invoice amounts for board or restaurant can be paid by your company – by means of a cost transfer using a valid company credit card or prepayment transfer prior to your arrival.

Costs have been calculated incorrectly on my invoice!
You think that costs on your invoice have been charged incorrectly or that your credit card has been charged when it shouldn’t have been. Who is the person to contact to clear up this problem? Our Guest Relations team is here to help. Please direct all enquiries to guestrelations@east-hamburg.de. Your message should include the following information:
• Amount invoiced
• Invoice number
• Precise booking text on the credit card invoice
• Amount you expected to be charged
• Date of purchase
• Your email address
• Additional message/comments
What is a guaranteed booking?
By providing us with a credit card or prepayment by bank transfer, the booking is guaranteed and we will keep the room free all night.

It is possible to cancel the reservation free of charge up until 6:00 pm on the day of arrival.

If the reservation is cancelled after 6:00 pm or you fail to check in, 80% of the room price will be charged. For group bookings or arrangements, special terms and conditions may apply.

What is a long-stay offer?
We will gladly provide you with a quote at a special rate for longer stays over several weeks.

Does the east cosmos offer brunch?
We serve an extended breakfast in east on Saturdays and Sundays from 7:00 am until 2:00 pm. This, however, does not include any warm dishes you might expect for a typical brunch. In clouds and coast in Hamburg we don’t serve any breakfast or brunch.

How can I acquire vouchers for one of the restaurants?
Vouchers are available to buy on our Homepage at www.east-hamburg.de/shop. Simply click the “Voucher” option. You can also acquire vouchers directly from the respective east outlet. In the case of coast by east Mallorca and Sansibar Wine Mallorca, it is only possible to acquire vouchers in person at the venue itself.

What payment options do I have?
In east, clouds and coast we accept payment by cash, EC card and credit card (Mastercard, Visa & American Express).

Do I have to reserve a table?
Making a reservation is recommended both in east and for all other outlets.

Is it possible to order food to take away?
In east, coast by east Hamburg and Mallorca, we offer sushi and sashimi for collection out of house. In clouds Hamburg, we regret that it is not possible to order any food to take away.

Is there free W-LAN?
Yes, we offer W-LAN free of charge in our restaurants and bars. Please ask our service staff for more information!

Where can I eat lunch in the east cosmos?
We offer lunch in east every day from Monday to Friday (excluding public holidays) from 12:00 – 3:00 pm. We regularly post the current menu on Facebook, e.g. at www.facebook.com/eastcosmos and send it out in our weekly newsletter.
Phone: +49 (0) 40 – 30 99 33
Email: restaurant@east-hamburg.de

In coast by east Hamburg, we offer lunch daily from Monday to Friday (excluding public holidays) from 12:00 – 5:00 pm. We also serve the normal menu during this time.
In clouds Hamburg, we provide a lunch menu on a daily basis from Monday to Friday (excluding public holidays) from 11:30 am to 2:00 pm. You will find the dishes currently on offer on our website www.clouds-hamburg.de
In Sansibar Wine Mallorca, we offer lunch from March through to December, and in coast by east Mallorca from June to October.

Do you provide special dishes for allergy sufferers?
Of course! Our team will be happy to advise you at your table about the choice of dishes.

Can I order vegetarian and vegan dishes as well?
You can enjoy vegetarian cuisine in all restaurants within the east cosmos. A choice of vegan meals is also available at all times in east. In the other outlets we would ask that you clarify this before your visit.

Are dogs allowed?
We are happy to welcome all well-behaved four-legged friends! Please state this when making your reservation.

Where can I park?
east, clouds and coast by east are each connected to underground garages where charges apply. In coast by east Mallorca/ Sansibar Wine, parking in the car park is even free of charge.

Is it possible to rent out the venues exclusively?
Exclusive or partial rental of the premises is possible in all outlets. Our event department is happy to answer any questions you may have in this regard:
Email: events@east-hamburg.de

Are reservations at the bar possible?
In principle, yes. The respective host takes care of all bar reservations. Please contact:
east : +4940309933
coast by east Hamburg: +494030993230
clouds: +494030993280
coast by east Mallorca and Sansibar Wine : + 34971576757