Hamburger Original

Frequently asked questions

Here you will find answers to your questions 



  • Where in the city is the hotel located?
    Right in the city center of Hamburg. In the heart of the Hanseatic city, between Stadthausbrücke, Große Bleichen and Neuer Wall, you will find the TORTUE HAMBURG en passant in the middle of the Stadthöfe. In a central downtown location, the diverse shopping opportunities and sights, such as the harbor, the Elbphilharmonie, the Speicherstadt, the HafenCity or the City Hall and the Jungfernstieg, are all within walking distance.
    Address: Stadthausbrücke 10, 20355 Hamburg, Germany
    More information about the location and the sights in Hamburg HEREor Google Maps HERE.


  • Are there parking facilities at the hotel and if so, how much do they cost?
    We do not have a parking garage, but you have the possibility to park in the following garages:
    Valet Parking (park the car in front of the hotel, we will be happy to park it for you): Euro 39,00 per day 
    APCOA Große Bleichen (Große Bleichen 35, 20354 Hamburg): Euro 35,00 for 24 hours
    CONTIPARK Deutsch-Japanisches Zentrum (An der Stadthausbrücke 1, 20355 Hamburg): Euro 37,00 for 24 hours


  • Does the hotel have a shuttle service?
    We do offer our “Driving Butler Service”. For a booking, pricing, and more information, please contact our front office team at or 0049 (0) 40 33 44 14 00.


  • How do I get from the central station to the hotel?
    You can find more information about train connections HERE.
    Central Station to the hotel: From the central station take the train "S1" in the direction of "Wedel", or the train "S3" in the direction of "Pinneberg".  Get off at the station “Stadthausbrücke”.
    Hotel to the Central Station: From the S-Bahn stop "Stadthausbrücke", take either the train "S1" in the direction "Poppenbüttel", or the train "S3" in direction "Buxtehude". Get off at the station “Hamburg Hauptbahnhof”.


  • How do I get from the airport to the hotel?
    You can find more information about train connections HERE.
    Airport to the hotel: From Hamburg Airport, take the train "S1" in the direction of "Wedel" or “Blankenese”. 
    Hotel to the airport: From the S-Bahn stop "Stadthausbrücke", take the train "S1" in the direction of "Hamburg Airport". Attention: Please board the first three carriages, as only these will take you to the airport.


  • What are your check-in and check-out times?
    Check-in: from 4.00 pm 
    Check-out: until 12.00 pm


  • How can I change or cancel a reservation?
    Kindly contact our front office team for any changes and/or cancellations under or 0049 (0) 40 33 44 14 00.
    You can find our cancellation policy HERE. 


  • How can I make a group reservation?
    Please contact us for group reservations at:


  • How long is the reception staffed?
    Our reception is staffed 24 hours a day every day.


  • Which credit cards are accepted?
    MasterCard, Visa, American Express.


  • What is your policy for dogs?
    There is a charge of Euro 30,00 per dog per night. The price includes a treatment consisting of two dog bowls and a dog bed, as well as the subsequent cleaning.


  • Is it possible to put an extra bed in the room?
    Extra beds can be booked starting from the Junior Suite category. Please note that there is not enough space available for an extra bed in the rooms below this category. The extra bed will be charged with Euro 50,00 per night.


  • Is it possible to put a baby crib in the room?
    Baby cribs can be placed in the room free of charge from the large category. this must be requested at the time of reservation. The cribs are suitable for children up to three years.


  • Do you have wheelchair accessible rooms?
    The hotel has only one wheelchair accessible room.


  • Do you have smoking rooms?
    The hotel does not have smoking rooms; however we may provide you with a room with a French balcony, subject to availability.


  • Who should I contact if I forget or lose something in the room?
    Please contact our reception team directly either at or 0049 (0) 40 33 44 14 00.


  • How much does breakfast cost?
    Breakfast costs Euro 55,00, but may also be ordered individually as à la carte.
    Enjoy our varied selection of à la carte dishes: from homemade jam, cream cheese, butter, a selection of sausage and cheese specialties, to a selection of bread and rolls, French rolls, croissants, cereals, milk, natural yogurt, and fresh fruit and juices. We are happy to serve you everything at your table.


  • What are the restaurant options?
    At the hotel we have the JIN GUI, the brasserie and the chez l'ami, for which we will be happy to take a reservation for you. The JIN GUI offers modern dishes inspired by Asian cuisine, while the brasserie serves German French food and the chez l'ami will serve you the best from meat, fish and seafood. Feel free to ask at the front desk for other restaurant options nearby.
    You may book a table directly through our partner "Open Table" for the brasserie HERE or for the JIN GUI HERE and for the chez l'ami HERE.


  • What fitness and wellness services does the hotel offer?
    We cooperate with the ELBGYM, which is located in the “Bleichenhof” and can be reached in one minute on foot. You can get a day ticket for Euro 15,00 at the reception. The hotel does not have a wellness area. You can find further information about the ELBGYM HERE.


  • Where can I buy TORTUE vouchers and TORTUE merchandise products?
    You are welcome to purchase merchandise items at the reception. You may find an overview of the products and vouchers here: SHOP