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Kastens Hotel Luisenhof, WorldHotels Luxury
Luisenstrasse 1-3, Hanover, 30159 Allemagne
Contact the hotel
PHONE : +49 511 30440
4.2 / 5
644 Reviews 
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Hotel advantages
Hotel services
Sauna
Treatment center
Room service
Restaurant on site
Charge Applies For Parking On Premises.
Parking
Multilingual staff
Massages
Air conditioning in the hotel
Free Wifi
Fitness center
Fitness center
Elevator
24/7 reception
Lounge bar
Buisness Plus equipment
Room services
Hair dryer
Kitchenette
Bathrobes
The strong points
Hotel services
Sauna
Treatment center
Room service
Restaurant on site
Charge Applies For Parking On Premises.
Parking
Multilingual staff
Massages
Air conditioning in the hotel
Free Wifi
Fitness center
Fitness center
Elevator
24/7 reception
Lounge bar
Buisness Plus equipment
Room services
Hair dryer
Kitchenette
Bathrobes
Description
Customer reviews
4.2
based on 644 guest reviews
Excellent
320
Very Good
220
Average
57
Poor
28
Terrible
19
Cleanliness
Location
Rooms
Service
Sleep Quality
Value
"The best pillows ever"
Excellent hotel Fantastic location Beautiful rooms The best pillows EVER Friedly staff Very good breakfast A pleasure to stay at this hotel
Dear Mr. B., Thank you very much for taking the time to share your excellent feedback following your stay at Kastens Hotel Luisenhof. We are delighted to hear that you enjoyed our central location, the comfort and design of our rooms, our breakfast selection, and, in particular, the warm and attentive service provided by our team. We are especially pleased that you found our pillows exceptionally comfortable – we are always happy to know when the small details contribute to a memorable stay. Your kind words are a wonderful recognition for our entire team and a great motivation to continue providing our guests with the highest level of comfort and hospitality. We sincerely hope to have the pleasure of welcoming you back to Kastens Hotel Luisenhof in the near future. Kind regards, Kastens Hotel Luisenhof
"A lovely hotel in a great location."
This hotel is a classic. The rooms are large and the decor is lively. The bathroom is also large by hotel standards. Robes and slippers are provided. The hotel is a couple of blocks from the main train station in an upscale part of town.
Dear Guest, Thank you very much for your wonderful review and for taking the time to share your experience. We are delighted to hear that you enjoyed our spacious rooms, elegant décor, and generously sized bathrooms. It is also a pleasure to know that our central location, just a short walk from the main train station, contributed to a convenient and enjoyable stay. We truly appreciate your kind words and hope to have the pleasure of welcoming you back to Kastens Hotel Luisenhof on your next visit to Hannover. Kind regards, Marc Biewald General Manager
"Overall good"
We just stayed at this hotel for 4 nights . Let me start with good things . Location - the best ! 3 minutes walk from the train station and next to the city center . The staff at the reception was very polite and friendly. I saw some reviews about front desk being rude and that was not our experience at all ! Everyone was very welcoming and helpful . Breakfast was top notch ! Everything was fresh and delicious . Also big selection of different food. They even have ginger shots - my favorite ! Room was nice and very comfortable bed . The AC was working without any issues . Unfortunately I also had a bad experience . I know it's not a deal breaker for everyone but if I knew about it I would cancel my reservations and book somewhere else. Both gym and sauna were closed :-( I made my reservation back in April so there was plenty of time for the hotel to email me and let me know . They didn't . Not only that the front desk didn't inform me when I was checking in ... so I showed up at the gym just to learn that it was closed ... I was told I could use the gym at nearby hotel - 10 minutes walk from the hotel which I did every day but the gym was very small, crowded ,no AC .Also it's different taking an elevator to the gym and had to leave the hotel ... I sent an email to the hotel to address the issue and I never heard back .. Zero response ... I had similar issue with a different hotel . They had part of the hotel closed for renovation , gym as well . They sent me an email , apologized and offer to either cancel my reservation or lower my rate .
Dear Guest, Thank you very much for taking the time to share such a detailed review of your recent stay with us. We are delighted to hear that you enjoyed our central location, the friendliness of our reception team, our breakfast selection, and the comfort of your room. Your kind words are truly appreciated and will be shared with our entire team. At the same time, we sincerely regret that the temporary closure of our fitness and sauna facilities had a negative impact on your stay. We completely understand your disappointment and would like to offer our sincere apologies once again. Unfortunately, the exact timing of the necessary construction work was finalized at relatively short notice, which meant we were unable to inform our guests as early as we would have liked. We also regret that you did not feel sufficiently informed upon arrival. Your feedback is extremely valuable, and we will carefully review our internal communication processes to ensure that situations like this are handled more transparently in the future. Regarding your email, we would also like to apologize. Unfortunately, we have not been able to locate it in any of our inboxes, but we will investigate this further. We would greatly appreciate it if you could kindly forward your message once again to [email protected], so that we can review your concerns personally and get back to you as soon as possible. Thank you again for your honest and constructive feedback. It helps us continuously improve our service, and we sincerely hope to have the opportunity to welcome you back in the future and provide you with the experience you had originally expected. Kind regards, Marc Biewald General Manager
"Beautiful Hotel, But Completely Ruined by Rude and Unprofessional Staff”"
I recently stayed at this hotel and while the location and interior are genuinely beautiful, the overall experience was heavily overshadowed by the unprofessional behavior of the staff, especially at the reception. The reception manager and several employees were consistently rude, unfriendly, and noticeably uninterested in assisting guests. Their cold, dismissive attitude and unwillingness to do their jobs properly left a very negative impression. It is extremely disappointing to see a hotel with such a long-standing reputation being damaged by staff who clearly lack professionalism, hospitality, and basic customer care. This hotel's historic reputation is being ruined by poor staff selection and unwelcoming employees whose behavior simply does not match the standards the hotel claims to have. With such an unprofessional and indifferent team, the overall atmosphere becomes uninviting and far from what guests expect. Beautiful hotel, great location — but the staff's attitude completely undermines the experience.
Dear Guest, Thank you very much for taking the time to share your impressions of your stay with us. We are truly sorry that you did not feel completely comfortable during your visit. At the same time, we would like to clarify a few points from our perspective: Upon your arrival, it was a walk-in check-in the evening before, and no valid credit card was provided. Payment was made in cash only. Furthermore, the Opera Suite you had booked was occupied until approximately 1:30 PM. Our standard check-out time is 11:00 AM, and use of the room beyond this time is only possible upon prior request. We made multiple attempts to find a satisfactory solution for you and ultimately offered to waive the late check-out fee in order to make the situation as comfortable as possible. We would also like to emphasize that we are extremely proud of our staff. They are the backbone of our hotel and the foundation of the exceptional experience we strive to offer every guest. Our team works with utmost dedication, professionalism, and warmth to ensure that each stay is a positive one, and we highly value their commitment and efforts. We regret that despite all efforts, your experience did not meet your expectations. Please rest assured that we take your feedback seriously and will continue to review our processes to maintain our high standards of service. We hope that you will still remember the positive aspects of your stay, such as our central location, beautiful rooms, and welcoming atmosphere. Kind regards, Marc Biewald General Manager
"Beautiful Hotel, Shockingly Unprofessional Staff – A Very Disappointing Stay”"
I have stayed in many hotels across Germany, and I had often heard that hospitality standards can be surprisingly weak. Unfortunately, this hotel was the clearest example of that. We booked one of the highest-category suites in Hanover and arrived around 9:30–10:00 PM. Despite the hotel's premium price, no one helped with our luggage, and when we reached reception, there was no staff member at the desk. We waited for quite some time, calling out multiple times with no response. Eventually, we had to go to the bar and ask the bartender to send someone. After nearly ten minutes, a receptionist finally arrived. Not the welcome you expect from a so-called 5-star hotel. The hotel itself looks charming, and our suite was beautiful. However, the bar food was extremely disappointing. At 10 PM only the bar menu was available, and the quality was far below 5-star standards: cold fries, wilted salad clearly prepared long before, and overall very poor dishes. The bartender was kind, but good service cannot compensate for low-quality food. The next morning was the worst part of the stay. We were slightly late returning to the room before checkout because we were exploring the city. We informed the hotel by phone, yet within one hour, four different staff members came to the room trying to push us out. Their tone became increasingly rude, insisting we had to leave immediately and even demanding a late-checkout fee because, according to them, checkout was at 11—though no other hotel in Germany had ever acted this way toward us. When we finally reached reception to check out, around ten staff members surrounded us, pressuring us again for a late-checkout fee and speaking in an unprofessional, unpleasant manner. This level of aggression and discourtesy is absolutely unacceptable in any hotel, let alone one positioned as luxury. The hotel building is lovely, but the staff—especially the person claiming to be the front desk manager—were shockingly unprofessional, rude, and far from welcoming. It left a very bad impression, and despite the high room rate, the experience was far below expectations. I cannot recommend this hotel. Beautiful property, but extremely poor hospitality. Not worth the price, and certainly not an experience I would repeat.
Dear Guest, Thank you very much for taking the time to share your feedback regarding your stay with us. We greatly value detailed input from our guests, as it helps us to continuously reflect on and improve our service. We would like to respectfully clarify a few points from our perspective. Upon your arrival, it was a walk-in check-in around 9:30–10:00 PM, and payment was made in cash, as no valid credit card was provided. We sincerely regret that assistance with your luggage was not immediately available in this situation and would like to apologize – this does not reflect our usual high standard of service. Regarding the late check-out: Our standard check-out time is 11:00 AM. The Junior Opera Suite is a unique room in our hotel, available only once. Given that the room had already been booked from 3:00 PM on the day of arrival, and that no late check-out had been requested in advance, it was necessary for the room to be vacated by 12:00 PM at the latest to allow for proper cleaning and preparation for incoming guests. We also ask for understanding and respect toward our housekeeping team, as it is essential that our staff can rely on guests adhering to hotel policies. To accommodate you, our team even offered to waive the late check-out fee in order to provide a fair and guest-friendly solution. We would also like to address your comments regarding the food at our bar. We sincerely regret that the quality of the dishes did not meet your expectations. This is not reflective of our usual standards – we place great emphasis on fresh, high-quality cuisine and will use your feedback as an opportunity to review our processes and preparation methods to ensure this standard is consistently maintained. Furthermore, we would like to emphasize that our team is the backbone of our hotel and the foundation of the exceptional experience we strive to offer every guest. Each staff member acts with dedication, professionalism and genuine hospitality. We are proud of their commitment to providing every guest with a warm and welcoming experience. We regret that your stay did not fully meet your expectations, and we will continue to review our procedures to ensure that our high service standards are consistently maintained. Regards, Marc Biewald General Manager
"Great room - wonderful staff!"
Great hotel with clean fresh rooms with air conditioning. Our room was also surprisingly quiet, when the door to the small/ French balcony was closed we couldn't hear any street noises . We had a comfortable double bed with fluffy duvets, and a large clean bathroom with toiletries. All the staff was outstanding, from reception staff to bartenders and restaurant waiters, to the kind gentleman who brought us an iron and iron board, and even offered to set it up for us. We did not have breakfast at the hotel so I can't grade it, but based on the rest of our stay I am sure it is good.
Dear Guest, Thank you so much for your wonderful feedback! We are delighted to hear that you enjoyed your stay with us – from the quiet and comfortable room with air conditioning to the fresh amenities and clean bathroom. Your kind words about our staff mean a lot to us. It's great to know that every team member, from reception to service and housekeeping, contributed to making your stay special. We're especially pleased to hear that even the small gestures, like setting up the ironing board, were appreciated – that's exactly the kind of attentive service we strive for. While you didn't have the chance to try our breakfast, we hope to welcome you back in the future so you can enjoy it as well! Warm regards, Marc Biewald, General Manager
"Exceptional Care During a Difficult Stay"
I traveled from the US to Hanover on business to attend a conference and unfortunately fell quite ill during my stay. What could have been a truly miserable experience was completely transformed by the extraordinary care and service provided by the staff at Kastens Hotel Luisenhof. From the moment I informed them I wasn't feeling well, the staff went above and beyond in every possible way. They helped me find a doctor, arranged transportation, and ensured I had everything I needed to rest and recover comfortably in my room. They even went so far as to pick up my medication from the pharmacy—something I never expected but deeply appreciated. Room service was prompt and considerate, and every interaction with the staff felt genuine and caring. In a foreign country, far from home and under the weather, they made me feel supported, safe, and cared for. I can't recommend this hotel enough—not just for its elegance and location, but for the kindness and humanity of the people who work there. They truly made the best out of a very bad situation, and I am so grateful.
Dear Guest, Thank you very much for your feedback about our hotel. I am pleased to read that we were able to provide you with a pleasant stay – despite all the circumstances. I will be happy to pass on your praise to our colleagues. I would be delighted to welcome you as our guest on your next visit to Hanover. I wish you all the best. Sincerely, Marc Biewald General Manager
"really great Wiener schnitzel"
We were traveling with our dog and received really good service from the hotel's restaurant. The Wiener schnitzel they served was absolutely amazing, I've never had such good schnitzel before. It was also nice to meet and talk with the Hotel Manager. He is a very pleasant gentleman.
Dear guest, thank you very much for your wonderful feedback on our MARY's Restaurant. We will pass on your praise to our colleagues in service and the kitchen. Best regards from our General Manager, Marc Biewald. We look forward to your next visit to MARY's Restaurant, Leo's Bar, and/or the Lusienhof. Sincerely, Daniel Körner Head of Sales & Marketing
"O DO NOT RECOMMEND"
On a business trip, I requested a late check out. I was allowed to stay until 1pm. If I arrived later than 1pm, I was told I would have a Eur150 penalty which I agreed. So I left my luggage and medicines and personal items in the room. Having had a stroke a month ago, I needed medication prior to boarding a plane. I arrived at the hotel at 1:30 thinking that o was going to be charged EuR150. To my surprise, the card keys did not open the door I thought because of the 30 min late arrival. I was even more surprised when I found out that, without my permission, my luggage and medicines and personal items have been removed from the room and I was checked out without any notice! Never have I been treated with so much disrespect! I was not able to get the medicine which was an injection!!! And the receptionist Marcelo and others did not care, did not apologize and just followed the “rules of the management”. As I got to London later , I found out that the money that I had left in one pocket of my backpack was no longer there! I decided not to complain to the hotel in writing as, most probably, I would be ignored by management. The hotel is average, the service is below standards and disrespect a common practice. I stay at the hotel with business colleagues regularly but this was the last time as the hotel is not a trustworthy place !
Dear guest, First of all, I would like to express my regret that we were unable to meet your expectations during your stay in our hotel. This does not meet our standards and is contrary to numerous positive reviews from our guests. Our team always strives to ensure that our guests' stay is as satisfactory as possible. Of course, I took your review as an opportunity to discuss the course of your stay. We were happy to grant you a free late check-out until 1 p.m. A check-out after this time will cost 150 euros. This is a service and not a penalty. My team kept your luggage safe in our storage room. You received it without delay when you arrived. I firmly reject the accusation that my team took money from you and I do not accept any such insinuations. Your review of our hotel contradicts countless objective guest reviews on various portals. Unfortunately, your assessment is not an objective one, as everyone can see. For your future stays in Hanover, you will surely find a hotel that suits you. Yours sincerely Marc Biewald General Manager
"Check your bank accounts after checking out. May be charged twice."
The Hotel is pleasant enough, very clean, quiet for a city center location and the day time staff were polite. I didn't eat at the restaurant so cannot comment but it looked very quiet most evenings. Parking is tight although free of charge to residents. The entrance to the carpark can be a frustrating ordeal as the road is very narrow to negotiate. Today wide electric cars would really struggle to gain entrance. I did have to reverse in a narrow lane to let someone out after going past the barriers. The biggest disappointment was being charged twice on 2 accounts for the same stay. I have an account with our travel agency and the hotel. One account was used to pre pay the hotel in full the 2nd was the account i paid for 1 drink from the mini bar on check out. The hotel took it upon itself to charge 2 accounts for the full amount of the stay. Although the Hotel was called and emailed and were specifically told not to do so. Charging both accounts for the stay and taking monies without consent is imo dishonest has another description under the law. As this was done so flippantly without any response until a week after the stay with an apology. I would warn anyone thinking of using this hotel that this has a possible risk of being a frequent occurrence. My account was refunded days later but should never of happened. It took a direct instruction from the Travel agency before the monies were refunded to my account.
Dear guest, Thank you for your review. I am pleased that you have positively mentioned the cleanliness, central location and friendliness of our staff. As one of the few hotels in the city center of hanover, we can offer our guests an own parking space with Underground park deck. This is not self-evident in a central city location. As a 5-star hotel, we offer our guests a valet service. Our staff will be happy to park your car and bring it to the main entrance when you leave. Informing our colleagues would have been sufficient Of course, I have been informed about the process described in detail. There are different versions of the exact process, which have already been discussed in detail. Unfortunately, I also cannot understand why you are talking about a warning. I can assure you that thousands of positive guest contacts a year show a different situation. Regards, Marc Biewald, General Manager
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You'll find this information in the rate description on our website and in your confirmation email - some rates may include it. If breakfast is not included, its price is shown on the rates page, in the "terms of sale" column.
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Best Western assistance
Our reception is staffed 24/7 in all our hotels. You can also notify the property using the contact details provided in your booking confirmation.
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Best Western assistance
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