2/10 Horrible
Anais
Viaje en pareja
25 de sept de 2025
Aspectos negativos: Personal, servicios y instalaciones y estado del alojamiento
We arrived at 11 am (check-in was at 3 pm). The receptionist stored our luggage, knowing we would return late after sightseeing in Berlin. What they never told us is that the front desk closes at 8 pm. We came back around 9 pm and faced the following:
• Reception closed and no staff available.
• A self check-in machine that did not work.
• Our luggage locked in a staff-only room with no access for guests.
We had to ask another guest (who kindly waited with us for over an hour and a half) to call the so-called “emergency line.” The response was useless: they said someone could only come the next day at 7 am, when we already had to leave at 5 am for our flight. They even claimed they had no idea where our luggage was.
In the end, I was forced to break the lock to retrieve our belongings — otherwise, we would have missed our flight.
The hotel never sent an email warning about the reception closing hours (or remind us) and didn’t even bother to place our luggage in the room assigned to us.
This was a frustrating, irresponsible, and unsafe experience:
• No staff anywhere to help.
• No way to contact anyone unless you have a European phone number.
• Poorly visible signs about reception closing hours.
• A completely useless “emergency” service.
If it hadn’t been for the kindness of another guest, we would have had to sleep in the lobby and lose our flight. Terrible management, zero hospitality, and zero responsibility.
I absolutely do not recommend this place.
Anais
Se alojó 1 noche en septiembre de 2025