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Hotel was

Great location and amenities. Friendly staffs it is very popular so reception can be busy at times. Just a note that the breakfast is self service and the coffee available wasn't barista coffee when I was there.

Very disappointing customer service experience. I asked for a breakfast sandwich in advance, but it was not available. I then suggested three different alternatives myself, and each one was refused. After that, I was simply told that they would not be helping me further. What made the situation even more frustrating was that the breakfast place opens at 6:30 a.m., and I offered to come downstairs and pick up the breakfast myself. I was specifically trying to save the staff time, since they would not need to deliver anything to my room. We were talking about a simple breakfast box that takes only a couple of minutes to prepare. The response I received from the reception agent was, “Do you know how much they have to do? They cannot spend time on you.” I found that remark incredibly rude and dismissive. Hospitality is about helping guests, and I was making every effort to find a solution that would minimize any inconvenience for the staff. When I expressed my frustration, I later overheard a reception agent complaining about me to a colleague. A few minutes later, that colleague called my room to lecture me. I have never experienced a hotel handling a customer concern this way. I have stayed in five-star hotels in Switzerland and in small family-run Airbnbs in southern Italy, and regardless of the level of luxury, I have never encountered service this poor. The entire interaction felt dismissive, hostile, and unprofessional. I will not be returning ever.

We stayed here because it was close to a lot of things we wanted to see-Berliner Dom, East Side Gallery, Alexanderplatz- and it was a great choice. The hotel was gorgeous inside with a giant plant covered tower in the middle and plants everywhere. I took a chance and got the breakfast and again, great choice because we ate so much we weren’t hungry until almost dinnertime. They had everything we needed, the staff spoke excellent English and helped us out with a few issues we had. We will definitely stay here on our next trip.

Wonderful hotel. Only a short stay, but woman at front counter was very nice and helpful. Suite was perfect for our three person family. And its location next to the airport can’t be beat. Roll out of bed and walk a few flights of stairs!

Our stay was nice, overall, the hotel was very clean and the staff was very nice. It needs a little updating. But great stay and very nice location.