Hotel Adlon Kempinski Berlin

Superb

Superb

A grand place to stay...

Liked: All of the staff were fantastic. The view of the Brandenburg Gate from our suite was incredible. Huge comfortable bed. Loved the swimming pool and enjoyed listening to piano music in the lobby bar.
Disliked: Breakfast was busy but I guess 9am is likely to be a pretty popular time.

Exceptional

Liked: Beautiful hotel, lovely location. Room was exceptional. Loved the upgraded features with the old world charm of the room. Beautiful sights from room and restaurant.
Disliked: Breakfast was very expensive.

Very good

Luxury Stay for a three...

Liked: The location was fab great location to walking to major sites when visiting Berlin. The breakfast was very good. Lots of choices and always replenished.

Exceptional

Very good

Unacceptable behaviour. They could not...

Liked: I booked via Booking and fully paid the price for 4 nights. When I arrived at the hotel the receptionist told me that they do not see my payment. I showed them the confirmation mail by Booking and I forwarded it to the hotel' s mail. They told me to come back after 2 hours and they will have solved the problem with Booking.com. I came back after 2 hours, I waited another 10 minutes to the long queue at the reception ! and they told me there is still a problem and they cannot give me the room and asked me to come back after 10 minutes. After 10 minutes I waited again ( 3nd time ) to the queue for the reception. This time the receptionist told me that I have to pay again ! because they still cannot find my payment. I refused and the employee called a supervisor who told me that this is their procedure. This was unnaceptable as I had a proof of payment by Booking.com and they had 3 hours to contact Booking.com and solve the problem. I felt very offended and humiliated because other clients waiting in the reception were hearing the receptionist challenging my payment. Finally, as a compromise they told me that they will charge my credit card for 400 euro for extras ! and they would give me the room for the 1st night and they will check again later!!! ( in other words they forced me to pay again for the 1st night.) Finally, they found my payment and next day the Front manager asked me to go to the reception. I waited again (4th time ) to the queue and she started saying that she apologises but after she tried to convince me that it was not their mistake ! When I expressed my frustration she told to not interrupt her !! and that I behaved in a bad way ! which I was not. This was not an apology but a stuborn position to not accept their mistake. I think that Kempinski has to train again its staff especially the Front manager of the reception who has to understand that when you make a mistake, you just listen to your client and you say sorry.
Disliked: With the above behaviour everything was destroyed. If their front manager had given me a sincere apology and she had not tried to convince me that it was not their mistake I could have forgiven the hotel. But instead she tried to give lessons to not interrupt her ! In addition: Waiting 10 minutes each time to the queue for the reception is unnacceptable. They had a lobby bar which was always crowded and you should wait to give you a table. I tried a burger which was too bad and a Kebab doner which was nice. The hotel is too big and as per consequence the service is not good. The one elevator was twice out of order in 4 days I stayed and once I used it, it made a terrible noise which scared me. I referred it and they repaired it again. The room was big and well equiped. As a last word, I have stayed in Berlin 3 times in Ritz Carlton which was perfect and I really regret that this time I chose to try Kempinski... For me is zero.