"The worst customer care ever... Never again."
My husband and I booked a 4 nights stay in that hotel, and I was far to believe that will be from far my worst experience ever in a hotel. All started at check-in. As my husband arrived early in Berlin, he present himself around 10 am. The front desk agent refused to check him in or even pre check him in. Arguing it's was too early, and that he has to come back at 3PM. The weather condition in Berlin was not favorable at all, so he chose to stay in the lobby on a sofa of the hotel to wait the time of the check in. During several hours he observed. And what he saw was stunning. The treatment was deeply different for the other customers. All of them get at least the possibility to be pre checked (with ID or passport...), some even get already a room available. But even in that case my husband realized that something was wrong: people who made reservation for a double bed, get 2 single bed and went down to the reception to refer that. The receptionist told them they need to pay an additional fee to get the double bed they asked in their reservation!! My husband was shocked about what he has heard. But he just stayed quiet. He stayed hours, and realized that he was the only one who was not allowed to even pre check-in for no reason. At any time a staff from the your hotel even came to offer him a simple glass of water!!!! I arrived on my side at the hotel at 1PM. I presented my reservation booking at a receptionist at the front desk. At that time he immediately asked me for a proof of identification, like ID or passport. I presented him the document. I knew at that time from my husband that at no time they even did that for him. He joined me at the front desk and asked why he was treated differently than any other customer. Why they never care for him' We get simply no real answers from the duty manager of the hotel. Our room was anyway not ready so I've been informed only at 3PM that it was finally possible for us to get it. When we arrived in our room, we realized the fridge was not working properly. The temperature inside of the fridge was warmer than the ambient room temperature. We called the front desk about it. And they answered that as this fridge is a a closed furniture, we need to let the door of that furniture open to be able to let that fridge works properly. To avoid any risk of injury with that door in open position in the room, we refused that, and ask to either change the fridge or remove the door of the furniture. Few minutes later a technician arrived in our rooms, and removed that door. Explaining us that all the fridges in the rooms of the hotel are in furnitures, and can't work properly in that position. At our first evening, we discovered that a free bar was available just next to the front desk, for customer waiting for their check in. (cold drink, hot drinks, wines...). Once again, my husband was shocked. At no time the staff of the front desk proposed one of these drinks to him during his hours waiting. He was was just few meters in front of them during all that time. At this question the duty manager, once again, was not able to give us appropriate explanation. Why the front front desk staff discriminated him during all that time''' Finally on Sunday afternoon, before we quitted the room for a walk in the city, we called the front desk for a house keeping service in our room. We have been told at that time, that it was not anymore possible to clean our room, as it was Sunday and they get no house keeping staff available after 3PM. As an international brand of hotel, present on several continents, I can't understand that fact. Do we have to also bring cleaning product to clean the room by ourself when we stay in a hotel for the week end'''' I exposed all these points to the customer care of Riu hotels, who simply apologized and said that they don't understand how it can be so bad as the hotel gets an excellent reputation. Nothing else. I am not fanatic of sharing my experience, but all this reflect the lack of customer care from that hotel. Berlin gets a large selection of accommodation, from now on, me and my relative will avoid Riu hotel locations. The careless attitude of the staffs and of the management of that hotel, let me think that only my money was important, not my comfort or my experience with them. NEVER AGAIN.
Stayed here for a city break. 5 min walk from Wittenbergplatz U-Bahn station and the KeDeWe department store. Room was nice clean and very spacious. Only thing I found strange was two single duvet covers on a king size bed. But it was warm enough. Breakfast was ok, it was included for us at no extra cost but I wouldn’t bother paying the extra for it. Cocktails in the hotel bar were great.
"Good place to live few days"
Short way to metro and easy to travel anywhete. Good bteakfast and service. Nice rooms and comfort beds. Find out that you can choose yours room temperature vy you self. Nothing to complaine. And a price to group was quite cheap. Eating is quite expensive.
"Beautiful view and rooms!"
Clean rooms, very nice interior. Basic but nice attributes such as tea, coffee, water, hair dryer, conditioner,... The breakfast is one of the best I ever had in a hotel, so much choise! Definitly worth the money. Room cleaning was a bit early. Overall good experience!
"Excellent room, nice location"
The room was fabolous, absolutely loved, large bed, wooden floor, bathroom separeted from WC, neatly organised. Located close to Metro and almost next to once larget shopping mall on the continent KaDeWe. Staff very helpful and friemdly. Breakfast buffet excellent. I was a bit dissapointed, as I did expect there will be complimentary toiletries in the bathroom, but only soap was available. All in all: Deffinitely recommend.
Credit cards accepted by the hotel: Visa - MasterCard - American Express
Check-in: 3:00 PM , Check-out: 12:00 PM