DoubleTree by Hilton Berlin Ku'damm — Hotel in Berlin

Service: I find the service to be the most important topic for a hotel. I stayed for 4 nights from Monday till Friday and I am comparing the services to other hotels as I book between 20-30 nights a year. From a service perspective I am quite disappointed. The staff is very unfriendly. If you approach the counter no one said “Hello” or greets you nicely in any other way if you have a question. They let you stand there feeling like an idiot and approach you with a “Yes!” While checking out I was the only one at the counter. One person didn’t even acknowledge me and they kept speaking to each other as they were counting money. After couple of minutes I was approached with a “yes” again. After that no one asked the typical question that everyone is used to “how was your stay?”, “thank you very much for staying with us”, “looking forward to seeing you again”. Literally the guy just told me that I have to pay €1.300 plus tax and what my bill was from the bar. He didn’t even say bye and I just left without saying anything. Horrible experience. We booked a lot of rooms in the hotel and I will most definitely recommend not to stay here again. I asked on my last day for a toothbrush kit and waited for 35 minutes without someone turning up. I squeezed the last bits of paste out of the tube to brush my teeth and left without anyone ever bringing what I asked for. Furthermore the most annoying part was that I forgot my mobile phone and AirPods in the room and called to ask if they can send it back to me. They did find my stuff but the process has been so far very unsatisfactory. I asked to send it via courier back to me and I will cover the charges. They always say the will call me back but never do and I always called the reception. At the end the lady said she has or will organise a courier and will call me back in 30 minutes or the courier will call me as they might deliver it on Saturday. Again no one called me and after I called today (Saturday) again the lady at the reception said she can’t help me and I need to drop an email. I tried to explain that I already had multiple exchanges with other colleagues and all I need to know is if they arranged a courier. Same reply, please drop an email. Result is I am sitting the entire Saturday at home, I don’t know if a courier has been arranged or not and have received no reply to my email.

Rooms: The room has an ok size but the bathroom is quite small. When I entered the room it was not cleaned. The mirror had a lot of staines and it looked like someone has put cream on the mirror or spit on it. The carpet was covered with a little bit glitter and hair. The small sofa was covered with corn and bread crumbs. I called the cleaning service to get it cleaned.

Lobby and restaurant: Looks actually very nice. The interior is very stylish and modern. Looks actually amazing. A lot of wood with white marble and modern lights.

Location: We visited SuperReturn in Berlin. The location is a bit far and you have to walk 15 minutes. For me and my purpose it was not...

This was my second time staying at DoubleTree by Hilton, and unfortunately, it was a deeply disappointing experience. While the hotel's location is convenient, and the bellman was very friendly with great hospitality, and the breakfast selection was commendable, these positives were overshadowed by several issues. ||Upon arrival, the room's cleanliness was shocking—there were hairs on the bed, traces of fruit in the refrigerator, dried fruit on the floor and sofa, dust everywhere, and a stained carpet. Amenities were not refilled, and the bed setup was unprofessional. ||I reported the issues to the reception and spoke with a staff member named Cuba over the phone. He offered us a dinner as compensation and promised to correct everything. While we appreciated the gesture, we were not looking for free dinner—we simply wanted a clean room that met DoubleTree's standard. We requested to be moved to a clean room, but we were told that all rooms were fully booked. Hoping for a resolution, we decided to go out for dinner to give housekeeping time to fix the room. Before leaving, we met Cuba again at the reception, showed him images of the issues, and explained everything to ensure that everything was correct after we are back. Sadly, when we returned a few hours later, the only improvement was the carpet. ||We called the reception again, requesting to meet their manager in our room. However, to our surprise, they sent another reception staff member along with a maid, informing us there was no manager on duty at 8:30 PM, and they would handle the issue themselves. They also revealed that the first reception staff hadn’t informed housekeeping about any of the problems, which explained the lack of progress. They then offered to move us to a different room—a surprising option considering they had earlier claimed no rooms were available.||We visited the new room, but it felt just as uninviting as the previous one. We asked them to clean it again while we waited in the lobby. After less than half an hour, they claimed the room was ready, but it still wasn’t 100% clean—some dried fruit remained on the floor, not all amenities were refilled, and the bed setup was still unprofessional. Being too tired to complain further, we cleaned the rest ourselves and use the remaining amenities as provided. ||The receptionist assured us that their General Manager and Front Office Manager would meet us the next morning at 8 AM, as we had meetings scheduled throughout the day. However, despite staying for five nights, we never received any contact or meet the GM or FOM. It’s clear that guest satisfaction is not a priority for DoubleTree by Hilton. Their only focus seems to be filling as many rooms as possible, regardless of the quality of the experience. We regret returning to this hotel and will not make the same...

This was my second time staying at DoubleTree by Hilton, and unfortunately, it was a deeply disappointing experience. While the hotel's location is convenient, and the bellman was very friendly with great hospitality, and the breakfast selection was commendable, these positives were overshadowed by several issues.

Upon arrival, the room's cleanliness was shocking—there were hairs on the bed, traces of fruit in the refrigerator, dried fruit on the floor and sofa, dust everywhere, and a stained carpet. Amenities were not refilled, and the bed setup was unprofessional.

I reported the issues to the reception and spoke with a staff member named Cuba over the phone. He offered us a dinner as compensation and promised to correct everything. While we appreciated the gesture, we were not looking for free dinner—we simply wanted a clean room that met DoubleTree's standard. We requested to be moved to a clean room, but we were told that all rooms were fully booked. Hoping for a resolution, we decided to go out for dinner to give housekeeping time to fix the room. Before leaving, we met Cuba again at the reception, showed him images of the issues, and explained everything to ensure that everything was correct after we are back. Sadly, when we returned a few hours later, the only improvement was the carpet.

We called the reception again, requesting to meet their manager in our room. However, to our surprise, they sent another reception staff member along with a maid, informing us there was no manager on duty at 8:30 PM, and they would handle the issue themselves. They also revealed that the first reception staff hadn’t informed housekeeping about any of the problems, which explained the lack of progress. They then offered to move us to a different room—a surprising option considering they had earlier claimed no rooms were available.

We visited the new room, but it felt just as uninviting as the previous one. We asked them to clean it again while we waited in the lobby. After less than half an hour, they claimed the room was ready, but it still wasn’t 100% clean—some dried fruit remained on the floor, not all amenities were refilled, and the bed setup was still unprofessional. Being too tired to complain further, we cleaned the rest ourselves and use the remaining amenities as provided.

The receptionist assured us that their General Manager and Front Office Manager would meet us the next morning at 8 AM, as we had meetings scheduled throughout the day. However, despite staying for five nights, we never received any contact or meet the GM or FOM. It’s clear that guest satisfaction is not a priority for DoubleTree by Hilton. Their only focus seems to be filling as many rooms as possible, regardless of the quality of the experience. We regret returning to this hotel and will not make the same...