Grand Hyatt Berlin — Hotel in Berlin

We used to really love this property, one of our favourite Hyatts anywhere. Unfortunately, things seem to have gone severely downhill since our last stay about a year ago.

Did not receive a room upgrade as Hyatt Globalist member but the standard rooms are big enough. However, applying stinge measures to the air conditioning is not a good look. It was never an issue here in the past but now the aircon is set to full cooling on the dial in the room, but does nothing more than a faint fizzle so we sweated like pigs every single night. Asking at reception was met with the usual disregard and just confirming that “everything is running as expected” which was clearly a cheap lie. The property has also added some really awful rubber toppers on the mattress which in combination just turns the entire room into a sweat box. Not good enough, Hyatt.

The generally nice roof top pool with nice outside sun loungers is getting totally spoilt by hoards of outside guests hawking the place. This is one of my pet hates and was a problem already last year allowing access to random people who don’t stay at the property. As a result you always have to queue up for ages as a hotel guest just to use the pool for a quick splash, then in front of you there are masses of tourists (usually from Bavaria or Saxony for whatever reason) with their monster back packs in tow, who somehow got a day spa voucher for the Hyatt pool. On the last day it was particularly hot so the otherwise relaxing and rather nice pool area got turned into a total zoo with plenty of external guests.

Finally the breakfast which was one of the highlights of this property and now turned into the total opposite: Two staff members half way attentive with the others doing everything to avoid any work. On the weekends, breakfast is technically running till 12 but if you come in the last 90 minutes as most items won’t be replenished anymore. First morning they had run out of buns and eggs and ordering anything from the waiter takes about half an hour for any egg dishes to arrive and that is once you’ve managed to get the attention of a waiter and they hit your order correctly which turned out to be a challenge. They used to have a larger selection of normal buffet items, but a lot have been taken away and replaced by a useless oversized “Vegan corner” which takes up about a third of the entire breakfast space. As per usual, no one ever touches any of the chemical-loaded plastic food there besides the fruit selection but hey, we’re hip and “on trend”, jaaa!

Staff everywhere a bit hit and miss with some rather friendly but others extremely rude and even borderline condescending, especially on the phone- once I got told off for apparently calling the emergency hotline while the description on the phone itself clearly stated “information” for calling the one, once I simply wanted to request a bucket of ice calling guest services but, as per usual, no one was available to pick up so the call got routed to reception where I was told in a very rude tone that I “better call room service”. There, they tried to squeeze €5 delivery fee out of us for a simple bucket of ice which I sternly declined and of course it never came as a result. I went downstairs to personally complain and the guy at front office was very apologetic and offered to include a free bottle of champagne with the ice which was a nice gesture but honestly not good enough. And the aircon issues were of course completely ignored as they will never be willing to fix this.

All in all, as guests who stay here pretty much every year, we were rather disappointed. And that makes me sad, this hotel can be fantastic (and has been in the past). The air conditioning needs urgent work as a bad sleep just ruins an entire stay and management has to get the breakfast and spa situation under control. It’s otherwise a shame as the property itself is great and I’m really hoping the hotel reads this and takes action on these points as I would hate to stay elsewhere in Berlin next...

Review: Grand Hyatt Berlin

Positives: • Arrival: Check-in was smooth, and staff accommodated room changes promptly. • Room Service: Prompt delivery with friendly staff who addressed me by name—a thoughtful gesture that made me feel welcome. • Child Amenities: Great attention to younger guests, with items like a kids’ bathrobe, teddy bear, treasure hunt card, and a to-do list for Berlin (though options for younger (girls) children could be expanded). These touches delighted both my relative and the child. • Club Olympus Staff: Friendly, professional, and attentive with no waiting times for assistance. • Internet Login: The Wi-Fi connection was easy and straightforward to set up.

Negatives: Room Allocation & Requests: • I requested a room on a different level for cultural reasons and a view of the square, but multiple room changes were still required. The final room connected as requested but had issues like a damaged blackout curtain, loose blinds, and a faulty shower pressure valve. We didn’t change it again and stayed. Bathroom Design: • Shower amenities were in large pump bottles placed far from the shower or tub, making them inconvenient to use. While the intention to reduce plastic waste is appreciated, the bottles lacked practicality, products Made in Malaysia (why not Germany or at least Europe?). Maintenance Issues: • My sister’s room had a failed hairdryer and nonfunctional underfloor heating, which was particularly inconvenient with a child in winter. • At the pool, cold temperatures (below 26°C) and loose mosaic tiles were reported but not resolved during our stay. The tiles presented a safety hazard. Phone Labeling: • Room phones lacked proper labeling, leading to confusion when dialing. For example, dialing “0” did not connect to reception, and “1” was an emergency line. Clear labeling is essential to ensure guests can easily contact the right service. Guest Recognition: • Staff at reception rarely used guest names or made eye contact, which diminished the sense of personal service. The exception was during check-out, where one staff member did address me directly. • A message sent via the Hyatt app for follow-up on a simple request was never answered, reducing trust in the app’s reliability. Check-out Process: • Despite explicit instructions, my guarantee card was charged at check-out for relatives room, causing inconvenience with foreign transaction fees. The process took time to resolve, and long queues could have been reduced with proactive porter assistance or a functional self-check-out app option. Breakfast: • The buffet felt overpriced (€44 per person) for self-service, and the quality of products didn’t justify the cost. Many guests opted for food from nearby supermarkets instead. Pool Area: • Insufficient seating in winter meant it was crowded, especially with families using the space. An expanded, winterized pool deck with heating and additional seating would create a better guest experience. Simple additions like a water dispenser or drink service would also improve comfort and convenience in this area.

Suggestions for Improvement: • Improve maintenance routines to ensure rooms and facilities are guest-ready. • Label room phones for easy navigation of hotel services. • Personalize service by using guest names and maintaining better follow-up via the app or other channels. • Consider breakfast pricing or add premium service elements to enhance the experience. • Expand winter pool deck facilities and address safety concerns like loose tiles promptly.

Rating: ⭐⭐⭐ (3 stars) While there were highlights, such as thoughtful child amenities and friendly spa staff, several service and maintenance gaps, along with inconsistent attention to detail, detracted from the overall experience.”,

The swimming googles which were left in kids bathrobe and I asked for follow up night before check out were never...

From the moment we stepped out of our taxi we were greeted with a smile and offered help with our luggage immediately. On entering the stunningly designed and beautifully furnished lobby area we were impressed with the low key opulence. This is subtle luxury and class. From check in to check out the staff cannot do enough for you. ||||Our room was a king with club access. We were not disappointed. On entering we could sense the luxury that awaited. Sliding doors from the entrance hallway revealed a sumptuous bathroom comprising a huge bath and stand alone shower behind a see through door and the wc behind another sliding door. The sink area was resplendent with 10x magnifying and brightly lit mirror. Beautifully and tastefully finished the decor added to the luxury feeling. A good sized wardrobe housing complimentary robes, slippers/flip flops iron and ironing board is also conveniently located in the bathroom tucked away behind cherry wood doors. Light switches just inside the connecting door to the bedroom area completed the ease of use. ||||The room was beautifully appointed - enormous tv, coffee maker, selection of high end coffee pods in a presentation box. A glass table to sit and enjoy the city view that took in the Berlin Philharmonic building. Minibar, tea cupboard and plenty of lighting and mirrors. ||||We stayed for 3 nights. The king sized bed was the most comfortable we've ever experienced in a hotel. The pillows were perfect too. ||||If you use the pool and spa on 8th floor be aware that the pool is not heated - it is very cold which came as bit of a shock. The pool area was the only disappointment- drab and poorly lit in need of brightening up a bit. The whirlpool was amazing though. ||||The Hyatt play down the club lounge. Complimentary beverages and soft drinks are available from 7am until 9pm. Fresh fruit and homemade cookies are also available all day. The breakfast is one of the best continental breakfasts you could wish for - selection of pastries, cheeses, breads, all kinds of fish including smoked salmon and pilchards. Scrambled and hard boiled eggs along with crispy bacon. Fabulous array of cereals and fresh fruits to choose from topped off with milk, bircher or quark. There are cakes and cheesecakes available between 4pm and 5pm and from 6pm to 8pm an array of salads, soup, pasta dishes are presented for a light evening snack. From 6pm to 9pm wine, beer and spirits are added to the list of superb complimentary refreshments available. It may be worth considering adding club access room to your stay as it pretty much eliminates the need to eat out. ||||Everything about the Hyatt was stunning. We had high expectations and they were exceeded. ||||We are in our 50s and 60s with a few mobility issues. The staff at the Hyatt could not have been more helpful and attentive. ||||The Grand Hyatt is perfectly located to access some of Berlin's wonderful sites. The Brandenburg gate is roughly 10 minutes walk, preserved reminders of the wall are less than 5 minutes away at Potsdamer platz which also boasts Berlin's oldest set of traffic lights. ||||Best of all though is it's proximity to the Blue Man Group only 100 yards if that. The most spectacular show and the main reason for our visit. Go see this show before it closes at the end of August. ||||We will...