Hotel Motel One Berlin-Hauptbahnhof — Hotel in Berlin

I am writing to lodge a formal complaint regarding the poor treatment I received during my recent stay at your Motel One hotel, located at Invalidenstraße 54, 10557 Berlin, in the early hours of 18th September 2024 around midnight and the middle of the night. Following my arrival from a business trip.

Prior to my arrival, my German partner contacted the hotel by phone to inquire if there were any available rooms. He was assured by the staff member who answered the call there were indeed rooms available. However, just three minutes later, when I arrived at the hotel, I found three employees at the reception engaged in conversation. I politely asked one of them if there was a room available for a short stay. The individual I spoke to responded in an unfriendly and dismissive manner, stating that the hotel was fully booked and no rooms were available.

I questioned how this could be possible, given that my partner had literally called just three minutes prior. The staff member replied that he didn't know and repeated that no rooms were available. I asked again, only to be met with evasive responses. He then claimed that he did not actually work there and was only "helping out" but was unsure of the situation, suggesting I ask his colleagues. His behaviour and reluctance to provide a clear answer left me feeling discriminated against, as it seemed that he simply did not want me to stay at the hotel.

I made it clear that I would not tolerate lies or games, as I had asked several times and was met with dishonesty and inconsistency. It was evident that I was being treated unfairly. This individual, I should point out, was dressed in the same uniform as the other hotel staff working at the reception that night, which makes his claims of not working there even more dubious.

I am deeply concerned by how a supposed 4-star hotel could allow such unprofessional behaviour at its reception. It is alarming that someone could confidently decide who gets to stay at your hotel without ever trying to assess the situation properly, while assuming I may not be able to pay for a room. The colleagues standing next to this individual remained silent throughout, complicit in the poor treatment I received. They clearly overheard my simple request, yet chose not to intervene.

I regret to say that this experience reflects poorly on your hotel's customers service, and I am strongly considering pursuing a formal complaint to ensure that no one else has to endure such a treatment. Had the staff communicated courteously and explained from the outset that the hotel was fully booked, I would have understood. However, the lies, inconsistent information, and discriminatory behaviour I encountered were completely unacceptable and unprofessional.

I understand that unforeseen circumstances can arise, but this situation resulted in a considerable was of time and a highly negative experience.

As a Portuguese citizen, I believe that respect and fairness are fundamental rights, and discrimination is a serious offence. I trust that you will investigate this matter thoroughly and take the necessary steps to prevent such incidents...

I am writing to lodge a formal complaint regarding the poor treatment I received during my recent stay at your Motel One hotel, located at Invalidenstraße 54, 10557 Berlin, in the early hours of 18th September 2024 around midnight and the middle of the night. Following my arrival from a business trip.||Prior to my arrival, my German partner contacted the hotel by phone to inquire if there were any available rooms. He was assured by the staff member who answered the call there were indeed rooms available. However, just three minutes later, when I arrived at the hotel, I found three employees at the reception engaged in conversation. I politely asked one of them if there was a room available for a short stay. The individual I spoke to responded in an unfriendly and dismissive manner, stating that the hotel was fully booked and no rooms were available.||I questioned how this could be possible, given that my partner had literally called just three minutes prior. The staff member replied that he didn't know and repeated that no rooms were available. I asked again, only to be met with evasive responses. He then claimed that he did not actually work there and was only "helping out" but was unsure of the situation, suggesting I ask his colleagues. His behaviour and reluctance to provide a clear answer left me feeling discriminated against, as it seemed that he simply did not want me to stay at the hotel.||I made it clear that I would not tolerate lies or games, as I had asked several times and was met with dishonesty and inconsistency. It was evident that I was being treated unfairly. This individual, I should point out, was dressed in the same uniform as the other hotel staff working at the reception that night, which makes his claims of not working there even more dubious.||I am deeply concerned by how a supposed 4-star hotel could allow such unprofessional behaviour at its reception. It is alarming that someone could confidently decide who gets to stay at your hotel without ever trying to assess the situation properly, while assuming I may not be able to pay for a room. The colleagues standing next to this individual remained silent throughout, complicit in the poor treatment I received. They clearly overheard my simple request, yet chose not to intervene.||I regret to say that this experience reflects poorly on your hotel's customers service, and I am strongly considering pursuing a formal complaint to ensure that no one else has to endure such a treatment. Had the staff communicated courteously and explained from the outset that the hotel was fully booked, I would have understood. However, the lies, inconsistent information, and discriminatory behaviour I encountered were completely unacceptable and unprofessional.|||I understand that unforeseen circumstances can arise, but this situation resulted in a considerable was of time and a highly negative experience.||As a Portuguese citizen, I believe that respect and fairness are fundamental rights, and discrimination is a...

The only reason I stay here is because the company I work for books it for the ITB trade fair that takes place in Berlin every year. I'm sure they book it annually due to a competitive deal, and that it's right next to the main train station, thus providing cheap and convenient transportation to the fair every day.

Apart from that everything else is horrible.

The rooms are tiny. They are all the same size, decor, furniture placement which is apparently the main Motel One selling point. Is that you always feel you're in the same room no matter what hotel you go to. I find that a bit morbid, leaning on claustrophobic. Makes me feel I want to escape. The concept works slightly better if these are sold strictly as single rooms. Putting 2 people in a room this size is inhumane.

There's only one table pretending to be a desk, no drawers. One desk chair. No where else to sit, or stand really.

You'll see the closet space in the photos I took. It's a joke. Unless you're a single person with carry on luggage there's no room for your clothes in this room. You'll end up living out of your suitcases. And every time you need to get something out you'll have to swing your suitcase onto the bed to open it. No room on the floor.

To make a point to the size of this room, if I want to walk across the room, from where the toilet is to where the windows are, I have to crab walk (turn sideways) as I cross the foot of the bed. No space to walk forward.

To conclude, rooms are a habitational disaster.

No minibar, no phone to call the lobby, no room service. Nothing. If you need help with anything you have to walk down to the lobby and talk to someone at the front desk.

Breakfast is sub par. Variety is laughable. Hard boiled eggs. Toast, rye and white buns. Emmetal, gouda and cottage cheese, turkey, ham, salami, muesli, cereal, mik, bananas, apples and yogurt

No scrambled eggs, poached eggs, no toaster, no Sausages, no bacon, no brown or wholewehat bread. No warm food at all.

And nothing for people with gluten sensitivities.

Now, although it is convenient to be right next to the main train station, the hotel is also right next door to the police and fire stations. So be prepared for the glaring sound of police and ambulance sirens all day long, into the late hours of the night. The sirens are so loud that they keep us up even when the windows are shut. Horrible.

If it were to me, I'd never stay at a...