Hotel NH Collection Berlin Mitte Friedrichstrasse — Hotel in Berlin

On first appearances everything seemed pretty good. But unfortunately my stay was not as comfortable as I first thought it would be.||Although the rooms initially look well maintained, they seem to be in need of some work as you become more acquainted with your room. The tap in the bathroom was broken and wobbling loose so I was careful how I turned it on and off. I went to get a tissue out of dispenser on the wall and the front chrome panel just fell off as the tissue came out. This was then left hanging off by housekeeping afterwards and I couldn't get it to stay back on. When I went to use the hairdryer in the morning I found it to be very grubby in appearance, with dust and hair in the corner behind it and on the cable.||I had what appeared to be a twin room - 2 single beds which were made up separately but then pushed right up against each other so were together. I couldn't really understand why they didn't just make it up as one double bed as the room was single occupancy. But sleep comfort was my biggest issue and concern. When I went to bed in the evening I realised how hard and terribly firm and unforgiving the mattress was. I actually felt like I was sleeping on the floor. In the morning I was very still and uncomfortable for a good hour until I had worked it off. I asked reception if a mattress topper could be provided and the receptionist was very helpful and obliging and said she would notify housekeeping. Later that day the bed had been made but didn't feel any different than before so I asked again. I was later assured it was addressed. Regrettably there was no mattress topper. They appeared to just have laid a thin duvet or blanket over the mattress which did nothing to increase the comfort of the bed. ||Before arriving I had wondered if the neighbouring railway line might disturb my sleep. However, there was no chance of hearing the trains - because the air conditioning unit was atrocious and sounded like an item of power tool machinery operating in the room. Even with very good earplugs the volume was totally unacceptable. As the weather was very warm during my stay I was left with no option to either sweat the night out or be deafened by the air conditioning. Very unacceptable for guests and requires immediate maintenance. Everyone I was travelling with had the exact same issue.||Food in the restaurant was of a good standard and staff were very helpful and attentive. ||I wouldn't stay...

Dear NH Collection Berlin Team,

I am writing to complain about an issue regarding our recent stay at your hotel. We booked a room at your hotel, and during check-in, the reception staff informed us that breakfast was included in our reservation. We were positively surprised, as we initially thought we had only booked a room.

Due to this information, both my husband and I had breakfast together on the first day, and on the second day, I went alone. At the breakfast reception, the staff member asked, "For two or for one person?" and I clearly stated, "Today, I am alone."

However, upon checkout, the receptionist unexpectedly asked about breakfast. This was already confusing, as we had been told it was included. I explained again that we had breakfast together on the first day and that I had breakfast alone on the second day. The receptionist then said she would send the invoice via email.

When we received the invoice, we were shocked to find that we had been charged for two breakfasts for two days! When I approached the reception to clarify, I was extremely disappointed with their response. Instead of taking responsibility, they could only say that it was a "misunderstanding."

How is it possible that one employee adds breakfast to our reservation without our agreement, and other charges for two people, even though I explicitly stated—twice—that I was alone? This is completely unacceptable. What will happen next time—more "misunderstandings" that we only discover on our invoice?

Perhaps your staff has difficulties understanding English, but my husband is a native German speaker— they also failed to understand him in German? This experience has been highly frustrating, and I expect a proper explanation and resolution, including a refund for the wrongly charged breakfast. Misunderstanding can happen once, but it cannot happen twice...

Unfortunately, had a horrible experience at this hotel. Most of the staff were rude from start to finish. Katharina was the only bright spot in a dark place.

Aside from a chilly reception during check in (things got tense between the girl who checked us in and others in my party), the last night there was an issue with a NOISY fan in the vent. The only alternative was to turn it off, but then the room got really hot. It clanked and clanked and CLANKED. Out of desperation, turned it off, opened the window, but then the hotel is right in front of a train station - epic fail - so the noise from outside was unbearable. Finally at 3 am, couldn't take it any more so called down to the front desk (unfortunately girl from tense exchange at check in was on duty) to see about swapping rooms. The only suggestion was to open the window. After informing her that this step had already been tried, and insisting to have rooms exchanged, she gave into the request for a room swap.

The next morning on check out, inquired about what compensation could be provided for the horrible night. There was not much sleep that was able to be had. Even took video evidence of the awful noise.

David, the general manager REFUSED any compensation...other than an apology and a box of chocolates (probably Katharina's doing). He was very matter of fact (to the point of rudeness in my opinion, but I try to justify it as a cultural difference, because otherwise I get PISSED off every time I think about it) but this felt very harsh and unjust. I would NEVER stay here again.

This was my first and last time staying at this hotel brand.

AND now the lies continue in his response! What a joke! He is a terrible man! Your hotel would do much better if you gave him some training in customer service, or better yet got rid of him altogether. NHC this is not who you want working...