Hotel Prens Berlin Kreuzberg am Maybachufer — Hotel in Berlin

Having looked forwards to this break,since booking it last February, via a holiday company, where do I start 🤔... Monday 20th November, having travelled over 700 miles,from Scotland, tired, hungry, we were met by a very grumpy guy at the reception desk. Although there was the language barrier, as im only learning German, I still expect to ne greeted by a "Hello ", welcome/"wilkommen to the hotel", have you travelled far,eg... none of this. Basically told the room number, didn't even say what time breakfast was! AND.. we weren't warned of building works going on.. we entered the room- room 201, oh my good grief! What met our eyes,, it was so bad I honestly nearly cried! 2 tiny single beds-, not a double bed, tiny room ( looks like it was a single room hastily made to be a double room). Hardly enough room for us to both move comfortably! Dust/plaster on the walls/floor,sockets,even on the flipping telephone wire! Bedding was tidy, but stains on the pillow case, a hole in one of the duvets, the shower was functional but could do with a good clean! Even the plughole I thought it was gonna overflow when I showered the next day! Wasn't exactly a room with a view.

The hammering and drilling began at 0845 on 2 mornings! Wires hanging all over the place,on the floor we were on. Noise at night, with other guests above us, doors slamming etc.

Breakfast: basic and boring, no cooked breakie on offer. The members of staff working, on the 2 mornings of 21 and 22nd November, were rude, unwelcoming, not even a "guten morgen "/ vie gehts" from them. I told the girl thst the room needed a clean, she reacted like I was lying to her.

Thursday 23rd November, a different receptionist on,that day, her name was Manuela, and she was the nicest one we met, it was a shame she had to deal with things. Naturally she asked was everything OK/did you enjoy your stay, I told her everything. She kindly let me speak to the gentleman in charge, and he has said, if we stay there again, we will be upgraded to one of the luxury rooms.

Sorry for this screed,but I had to be honest ,however we loved Germany and will definitely return.

Ps,not even a kettle/cups in the room to make...

If I could give 0 starts I would!||So, my boyfriend and I are going to Berlin in March for 3 nights.||We found the Hotel Prens Berlin through Agoda and thought it sounded pretty good, so we booked it.||||But unfortunately, we made a big mistake. Instead of booking 3 days from 16th – 19th of march, we accidently booked 1 day in January 26th – 27th.||||We immediately contacted Agoda to see if we could get the days changed. They would contact the hotel and get back to us.||After a few days where we hadn’t heard anything, I contacted Agoda again. They told us that the Hotel had not answered them.||||I then contacted the hotel directly and told them that we booked the wrong dates, and if possible, we wanted to change our booking from 1 day in January to 3 days in March, where we are actually in Berlin.||||They send med an e-mail back with an offer for the 3 days in March but didn’t mention the 1 day booking at all.||So basically, they didn’t address the problem with the wrong booking. The just offered me 3 days in March. They didn’t offer to change the days, or refund the 1 day, so we could book the 3 days they offered.||||I wrote them back and asked about if they could refund the wrong booking or just changed the dates, from 1 day in January to 3 days in March.||They didn’t answer so I wrote them another email. They didn’t answer that one either.||||So, they basically ignored us and our question.||||I would think it would be a better deal for them, to get us to book 3 days in March instead of just 1 day in January.||I then heard from Agoda who received an e-mail from the hotel saying that they wouldn’t refund or changes the dates.||||What kind of customer service is that??||||It’s a shame because the hotel sounded nice, but with that kind of customer service we are going to find...

Update to the comment of Hotel Prens on 05.12.21: No personal communication never to fix the misunderstanding although all the receptionists promised me it will happen, but a comment to this review. That's self-explaining. Nothing to add. Now the people are informed how it works with this hotel. That's fair, so they can consider it for their own decisions on how to deal with Hotel Prens. That's the idea of these reviews.

REVIEW: Be aware of your money!! Book only via booking.com or comparable services!! They don not care for the deals you both agreed on the receiption. They are only friendly as long as they as they are seeking for your money. After payment they do not care for you. So it was more expensive then calculated. No refund, no dialog. No answer to emails. That's rude.

Service: Reception: from early to late, that's fine. They give you information but for any issues of money the always hide behind the boss phantom, who never get in contact. Hotline: was always with a waiting line, so I never could phone them. Email: no answer

Rooms: are clean and functional, TV, shower, maybe a bit tiny for two. Simple category. Rest of the hotel they want to give a kind of cosy atmosphere by intereur and that's somehow nice.

Breakfast: is situated in the receiption room, so consider this. Buffet looked like standard. Did not try because not booked.

Location: Inner City of Berlin, lot of restaurants around, lot of nighlife, close to the touristic city. U-Bahn-Station is near by, about 10 minutes to Alexanderplatz.

So good luck and enjoy Berlin.

I checked in to checkout if we can can recommend it...