The Posthouse Berlin Potsdamer Platz – Leonardo Limited Edition — Hotel in Berlin

I would like to start by acknowledging the exceptional service provided by the breakfast team, who truly went above and beyond. Special mentions go to Alexandra (or Christina), Vlad, and Victor. They were all incredibly friendly, kind, and attentive, ensuring that every morning started on a positive note. The reception team also deserves a big shoutout, particularly Christian, Lucca, and especially with capital letters LUCAS. Their patience, professionalism, and willingness to assist were much appreciated and made a significant difference in my stay.

The rooms were another highlight—clean, and well-maintained. The housekeeping staff should be proud of their work, as everything was in perfect condition during my stay.

Areas for Improvement:

Despite these positives, there are several areas where the hotel could improve. Firstly, the breakfast,(although delicious and friendly staff), became monotonous over my stay. The same bread, pastries, and juice options every day left me wishing for more variety, especially in the pastries. A bit of rotation in the menu would go a long way in enhancing the guest experience.

Another disappointment was the room assignment. As an IHG member, I was excited to see in the app that I had been upgraded to a premium room with Club Lounge access and a bathtub. However, upon arrival, I was given a room without these features. When I brought this to the attention of the Assistant Front Office Manager, Franziska Baumler, I was informed that the room I expected / was shown in the IHG app was actually a suite. She told me also that all suites were occupied, meanwhile online and on the IHG app itself the room shown was described as a premium room with lounge access (not a suite) and they were all available and bookable. Ofcourse I did not make a drama of it, because it was a free upgrade, but ofcourse it was a bummer as I already invisioned me sleeping in the room category that was shown on the app.

A particularly concerning incident occurred after the first night. For reasons still not entirely clear to me, the fire department evacuated the hallway near my room at around 3 AM. The way this was handled was far from ideal. The fire department together with hotel employees knocked twice without announcing themselves before entering my friend’s room, finding him in a very compromising situation. Proper protocol should have been followed, including knocking three times, announcing their presence, and ensuring no one was inside before fully entering.

Moreover, the way the situation was managed by the night audit staff, particularly Mr. Gajendra Singh, was lacking. Guests were left in the dark with no clear information about what was happening, leading to confusion and anxiety. Communication between the staff was clearly lacking, as one colleague told us it was safe to return to our rooms, while another said it wasn’t. My friend returned to his room only to find all the windows open due to a gas leak, and was understandably uncomfortable with staying in the room under those conditions.

Finally, on the day of departure, I paid my bill in advance to avoid the rush at checkout time. However, an hour later, I received a call from Ms. Baumler stating there had been a mistake with my bill, and that I still owed an additional €55. This last-minute correction was frustrating, especially with my taxi waiting and a plane to catch. The new invoice was so convoluted that I couldn’t easily understand why I was being charged extra. In the end, I just paid the amount due to time constraints, but the entire situation left a sour taste.

I believe that some of the staff, particularly Ms. Baumler and Mr. Singh, could benefit from additional training in empathy, problem-solving, and clear communication. I hope to see these improvements implemented, as this hotel has the potential to provide an exceptional experience, as it did during my...

We stayed here for 9 nights.The front desk staff were extremely helpful and curtious.As for the hotel location; the hotel is located a good 20 or 30 minute walk from major sights like Checkpoint Charlie and the Brandenburg gate. There are a few restaurants within a 5 minute walking distance. The Tegel airport taxi voyage cost a little over €25. each way. The breakfast buffet had a good selection except for fruit and lack of bottled water (they only had carafes of fruit flavored water). One observation: The staff handling the bread, buns and other foods, with the exception of the chef, did not wear gloves when handling food and then switching over to cleaning surfaces with rags. The initial room we were given had no heat. It was in the minus digits that night and the room (room 308) was extremely cold. We called the front desk and a helper came up immediately with a space heater (see photo). We presumed rightly that he knew there was a heating problem since he brought the heater up with him prior to checking if the heat worked. We asked a few staff members and were informed that there was a problem with the heat in some rooms and that the hotel had purchased a bunch of space heaters to help with this. So, we did not sleep very well that night because we were terribly cold and uncomfortable. My wife had to wash her hair but didn’t dare because she was afraid of getting ill because of the cold. The next morning we told the front desk and they said that they would try to find us a room with heat and would compensate us with a free drink at the bar. Do you really think that a free drink at the bar is compensation for having no heat in the room, especially since the hotel should have checked if our room had heat prior to giving it to us. Not 4 star behavior. The next room we saw was on the fifth floor and had skylights, no heat and would have been even colder than the room we slept in the night before. We were given a room on the first floor which had heat(room 143). In fact, it was an oven. When we went to the front desk (it is a major inconvenience when you have to spend your vacation time moving looking at various rooms to see if they have hear and then moving all of your luggage around and not being able to sleep because of heating malfunctions) we were told to leave the window open and put the fan on. Somebody came to our room and opened our window with a key. So, that is how we spent the next 8 nights of our vacation with the window open beside our heads in below zero nightly temperatures until we froze then we closed the window until we boiled and then the routine would start over again. Many uncomfortable and sleeples nights. We would have checked out had we not allready paid. Then there was the issue of the excess dust (see photos) on so many of the surfaces in the room, see pictures. Then when we wanted our sheets changed we left the change the sheet card on the bed but the bed sheets were not changed. We called the desk and they sent somebody up who only wanted to change the bottom sheet, which is what he did. Every day there was something housekeeping forgot to do, especially dusting, or put in the room. Perhaps a check list would help. We had a card(see photo) proped up on the little desk in our room which said if they didn’t rate a 10 to let them know and they would fix it. We have to wonder if this was some kind of joke. One would presume that when you book a room in cold Berlin in the winter that it would indeed have heat. We travel extensively, both for work and for pleasure. We’ve had some absolutely fabulous hotel stays and some average stays and some definately not enjoyable stays. This stay was was a not a particularly enjoyable experience and was not resolved or even attempted to be adequately resolved. Ironically, upon check out we were not even asked how our stay was. We guessed they...

The way the reception man treated me was appalling, arrogant and patronising. I was so angry it completely ruined my stay.. I paid extra for a standard room booking + bathtub, which was an option last year. But I got a room with a shower, so went back to reception and they denied they did that booking. I had to find my confirmation email and show him.. Then he went quiet like he knew I had the wrong room, but instead of apologising he started patronising me and googling what a bathroom was and read description off the internet to me like an I was an idiot! When I'm talking about a 'bathtub' I paid extra for.. Then he started asking me about pictures I had seen of the hotel with bathtubs!! it was absurd. I refused to leave until he changed my room. Then eventually he said he would do it as a favour.. Still no apology or ownership of there error and I was apparently upgraded to a bigger room! But it turned out to be the same size with a combined shower/bathtub in the bathroom, exactly what I booked in the first place. Afterwards when I was walking away furious he then rudely told me next time to contact them in advanced and request a bathtub if that's what I want.. while smirking at me. Even though thats what I booked in the first place!!! I was so mad I couldn't even go back there to check out

Then to top it off at breakfast the manager of the dinning room shouted at us rudely for sitting outside, when the main room was clearly full and no tables left, so we stood there with plates in out hands waiting for a table to be free.. I then watched him repeatedly bullying and poor waiters who were clearly too busy and understaffed.

The staff here have no communication skills and don't care at all about...