HANS IM GLÜCK - BERLIN Hauptbahnhof — Restaurant in Berlin

I normally only take the time to write positive reviews but this experience warranted a negative one. The restaurant is upstairs around the corner by some construction currently by the Bahnhof, but the restaurant is nicely decorated and has a nice outdoor seating area. That is where my positive review will end. Our waitress, Saskia, talked my parents into ordering the "deal of the day" burger with drink and a side which she made sound like a good deal. The food came and ours was fine but my husband's chicken sandwich with bacon had basically raw flaccid bacon and the chicken was so tough after one bite he pushed the plate away and I have never seen him do that in 13 years of marriage. Saskia walked by several times but did not stop to ask if everything was ok. When they finally came to clear the table another waitress said how was everything and we said ok except for his sandwich which he obviously didnt eat. Saskia saw this and didnt offer an apology or alternative, just brought is the check. This was the point when my parents said "what are all these extra charges?" And she said that is the lunch special prices which if course was a lot more than they understood her to explain. When they said well that was deceptive she said "well what do you think we have McDonalds prices" very rudely. I wanted to retort that no, but yesterday in Madrid I had a lunch special for 10 Euros that included much higher end quality food than what my parents had. Additionally, the chicken sandwich remained on our bill with no offer to ameliorate the situation in any manner. Wl never return and I caution others from doing so as well. Try Peter Pane down the...

I am writing to formally escalate a very serious and disturbing incident that occurred at your HANS IM GLÜCK – Berlin Hauptbahnhof location today, 30 August 2025 at approximately 19:00.

Upon entering the restaurant, I politely requested a table for one person in German. A waiter, described as a very tall, large man dressed in a white shirt, responded in an extremely discriminatory and unprofessional manner. He stated to me, “I do not talk to non-German people,” and then physically touched my shoulder while dismissively walking past me. Immediately afterward, he ignored me and instead proceeded to seat the next German customer, leaving me standing unattended.

This behavior is not only blatant discrimination but also a serious violation of human dignity, customer service ethics, and your brand’s values. As a paying customer, I should never have been treated in such a degrading and disrespectful manner.

I request the following actions from higher management:

An immediate investigation into this incident.

Identification of the staff member responsible and confirmation of corrective measures taken.

A formal written apology from HANS IM GLÜCK acknowledging the misconduct.

Clarification on the measures your company has in place to prevent discrimination and ensure inclusivity in all locations.

Please consider this matter urgent. If no adequate action is taken, I will have no choice but to escalate further to external consumer rights organizations and review platforms.

I expect your prompt...

So, we three visited this restaurant for dinner but surprised to receive a manipulated bill by the staff after we’re done eating. Even after mentioning several times that we’re opting for Abendmenü (Menu of Burger+Fries+Cocktail), we were billed for individual items and then the staff has added a tip of 4€ in the bill without asking us. It is only when we demanded for bill, we got to know that tip was also included. At this point, we have already made payment. Our actual bill should be 61.20€ (10.503 + 9.903) but we were charged 76.70€. Upon asking for the explanation and our 15.50€ , he started saying that he will return us some amount like 2€, 3€, 5€ etc. and also behaved very rude. He intentionally did the manipulation assuming that we are tourists, can’t speak German. But been living in Germany for many years and after my first experience with this burger chain in the past in other city, we decided to go again this time in Berlin. But it turned out to be a restaurant cheating the tourists. I don’t recommend this franchisee anyone.

I will now approach Verbraucherzentrale for further explanation if the restaurant don’t resolve this issue and give us the explanation.

Hey Hans im Glück, do you even monitor your franchisees how they are performing, food quality, behaviour of the staff etc.? Or you just approve the franchise and then leave it unmonitored? This shouldn’t be happened to any customer in the future.

Eine Aussage: Hans im Glück hat uns Heute Unglück...