Rated 4.1 out of 5 by 280
Rated 3 out of 5 by Brooxh Recommended, but not up to Westin standards
I recently completed the second of two stays. The hotel is very nice and the location is great. But the service was substandard.
Problem 1: The first stay was 5 nights and I was told that even though I am Starwood Platinum, the they could not upgrade me to a suite because they did not have one available for the full time. That's fine, but I checked in again for one night -- after a 1-day side trip outside Berlin -- and did not get upgraded to a suite again and was told none were available. But that was not true (see problem 3).
Problem 2: Not only that, but when I requested a garden view room for the 1-night stay (after being told that there were no suites), I was told that would cost 60 Euros extra. I had to complain just to get the nicer room at no extra charge, which should have been a standard policy for Platinums.
Problem 3: I checked in the second time at about 7 PM and then looked on the web site after going to dinner and there were multiple suites available for sale.
Problem 4: When I chose the continental breakfast for the initial stay, the front desk told me it included everything but eggs and the other hot/premium items, and that was fine. But when my wife and I got to the breakfast room, the desk attendant told us it only included coffee, juice, toast and marmalade in a very cut manner, which - if true - is not up to normal Westin standards I am used to from other Westin stays.
There were three other issues of lesser importance, but still annoying:
(1) When we got the marginally nicer room on the second stay, there was a welcome fruit selection in the room (with someone else's name on it) . . . we have often gotten this at other Starwood properties from Sheratons to Luxury Collections (including other Westins) but we didn't get it here for any night of our 5-night stay.
(2) We received small chocolates with the turndown service the first two nights, but not the other four.
(3) The front desk staff was very uneven . . . a few people were nice and helpful, but others gave us the impression that they were unhappy about having to answer questions or do ANYTHING beyond the minimal service of checking us in.
I would recommend this property for its location, but definitely not for the quality of its service.
June 5, 2013
Rated 3 out of 5 by August Service needs improvment!
Although I visited Berlin a lots of time before, this was my first time at the Westin Berlin. I knew the location was perfect, right in the center from everything. However service was far below expectation and below SPG standards which, as a gold member, I am quite familiar with.
Checked in at 7.00 pm and at that time it was still busy at the desk, so three employees where busy to help people. No gold/platinum line was presented in this hotel; had to wait for ten minutes before I could check in. Mentioned this at check in and the answer was quite simple “we don’t have any”.
I got a garden view room on the 2nd floor and in the room there was just one king bed. I booked a twin bed room, so went back. We got a new room with twin bed on the 5th floor, but the room had street view and there were construction works just outside… Back to the desk again and, third time luck, we get a twin bedded room on the second floor…
I planned to travel through the city by bicycle and made a reservation for two bikes by phoning the concierge earlier that week. As we had a late arrival I agreed by phone that we had to pay just for one day instead of two days. When picking up the keys at the concierge he mentioned that we had to pay for full. I told him that I agreed to pay just one day. Instead of asking me to whom I speak he got irritated and mentioned that I must pay the full amount. After I told him again that it was greed he raised his voice and set: “ok fine” write it down on the reservation form...
We were unlocking the bikes, but discover that there was also a big lock on all bikes to protect them from theft and we did not have a key for that lock. Back inside we asked if this could be unlocked and also if one saddle could be made higher. The concierge indicated he doesn’t has the key of the big lock and was not able to put the saddle higher… After we complain (we were offered some coffee and a bottle of wine for the inconvenience) to the manger on duty, a new concierge (the other concierge left as his shift ended) was able to unlock the bikes. The whole issue took 50 minutes.
Breakfast buffet was EUR 32.50 each so we decided to take ala carte. We ordered cornflakes, boiled eggs and scrambled eggs. A few minutes later we received the flakes and the boiled eggs. We wanted to have some coffee. We tried to contact one of the employees, but they did not react. After I walked to someone and asked for some coffee he came back with a can. Immediately after that his supervisor came along to give him a loud scolding, telling him that he wasn’t allow to serve us anything as we ordered al la carte..
Ten minutes later we ask for the scrambled eggs, as we still wait on that. Answered that “scrambled eggs took 7 minutes”, OK, we ordered it 15 minutes ago... When the scrambled eggs arrive it looks like an omelet. The employee was furious that we complain about it and refuse to take it back. We ask for the supervisor, but he was busy and screamed to her he hadn’t got any time… After a big discussion they took the omelet back and we asked for the bill. And what a surprise, rates on the bill did not match the rates on the menu...
As mentioned before location is perfect, rooms are nice and clean. Swimming pool is nice as well, Gym is somewhat small. But the service is far below a five star hotel and below Starwood properties. Unfortunately it is the only SPG property around and still recommend it because of the location.
July 25, 2012