Rated 1 out of 5 by Disapp0inted2013 Worst Westin I ever stayed in...
This hotel is horrible. Why?
- Checked in and a woman took my car keys. Never gave me a ticket, then were surprised when I showed up without one.
- They put me in a room with broken A/C, boiling hot. Suffered on night 1, complained that morning and told them I wanted it fixed, came back to a hot room. Desk told me they investigated, not broken, sent another guy up who acknowledged it was broken but they were now completely overbooked. COMPLETELY unacceptable... COMPLETELY.
- Internet is totally unstable. Freezes regularly for over a minute, doesn't recover properly between sessions, and is unresponsive even at 1am in the morning. Again, completely unacceptable for a paid service.
I obviously stay at a lot of SPGs, and I generally target Westins. I will not stay here again.
August 7, 2013
Rated 4 out of 5 by AndrewH Extended checkout and WIFI
I paid 60 Euros for an extended checkout until 6pm but when I returned to my room the bed hand not been made and the bathroom was not cleaned. I think as a minimum this should have been done for the cost of 60 Euros. The hotel charges for the use of Wifi in the room which is expensive and at odds with most hotels in the world.
July 29, 2014
Rated 5 out of 5 by saio61 great stay
it was a great stay, we enjoyed the stay and it was a great experience for the whole family
July 30, 2014
Rated 5 out of 5 by Murtron A Welcome at The Westin Grand, Berlin
This has been our third stay at The Westin Grand Berlin, and as before it didn't disappoint. All of the staff are helpful, polite and exhibit a great sense of humour while remaining professional at all times. The room was excellent as always, and the air conditioning was a very welcome relief from the 32c temperatures at the time. Our only minor disappointment was that the restaurant and snack menus were either too complicated, or lacked the "local" aspect to the food in Berlin. I couldn't help feeling that the hotel was missing out with guests choosing to eat at other local restaurants, offering true local fare at a reasonable price. It is only a suggestion, but I feel the restaurant could benefit from a "Berliner Cuisine" menu? They have Currywurst (a local delicacy) however most do not want it with a glass of champagne. I understand that the restaurant wishes to maintain a certain standard, and would suggest this menu be offered at the bar or terrace? On all of our visits, it has struck us as odd, that the Westin Berlin has 2 Grand Pianos (1 in the main bar area, and one in the first floor lobby). Neither of these beautiful instruments has ever been played during any of our stays!! It seems like such a shame, when they would provide a nice dimension to the ambiance of the hotel.
July 29, 2014
Rated 2 out of 5 by Acentas You don't want to stay here
While the location of this Westin is very good for tourists, there are a number of large and small reasons why you don't want to stay here.
First is the major road construction project taking place outside your window. Noise begins every weekday at 7:00.
Then there is the Wi-Fi. There is no free Wi-Fi, even in the lobby. I signed up for five days of internet access for €75. But I didn't get it. Every time we logged on, no matter which device we used, Wi-Fi did not work. Every time we wanted to use the internet, we had to call an off-site support number, and wait on hold until reaching a service rep who could temporarily rectified the problem. Then, during a rainstorm, it did not work at all. I complained to the front desk on the very first day, and received a shrug of indifference. For this reason, I cannot recommend this hotel to business travelers. (I will say that the charge was removed from my bill at checkout, but that did not make up for all the time I spent on hold trying to resolve this problem several times each day.)
Our room was of good size but lacked character. It could have been in a hotel in Peoria.
Our hallway and the main lobby often stank of cigarettes.
The fitness room was adequate, but the button used to summon the elevator to take you back to your floor did not work.
The concierge staff was very good. Their dining recommendations were appreciated.
June 22, 2013
Rated 2 out of 5 by Valueseeker Hotel did not meet expectations
We arrived on the 3rd day of a heat wave.
We were put into a room with broken air conditioning. Repairmen came up and said they fixed it. They did not. My family couldn't take the heat any longer so I asked for an equivalent room with functioning air conditioning. The next two hours were pretty terrible. The front desk staff was not helpful. They offered inferior rooms with working a/c. Staff acted put out and dishonest about the rooms.
July 19, 2012
Rated 2 out of 5 by ken4 Not recommendable.
We never expected our room with no bath tub till check in, which were not discussed in hotel web site and never been asked when on-line booking. We, Japanese definitely prefers bath tub from our cultural history and background, so that your hotel must tell room with bath tub depends on availability up front. If your hotel tries to be classified as luxury, bath tub with seperate walk-in shower must be accomodated in the room. We sent this same message to your hotel web site upon check-in, but no answer yet, which is also very bad customer service.
October 12, 2012
Rated 2 out of 5 by Frank66 Worst Starwood stay
No Executive Club. On check in I was told Platinum benefits do not apply when using starpoints for the stay so I should not be concerned. That is a new and unsatisfactory experience. Therefore used suite upgrade awards and had a room like a prison cell with one small window in the lounge. No window in the bedroom at all. Room attendant ringing on the door at 8:10 am to service room. Refused to provide a bottle of water for each of us (myself and wife in room with me). The best thing about the stay was the breakfast which was definitely good.
September 27, 2013
Rated 5 out of 5 by Kay65 Well located
Overall very good, but Wi Fi was over priced. Everywhere else we stayed it was free.
July 21, 2014
Rated 2 out of 5 by SJA54 Quite a disappointment
At checkin our rate was listed incorrectly. No one at the desk seemed to comprehend that this was a points plus cash stay.
We cashed in suite night awards for this stay. We were given a very large two room suite. Most of the space was wasted space in the living room area. But the real surprise came when we found that our bedroom had no window. None. The living room had a small window in the corner. I cannot imagine anyone paying the price of a suite and staying in this dark cave. This was the worst room I have ever stayed at in the Starwood network -- and I paid suite night awards to get it!! Prior to this I did not know that bedrooms with no windows even existed! To the hotel's credit they did move us to another, very nice suite, on my SECOND complaint. As a platinum with lifetime gold status cashing in suite night points I would have expected a bedroom window in my "upgraded" room without having to complain. I think a window should be a standard item in any hotel room -- and shame on this property for having suites like this. And shame on Westin for allowing this -- I thought this brand stood for better than that!
Additionally we had bad experiences at the bar and the restaurant.
Overall this was not a very good experience -- which is unfortunate since the location is wonderful -- although there is currently lots of construction outside with noise 6 mornings a week.
August 19, 2013
Rated 4 out of 5 by FirsttimetoBerlin Central Berlin
Quite central to all the historical sites of interest. A very comfortable accommodation.
July 20, 2014
Rated 4 out of 5 by Gadgeeked Titanic feeling
The Westin Grand Berlin is beautiful and well located. This is how I imagine the Titanic looked like from the inside. The Grand Deluxe Garden rooms are very comfortable, light, silent and clean. I recommend garden rooms, since there is still a huge construction site surrounding the hotel.
SPG Elite membership was not recognized at first, and requests seem to get forgotten.
Hotel offers, restaurant, spa, pool and a garden.
I have been staying in this hotel several times, every time the staff was ok-friendly but cold, probably this is a Berlin-thing. If the associates would be more responsive to guests need, it would make my stays at Westin Grand Berlin better.
May 18, 2014
Rated 2 out of 5 by Apecalvin I have written nearly 30 reviews, none as negative as this!
First of all, this hotel hardly feels like a Westin - its dated, classic decor feels heavy and... old. SPG should consider re-branding this property. And please also relook the uniforms of the front office staff - it's hardly flattering, especially for the women.
We arrived at 9:30pm, got out of the cab, entered the hotel, and wheeled our bags right across the iobby, and not once were we greeted or welcomed or offered any assistance with our luggage until we were at the front desk.
We were given a room on the third floor, facing the construction. The power lamps mounted on the crane outside shone right into our room! I complained and was given the opposite room, supposedly a garden-view room, but this time we were facing the roof vents of the hotel. It has taken us two flights to get here, how disappointing. We were told no other room was available, so we opted to keep our first room with the promise that we would be given a better room the next day. It wasn't until the next evening were we moved to a proper garden-view room on a higher floor.
As an SPG platinum member for over ten years, I am always a bit wary when there's only one SPG property in the city. These hotels are often complacent - they never have to try too hard since loyal SPG members have no other options.
I believe that an SPG hotel without an Executive Lounge MUST try harder at recognising its platinum guests. Here in Berlin, I have had to use my 500 welcome points to have breakfast. I won't insist on a suite, nor will I check if one is still available for sale on the website as soon as I get to my room, but the room I was given at check-in, on such a low floor, with the massive construction machine within meters away from my window, it's hardly the "best available room" in the house, is it? Hence I feel that there hasn't been any recognition for my status at all.
This is easily the worst hotel of my four-city tour.
And lastly, please be VERY cautious when approached by youngsters asking you to sign some kind of petition for the handicapped. They can be very persistent. We checked with the hotel later and were told that they are part of a pick-pocketing syndicate. The petition is just a way of distracting you. My partner's smartphone was lifted right of the coat pocket but we caught this just in time and the pickpocket deliberately dropped the phone on the ground and made a quick departure. The hotel management is well aware of the matter, as is the police (according to the hotel), but there is little they can do about it. The management should seriously consider a written advisory in each room, warning guests that these petty thieves are waiting for hotel guests just outside the hotel, and in some tourist attractions like the Brandenburg Gate.
December 20, 2013
Rated 4 out of 5 by PUBLIUS OVERALL RATING
HOTEL IS WELL MAINTAINED
July 18, 2014
Rated 5 out of 5 AS GOOD AS EVER
Another lovely stay at our favourite hotel.
July 18, 2014
Rated 5 out of 5 by RegM Christmas 2013
Nice hotel and well located. Easy to get to hotel by using public transportation. As a platinum, I was upgraded to a nice suite by using one of my suite award. Good location.
December 29, 2013
Rated 5 out of 5 by Amyee Great location and comfortable rooms
This had been a great stay and at great prices. I enjoyed the location as it is 2 blocks from the Brandenburg Gate and walking distance to many of the attractions.
July 15, 2014
Rated 1 out of 5 by Joey64 Horrible experience
As a lifetime gold Starwood member I travel to many hotels. This was one of the worst I have ever stayed in. The room had the smell of a dead rodent. The housekeeping and engineering staff acknowledged the smell but could not fix it. The front desk did not seem to care and told us there were no rooms available for us to move to. For a property this large I found this hard to believe. We had a room with two parts so we stayed in the bedroom that did not smell as bad as the living room. I note this hotel is a franchise, it was not up to a Starwood standard in any way.
July 28, 2013
Rated 4 out of 5 by Anon11 Great hotel, but no free wifi / overpriced breakfast
Hotel is high quality, however it is a huge shame that wifi is not free. Breakfast is overpriced (32 EUR). I would not stay in this hotel again unless wifi was free.
July 13, 2014
Rated 1 out of 5 by AndrewBrooklyn Never again
I've just checked in today to what they called an "upgraded room", nevertheless there was no bathtube in my room and the toilet was broken. When I called to the front desk I was told that they did me a favour (!) by giving me a bigger room, and if I wanted to get a bathtube I would have to move to a smaller, downgraded room. I did not hear any apologise for broken toilet and the only thing they offered was a downgrade. This is not a Starwood standard.
December 22, 2013
Rated 5 out of 5 by Lillykate3 Beautiful Berlin!
This hotel is in an ideal location. From my window I could see the Berlin Dom, Brandenburg Gate, and Victory column in the Tier Garden. Breakfast top rate and had everything imaginable . Staff at hotel very good at service! I highly recommend.
July 11, 2014
Rated 4 out of 5 by Berlintravel Recent Stay
The hotel and staff are wonderful, but the current construction activity immediately next door to the Westin Grand is a major issue and will affect your stay. This should have been disclosed at the time of booking as the noise was so loud that it is impossible to sleep during the construction hours. Access is also affected, but not as big an issue.
I know the Westin has no control over this construction activity, but as a guest, we should be advised so we can decide if this is an appropriate hotel to stay.
October 11, 2012
Rated 1 out of 5 by experiencedtraveller cutomers are called liars
no alarm clock in room so i asked for wake up call. never received it. awoke an hour later nearly missed my plane but had very stressful morning, no time to shower. informed clerk at checkout that i will not be paying for this night. clerk apologized and took the night off my stay. i then upon return home received email from manager as the very reliable night manager had spoken to me to wake me up they have charged my credit card. it was not conceivable to her that the very reliable night manager could have possibly made a mistake for example by calling the wrong room. the only plausible explanation is the customer is a liar. other issues; elavators to pool not working, concierge gave wrtong directions, no iron in room. do not recommend staying here. only redeeming feature is location
June 13, 2012
Rated 3 out of 5 by DavidMend Nothing to rave about
The rooms were fine but that was about all we used. Breakfast was not included (first time on this so far 3 week trip) and internet access was a usurious €15 per day. Everywhere else it's free and since the cost to the hotel is close to nothing, how can such a charge be countenanced? Also, staff attitudes were fairly unfriendly.
July 5, 2014
Rated 2 out of 5 by Intergest No Good treatment for a Platinum Number
I travel a lot around the world each year and my first choice for my stay is a Starwood Property.and always i am satisfacted,except this time.
I didn't like the treatment i received and generaly the service.
November 4, 2012
Rated 3 out of 5 by Bill72 Several items seemed inadequate
The fitness center is very limited in equipment and features. The jacuzzi is kept intentionally cool, certainly not hot. No soap in the showers, only shampoo. Towels are very light weight. Only one bathrobe in the guest rooms. Extra fee for sauna. The front desk didn't acknowledge my gold status and offered no upgrades. I had to ask for internet service, late checkout, any options for an upgrade were not mentioned.
May 14, 2014
Rated 5 out of 5 by gabi001 Our 2th time
This is our 2th time at this hotel, we love this hotel rooms, facilities, staff & of course the great location.
We are enjoy & recommend for this hotel to all of our friends every time they come to Berlin.
Gabriella & Ronen Hazoum
We'll come again to this hotel next time.
July 2, 2014
Rated 4 out of 5 by Boutros Hotel is centrally located.
I enjoyed my recent stay at the Westin Grand Berlin. The facilities including pool, jacuzzi where welcome and availed of. The staff where very efficient. The room size was on the small size particularly if sharing on a twin
basis with both beds very close together which could disturb quality of sleep. The overall faclities and layout where very good and well presented.
June 30, 2014
Rated 4 out of 5 by Swapper61 Nice Hotel
Very Pleasant in the East
July 4, 2014
Rated 5 out of 5 by jechho Great property
For the price and location, we found this hotel unbeatable.
Had some request before we arrived, and Ms. Weschke took very good care of us. Thank you!
Platinum breakfast amenity was good, and it was nice to have the green choice option.
Room (jr. suite) was lovely, but the windows were not totally soundproofed. Until the huge construction around the hotel is finished, rooms facing the courtyard are the best bet for light sleepers. (But even those had some noise early in the morning.)
Room for improvements:
- breakfast area was hot, humid and rather tight. Maybe they could work a bit on the ambiance?
- had to log onto the internet over and over again. Not very stable, in other words.
June 10, 2014