Rated 3 out of 5 by PureGlamTV Currently due to construction not to recommend
First of all it was my 7th or 8th stay at the Westin Grand Berlin and I really like it, because of the long history - the famous Atrium and the perfect location - everything in walking distance. (Brandenburger Tor, Potsdamer Platz, etc.)
When you arrive - you get no warning by SPG in advance about the huge construction on two streets of the hotel (Unter den Linden and Friedrichstrasse) for the new Subway - so it might needs "a few months" :)
So no direct access to the hotel from Unter den Linden - and when you want to walk to all the famous stores at "Unter den Linden" you always have to pass construction zone with all the dirt...
The hotel itself is still the old Grand Hotel with beautiful rooms (had a wonderful Junior Suite) and the inroom items are wonderful and new!
Problem: Breakfast buffet... as SPG Plat. Guest you have continental breakfast included - but have to 14 EUR for an upgrade (per Person) ... the buffet is great! But the problem is the location and the limited number of staff on the breakfast restaurant so that we had to wait twice 15 minutes for another cappucchino..., cleaned table, etc.
Very interesting is the concierge service - you can arrive with your luggage during checkout and ask for your car - don't expect assistance or the question if they might help you - you get just your key!
Finally I hope it was a one-time-bad-experience - to give the feedback to the Guest Relation Manager was not possible during checkout - she was in a meeting... all the other experiences before were very good - but the construction and the horrible service will let me think twice next time!
14 octobre 2012
Rated 3 out of 5 by SaaM Average Hotel
For business travellers looking for efficiency and top notch services, this hotel does not meet expectations. Absolutely no mention of starwood membership; gold level means nothing. Gym equipment old and badly designed. This seems to be geared towards large tourists groups and quick turnover.
13 octobre 2012
Rated 3 out of 5 by AllanMuff English and Service needs improvement
No SPG Recognition at all.
Staffs English skills are poor.
Service at Breakfast was unsatisfactory.
4 octobre 2012
Rated 3 out of 5 by TnTLTravels Nice place, unsatisfactory service
We give the hotel 3 stars because the hotel itself is nice. The rooms are clean, we felt safe and the location is great.
The concierge service was very poor - one of the worst in the 14 SPG hotels we've stayed at in Europe since last year. He was unwelcoming and if we had a question, it was almost a bother to him. We rely heavily on the knowledge and help of the concierge and usually love the SPG service, but it was majorly lacking here and we went outside the hotel to get help on what to do and see in Berlin.
My husband and I are frequent SPG travelers and owners and we used points to pay for an upgraded room in this hotel. The first night we arrived, we got to our room and noticed a leak from the ceiling in the bathroom. The floor was very wet. At 10pm, they sent someone up to fix it for about 30 mins. They promised us the leak was fixed. The next morning, we woke up and I walked into a puddle in the bathroom. They sent someone up and said it wasn't fixed, so we had to switch rooms. The guest staff downstairs was rude. One woman talked to my husband at first to tell us to move, and when we walked down to lobby with our luggage, she ignored us completely and told another woman behind the desk to deal with us. A room wasn't available, so they kept our luggage until 3pm. Nothing was said or done to apologize for the inconvenience. Not to mention, we paid for a room for the entire 5 day stay - and didn't have one for half of one of those days.
We were really disappointed with how we were treated. In most of the SPG hotels we go to, we feel like the money we spend in this hotel chain is recognized and we are treated nicely. We are very loyal to the SPG program and recommend it frequently to friends and family.
This is the first bad review we've ever written, but we were VERY frustrated with this hotel, mainly the cold staff.
The ONLY reason we would stay here again is because it's the only SPG hotel in Berlin. When we do make it back to Berlin, we will probably stay elsewhere.
8 septembre 2012
Rated 3 out of 5 by VonCueBall WIFI does not work in rooms, Beds not like other Westin Hotels
This was formerly a very good hotel but now the staff seems very unhappy. The beds are not sleeper beds like othef Westin Hotels more like kill your back beds. The WIFI in the room never worked despite complaining and I had to work in the lobby 4 days in a row. No one follows up to see if a guest is happy they just take it for granted you should be lucky to have a room here. Well I can stay anywhere and as a Platinum member at other chains I'll be staying elsewhere until things change. In the meantime remove Grand from the name that is now no longer appropriate.
10 août 2012
Rated 3 out of 5 by CarlT OK
Great Location in the heart of Berlin. Very small suites and rather expensive.
Breakfast is €40 + and only continental breakfast is offered as a Plantinum welcome amenity.
7 août 2012
Rated 3 out of 5 by MarkusE Eigentlich gut, aber derzeit...
Prinizipiell liegt das Hotel hervorragend in der Mitte von Berlin und wir sind seit 3 Jahren regelmäßig dort abgestiegen. Durch die Ubahn-Bahnstelle direkt am Hotel ist es derzeit aber nicht zu empfehlen: An- und Abfahrt sind sehr stark eingeschränkt.
Im Außenbereich des Relish-Restaurants kommen abends Nagertiere zu Besuch (aus dem Baustellenbereich Friedrichstraße) - sehen zwar pussierlich aus, aber das Hotel sollte gegen die Rattenplage schleunigst etwas unternehmen.
Die Klimaanlage auf dem Zimmer war mit den Außentemperaturen (ca. 36 Grad C.) sichtlich überfordert, es war auch abends auf dem Zimmer viel zu warm.
Nach diesen Kritikpunkten (gegen die Baustelle kann das Hotel nichts machen) nun das Positive:
Die Freundlichkeit des Personals ist hervorzuheben: sehr nett, kompetent und hilfsbereit.
Die Qualität der Speisen im Restaurant ist hervorragend. Gleiches gilt für das Frühstücksbuffet: sehr großes Angebot, sehr sauber, sehr gute Qualität.
30 juillet 2012
Rated 3 out of 5 by Maufan Convenient location but facilities could be improved
The location of the hotel is very convenient. The bed is comfortable but very hot, perhaps a plastic sheet was placed beneath the bed sheets. Also should provide a lighter blanket as alternative. Room cleaning acceptable but staff forgets to refill the paper tissue and took away my own towel, so they should be more careful in identifying what are hotel and what are guest properties. The most inconvenient thing is not having free internet like most other hotels, including those in the Starwood chain
28 juillet 2012
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.
25 juillet 2012
Rated 3 out of 5 by oubay1 Nice location.
The Hotel has no lounge, no free breakfast, slow internet, and no upgrade, other than that the location is good.
2 juillet 2012
Rated 3 out of 5 by graham Good location but dreadful check in and uncomfortable beds and worst ever pillows
check in most unwelcoming. Beds not very comfortable and pillows worst ever. If they want to improve should take brussels sheraton as example. Food in bar very eccentric. Good location.
2 juin 2012
Rated 3 out of 5 by ITtraveller Hotel is slipping
I have stayed at this hotel a number of times before, always satisfied but never blown away, this time however i have to say i was genuinely disappointed. It seemed like I was an inconvenience to the staff and the room laundry was worn out,. again a shock for a hotel of this standard. the Spa staff were very little short of rude when i tried to ask a question (firstly in english and then in poor German) but i recognise people laughing at someones inability to properly communicate in German. I actually tried to raise the above points at checkout but it didnt happen, was never asked was I happy with stay and when i tried to talk about it the receptionist answered the phone.....
13 mars 2012
Rated 3 out of 5 by Margarete Es gibt sehr gute Zimmer und schlechte Zimmer.
Zum dritten Mal wurde uns ein Schlafzimmer ohne Fenster angeboten, daß ist kein Fünf-Sterne-Standard.
Als Platinum Preferred Guest-Mitglied kein Zimmer-Upgrade und kein Platinum-Willkommensgeschenk.
Club- u- Executive-Ebene nicht vorhanden!
Concierge-Service- sehr gut,
Ceck-In und Ceck-Out sehr schlecht!
20 novembre 2011
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.
20 décembre 2013
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.
27 septembre 2013
Rated 2 out of 5 by SteveA 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.
19 août 2013
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.
22 juin 2013
Rated 2 out of 5 by Jesslh77 Not up to standard of Starwood Hotel
Given room next to very loud construction after specifically asking not to be located next to construction when made reservation. Tld no other rooms. Then after I complained, offered room upgrade. Then after 20 minute wait, said room not available. Put on twin bed room ( It was our wedding anniversary. Told no other rooms. After I called Starwood Ambassador, room upgrade located for next day. Told bringing wine to us for trouble-wine never arrived. Next morning got call from day supervisor saying they had upgraded room but on side with construction. After much complaining, finally got upgraded room on garden side, which we had to pay extra for, even though hey had no alternate room to give us.
10 juin 2013
Rated 2 out of 5 by IRELANDSMAN DULL -DREARY
Recently had a 5 night stay in what must be one of the dullest -dreariest hotels in my life i have ever stayed in. It is so unfortunate that the hotel used so much artificial lighting when fotos were being taken for its website which gives a very different perspective to the real hotel on entering. The carpets in the general areas and corridors are badly stained. Dark Brown--and Cream are the main colours internally. Right now in Berlin -major street construction is talking place -so request an inside room. Our A/C did not work--reported 3 times to Service Express--we finally gave up--it was not fixed. Breakfast is a nightmare ---with so many people trying to enjoy really good food. Sadly this hotel has no EXECUTIVE LOUNGE---hence i would not return. In our bedroom --we had to have lights on all the time as it was so dark--no bedside clocks are in the rooms. If u are feeling depressed and need a break --this is NOT a hotel to go to. How could any General Manager permit such a hotel to convey such sadness based on the colours and total lack of lighting internally.. ..
20 mai 2013
Rated 2 out of 5 by Psychologist Needs improvement
This hotel is tired, and isn't up to Westin standards. Has almost no clothing storage except closet (two tiny drawers). Rooms are small. No in-room coffee or coffee in lobby. Noisy. Fitness center was small, dark, & inadequately equipped.
21 avril 2013
Rated 2 out of 5 by PatrickGr Still in the cold war ----
Hotel needs major service overhaul. While the rooms are reasonably priced, their service was less than stellar. if you are going to be downtown and just need a place to sleep this hotel is perfect for you, however, if you need help from the service staff, be sure they double check dinner/event reservations as there were issues.Also, they dont seem to return emails or phone calls.
3 décembre 2012
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.
4 novembre 2012
Rated 2 out of 5 by Clark2144 A Sheraton in a Building Site - not impressive
We went to this hotel as a two-night treat in the middle of a hectic European vacation - big mistake. Numerous little things added up to a very poor experience:
- the hotel is in the middle of building site and you will have a compulsory 7.30 am wake-up from the pneumatic drills outside, whether you wanted it or not;
- there are no coffee makers in the room meaning you have to pay for morning coffee (after the above wake-up call);
- after a swim in the hotel pool at 9 pm there was no soap, shampoo or conditioner in the showers and the staff offered no help when asked for more;
- there is no ice bucket in the room meaning that you have to pay for room service to bring you ice;
- the room keys failed three times and the last repair took over fifteen minutes after we had been out for a morning run, during which time we were asked more than once if we were sure the key did not work!;
- the hotel advertises the RunWESTIN service but the concierge had never heard of it. In addition, the map we were given was not pocket-sized and the distance was not 8 km (it was nearer 6 km).
Overall, I want a refund of the 20,000 SPG points I paid - it was a complete rip-off by Westin standards.
24 octobre 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.
12 octobre 2012
Rated 2 out of 5 by domino226 Aufenthalt mit Enttäuschungen
Lage hervorragens aber leider liegt das Hotel momentan an einer Grossbaustelle. Der Empfang war alles andere als professiolnell - die Bedienung in der Lobby kümmert sich zu wenig um die Gäste - man erhält den Eindruck, es wird überall an Personal gespart.
28 juillet 2012
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.
19 juillet 2012
Rated 2 out of 5 by SBHS Terrible customer service
We stayed at the Westin Grand over the holidays and expected spectacular service and facilities given their mostly positive reviews. The hotel itself is located in a great area, and the rooms were nice, though small. The pool and gym area is nice as well. The concierge was helpful, but sometimes seemed impatient with our questions.
Finally, we arrived the hotel and I expected a queen bed. They did not have our room available and said they would push two twins together to make a king for us. I thought this was ridiculous, and asked for a different room. They said the only other rooms available were an upgrade and were an extra 20 euros a night. We were exhausted, and ended up paying extra for a queen room (which was what I had already booked!). They did not offer us any refund for this, nor did SPG or the hotel help us with this afterwards. Will not be staying here or recommended this place again.
15 janvier 2012
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.
22 décembre 2013
Rated 1 out of 5 by burnt13 Awful customer service
Cannot believe the service I received in this so-called five-star hotel. In short, I accidentally had tea poured over my head one morning at breakfast by the staff and in return got laughed at by the manager because i asked to be accommodated for being burnt as I wasn't even asked to get my shirt dry-cleaned nevertheless an apology by the manager. To add salt to the wound, the hotel GM gave me 5,000 points which I found it extremely insulting for my troubles. To paint you a picture of my state-of-mind, on the long-haul flight on this trip, the entertainment center was not functional during my flight and Delta gave me a 15,000 points (over $150 value) for the trouble (they didn't even physically hurt me like Westin did.)
I really didn't expect a service like this from a hotel like Westin. I cannot begin to describe my feelings over this incident and how Westin staff handled the situation. The staff really needs some training in handling situations like this.
3 décembre 2013
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.
7 août 2013