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 2 out of 5 by Afoo One of the worst hotels in the SPG franchise that I've stayed in
I'm a SPG platinum member and have stayed at numerous SPG hotels in the past. This hotel - Westin Grand Berlin, however, ranks as one of the worst compared to the quality that SPG is known to offer. Why?
1. Courtesy of service: Every time I request for help by dialing the Service Express, the staff always seems so hurried to put down the phone. There are times when before I finish request, they hang up. There was even once when I was saying "Thank you" mid-way when they rushed to put down the phone - ostensibly to answer another call. I went down to the Service Express desk once and realized they only have 1 person manning the line. Way too little for a hotel with so many rooms right?
2. Quality of process, thoughtfulness of service: Extremely poor in this respect. Westin is supposed to be a 4-5 star chain. But they don't offer toothbrushes or toothpaste in the room. You have to specifically ask for it. Worse still, after you ask for it, and finish using it, housekeeping does not bother replacing your finished toothpaste in the washroom even when I have a fully squeeze toothpaste left obviously on the basin counter. After I use their laundry bags to send in laundry to them, they don't replace the bags and the laundry form. I ask the staff why don't they do so about 4-5 times, and the response I get is, "I don't know".
3. Poor maintenance of facilities: There was one room I stayed in where the air-conditioner didn't work. It always blew warm air of the same temperature no matter how I adjusted the thermostat.
4. Room service food selection is horrible: The menu (not including alcohol) selection is extremely limited. They have 1 choice of anti-pasti, 3 types of soup, 5 mains. Surely the hotel doesn't expect its guests to be eating same thing over and over again.
The above points are all only the most basic expected out of a decent 4-5 star hotel. There can be much more written about it, like the quality of furnishings, the selection of TV channels etc, but those are just extra - and I dare not hope for this yet, while the fundamentals of service in this hotel are not well-established.
11 janvier 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.
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 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.
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 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 Neve4 Bad smell 2014
To whom it may concern,
I had 2 rooms on the 6th floor of this beautiful hotel and when I came to the end of the hallway near my room there was a horrible smell of sewage. It smelled as we entered our rooms which were opposite each other. I opened the window and the smell went away. I called the front desk the 1st day and they sprayed something into the air. The next day they sent a repair man and he first thought it was the drain in my room , her then could not figure it out. No one from the front desk called to verify if all was ok after each incident. This was not the call to action that I normally get from the Westin Hotel Group.
18 janvier 2014
Rated 1 out of 5 by Papo STARWOOD GUESTS ARE NOT PREFERRED
I really did not get the feeling that I was a gold SPG member. I've ordered a bottle of wine with strawberries in advance with the booking and i couldn't find it.
then it came in with 6 strawberries...
I've filled in the "Share yr thoughts" card to be given to the director, but then i have received the standard e-mail saying "Stay Well"... so nobody took care of my complaints. the room was in front of a crane with the jobsite underneath... The Xmas tree was wonderful, on top of the stairs! But no SPG Lounge!
17 janvier 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.
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
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.
28 juillet 2013
Rated 1 out of 5 by AJ2310 Not worth the stay
Spent 2 nights at this hotel. Both mornings got woken up by workers outside room drilling etc. staff not friendly and at checkout very rude about my complaints of noise. Suggest stay somewhere else. It was my first time in berlin and next time will stay elsewhere.
14 avril 2013
Rated 1 out of 5 by Eriston Worst SPG experience ever!
They gave me a room with 2 single size beds (twin in the U.S) and I was with my wife and my 7-year-old boy. When I requested them to place a portable bed for my son, they wanted to charge me 60,00 Euros for the night. Instead of giving me another room with at least a king bed, the staff suggested me to move the twin size beds together.
Thank you SPG for the worst night experience ever.
31 mars 2013
Rated 1 out of 5 by AtlantaTraveler01 Bad Stay at Westin Berlin
DO NOT STAY AT WESTIN BERLIN IF YOUR BUSINESS TRAVEL DATES CAN CHANGE. I reserved to stay at the Westin Berlin on business for 8 nights and had to deparat one day early, leaving a total of 7. I notified the staff the night before and they informed me I still owend 90% of the room fee. I informed I would like to discuss upon check out. At check out I was informed the manager would not meet with me and all guest relations personnel were in a meeting. The receptionist said if I was not going to stay the entire 8 nights, I would have had to notify them AT CHECK IN. Business travelers often to not have 7 days notice. These restrictions are impossible for business travel and the management was not willing even to speak to me. I complained and still have heard nothing - 10 days later.
14 août 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
13 juin 2012