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 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.
September 8, 2012
Rated 4 out of 5 by Swapper61 Nice Hotel
Very Pleasant in the East
July 4, 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 3 out of 5 by ilovespainish Breakfast and wifi internet is good
Westin Berlin is pretty much like American style Westin. The hotel is very tradition style in term of the lobby, room, amenities, the pool, and the overall design.
Location is pretty good right on the main tourist attraction areas. Very to easy to access by car, taxi, underground train. From airport cost EUR 20-25.
Upon arrival I check SPG app to see if i get upgrade to a suites. Yes I have got an upgraded to a junior suites but however, when I check in. The front desk told me we upgrade you to a deluxe room. I have asked where my junior suites is. She said it's a 6 levels different of what your room is. I didn't see you book the junior suites. I said I thought I would get the junior suite because I am spg platinum and the app show me the room description: junior suites. Then she check with the back office and come back to me after 5 mintues. I show her the app and it has already changed to deluxe room. She said the junior suites is fully booked just now.
So I went back to my room and check SPG website and the junior suites still available. So they are playing the no suites game like some of the SPG hotels. Disappointed.
The breakfast, wifi and location is good overall.
July 2, 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 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 5 out of 5 by dennis4529 great place to stay in the heart of "east" Berlin
The Westin Grand is in an excellent location to see the sites of "east" Berlin. It is close to Museum Island, Berliner Domer, Brandenburg Gate & the Memorial to Murdered Jews of Europe. The rooms are comfortable & elegant.
June 25, 2014
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 4 out of 5 by DebbyL Comfortable, excellent location
The hotel is very well located.
Room is very quiet and comfortable.
Internet is paid extra and only allows 2 devices. We needed to connect another 2 and it was not possible.
Staff at the front desk extremely professional but there was no flexibility nor any effort to be kind.
June 24, 2014
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 4 out of 5 by dennis4529 a great location in berlin
my wife and I found the hotel to be a very good one based on its proximity to the sights we wished to see. the staff was helpful and friendly, and the amenities were very good.
June 24, 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
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 AndyMcKUK Great hotel in central location
We stayed there from 5th to 8th June and were very impressed. Staff were helpful/attentive and rooms were very comfortable and well equipped. Impressive lobby area with sweeping central staircase up to the 1st/2nd floors. We didn't eat there so can't comment on food etc. One of the best aspects of this hotel is it's location, it is central to all the major attractions (we walked to the majority of them) it has an underground station entrance 50 meters from the front door and a main over ground station 1 stop away on the underground again walkable and close to the River Spree. Berlin is a bit of a building site at the moment with major renovations in progress but not a problem for us and doesn't detract from the hotel in the slightest.
June 9, 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 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 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 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 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 right in the center of historic berlin
fantastic site right in the center of historic berlin. Short walk to Gendarmenmarkt oder Unter den Linden Boulevard.
June 15, 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 1 out of 5 by Nullermand This hotel has a good location
The hotel has a good location in Berlin. But it is not good enough that the hotel does not have a lounge for Platinum members. It is simply to bad. AND that we need to pay for getting breakfast is also to bad.
June 11, 2014
Rated 5 out of 5 by BBri Terrific location and great service
We would strongly recommend staying at the Westin Grand given its central location and the attentiveness of the staff, especially the concierge personal. Our only complaint would be that there was not free wi fi in the lobby unlike other Starwood Hotels ie Prague and Toronto.
June 6, 2014
Rated 4 out of 5 by BigTraveller Westin Berlin April stay
Special mention is deserved for Andrew and the other concierge staff. Very helpful throughout my stay. Fantastic service by them!!!
Restaurant staff and food was also very good.
VERY low housekeeping service. Did not even clean everything in room. Left obvious trash - example an empty soda can should not still be left on the counter, etc. Did not replace the complimentary water each day. But front desk staff said it should have been done. Bathroom sinks not cleaned. Not what I would expect from a Westin!
April 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 4 out of 5 by aido123 Overall a really positive experience
I am a Gold member, the service I got from the staff here was immense. I loved the 4pm check out and the free wifi - really nice touch. The hotel was spotless, and everything was as expected.
Location is superb!! Easy for transport, eating, drinking, shopping etc.
Beautiful pool, gym area all really well kept.
There are 2 things I would like to call out -
- We were woken both mornings by the housekeeping, our room (543) was next to where they pushed their linen trolleys along the floor which made a lot of noise. We didnt know what the noise was until the final morning. This is the only real thing the blemished our stay, so pro tip, dont stay in 543 :)
- No tea/coffee making facilities in the room. They were delivered on request, but would have been nice!
I will most certainly be back to Berlin and the Westin Grand.
March 31, 2014