Rated 5 out of 5 by AdamJK Outstanding hotel
The Westin Grand is beautiful, perfectly located and features a first-class staff. The spa suite is extraordinary. I visit Berlin 3x a year and wouldn't consider staying anywhere else.
February 13, 2014
Rated 3 out of 5 by jana100 Big hotel where does not matter whether you are platinum
I stayed in Westin during my business trip and did not enjoy it.
February 13, 2014
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.
January 15, 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.
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 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 Traveler111111 Great location
Nice facility and perfect location in Berlin Mitte. Close to many cultural and historical attractions as well as shopping. Underground just in front of the door
February 7, 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