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 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 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 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 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 4 out of 5 by wetravel good location
This Hotel has all one needs. Location is good to explore the city. But be aware if you care: This Hotel is NOT!!!! participating in the "SPG more for you promotion." For me a reason to choose another Hotel chain.
September 13, 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