This hotel is well located about 20 min walk to the Brandenburg gate, Unter den Linden and many Berlin attractions. It's also across the street from Berlin's central station. The building is modern and decor is contemporary. Most of the staff is courteous, polite and go above and beyond to help. I have stayed in this hotel a few times before and to my disappointment we had two incidents one of each was handled very poorly by the hotel assistant manager. Upon check in we were asked if we were just staying for one night. I promptly explained that we were staying for 3 nights but as the Spa suite was just available on the 30th we booked the other two nights in the junior suite. The clerk at reception said the booking for the other two nights on the spa suite was cancelled and the spa suite was available to us for the duration of our stay for additional 80 euros per night. We decided to take the offer and changed our plans also because with the level of restrictions everything was closed and they were closing streets on the proximity of the Brandenburg gate in preparation for NYE event. Just as we were preparing to go out for a walk on the 31st afternoon we received a call from reception saying we would have to move rooms as they made a mistake and they couldn't have booked the spa suite for NYE. They explained this was due to Government restrictions we insisted to find a solution but we understand that rules are rules and agreed to move. The staff handling the case was fantastic, he apologized for the mistake and went above and beyond to make us feel better and compensate for his mistake - truly world in class five stars service. We later stopped by and asked if we could move back to the Spa suite on January 1st and he said he would check as he didn't want to make another mistake. We later called reception and asked if we could leave our luggage and belongs in the Spa suite and just move what we needed to the junior suite to spend the night to then move back to the Spa suite after breakfast - the staff shift changed at the time and the clerk confirmed it was ok. I went downstairs to give my key card back and order dinner and confirm the arrangement - all good. Following day when we went to reception to get our key cards back, again new staff shift - the clerk looked puzzled when we explained the arrangement to her and called the assistant manager. They both discussed the issue in German in front of us and I found it rude as none of us speak the language. After that the assistant manager said quite sternly we couldn't move back because the Spa suite was booked to another guest at midnight on January 1st. I explained I requested the suite before that and reviewed the whole confusion that happened at the start and also that our luggage was still there. I also asked if he could call the staff that handled the request to clarify the situation. He denied to do so and was extremely rude, appalling customer service - doesn't even resemble what is expected of a 5 stars hotel. They made another mistake and they could have called the other guest and explained the Spa suite wasn't available but they took precedent and didn't fix the mistake for us, despite our request coming in before the others’ guest. We felt unwelcome and discriminated. The junior suite had leftovers of food (capers) on the floor from a previous guest as it wasn't clean properly. On the 1st of January they didn't service the room until I called reception and prompted them to do it. Also disappointed with NYE dinner the potato soup was tasteless and the Spinach risotto dry, my partner ordered beef and was happy with it. Dessert was also tasteful and well presented. Although we requested a king bed in both rooms we had two mattresses put together without a topper which is quite uncomfortable and not up to the standards of premium accommodation. I have to say I was extremely disappointed to deal with all of those issues specially the stress of dealing with a rude assistant manager. It ruined the first day of my year and the whole reason I stay in good standard hotels is because I don't want to worry or think of anything besides the purpose of my trip. After filing a complaint with the Hotel Manager and Deutsche Hospitality I got a call from the hotel manager who apologized for the hotel mistakes. He was quite reasonable and offer us an upgrade for the duration of our next stay. We both got to an agreement that the hotel clerk might have misunderstood my request as the clerk didn’t speak English fluently. I demonstrated my frustration with the fact I gave the opportunity for them to fix the issue but they took precedence for the other guest request.…
We stayed here for Halloween weekend. 30th Oct - 02 Nov. The hotel is located right across the road from the central station in Berlin so it was perfect for us. We flew in to Schönefeld T5 from Manchester and got the train straight to hotel which was so easy and cheap instead of paying for taxis! We checked in and they took a €50 deposit which we weren’t aware of but it wasn’t a problem and I have received it back. Then we were asked if we wanted a room with a bath or a shower which I thought was a really nice touch to our check in. We chose shower and the room didn’t disappoint. The room was really nicely decorated, spacious, great view of the river and felt really luxurious. The beds were really comfortable apart from that they were separated in the middle which was slightly annoying but apart from that we slept really well; never heard any noise in the halls and the room has controls for the temperature which was nice. They did tell us the spa was still open but we didn’t get chance to have a look. We did want to have breakfast in the morning but it was really expensive €25 per person is just too much when they have a pret-a-manger and a Starbucks across the road. The tv worked well but didn’t have any English channels apart from the news channels. It would’ve been nice if they had Netflix as an option. They have a restaurant which we ate at on the Saturday which was lovely but slightly expensive and we really empty but I’m sure that was just because of Germany’s nearing lockdown. Overall it was a really nice stay and I would recommend this hotel because of it’s location and it’s lovely rooms. My favourite thing was definitely the bathroom, the rainfall shower was so relaxing. Perfect.…
This hotel is located very central in Berlin. The rooms are super, we like the design, very minimalistic. The rooms are very clean, like rest of the hotel and no noice from streets, so good windows The checkin was not super. The biggest minus on this trip was the breakfast. Last we stayed there, we had the best breakfast buffet we ever had. This time because of COVID, the buffet was reduced a lot and we still had to pay 25 euro, it was not value for money. If we had known this, we would have gone to a cafe instead
The good: Hot and powerful shower. Location, especially if you are getting the train to Berlin. Clean. The bad: Small TV (40”), couldn’t stream to it, no connection console, difficult to connect a USB stick or HDMI cable because the wall bracket doesn’t move that much. Sky news and BBC news didn’t work, CNN was in and out. This was mentioned to the reception desk, I was told it was down to their supplier. Beds were very soft. The ugly: Breakfast. Some guests did wear masks some didn’t, some staff were wearing masks without their noses covered. I had to explain, in my bad German, how to fry an egg so that it was “over medium”. The bacon was the incinerated streaky stuff, I did ask (2 weeks before) if they could get some proper breakfast bacon (back bacon). They were unable to and said it was down to their supplier. Putting low tables in front of what would normally be the self selection buffet area creates a narrow corridor where guests have to queue and walk past before ordering their food. It’s difficult to see what you can have because it’s all set back behind these tables and there are 2 or 3 people who take your requests. I appreciate it’s difficult in these Covid times, but I’ve seen other hotels handle this much better. There isn’t any hotel outdoor area where you get some fresh air, sit down and have a coffee or beer or whatever. The ground floor bar looked dark and uninviting. Young staff with little sign of leadership from senior management. If there’s a problem, blame the supplier it’s not the fault of the Steigenberger. Lastly, a suggestion for the Steigenberger: more soap is needed above the bathroom sink, either a larger dispenser or refilled more often, people are washing their hands more often and have to wash their fabric masks. I was having to use shower gel from the shower because we ran out.…
Arrived late. We couldn’t switch off the light of our hallway in the room! No room service! What is this? The excuse they use is the Corona virus! Hotel is basically cutting costs at the clients expense. Will not return here!
Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.
Claim Your Listing