Hilton Berlin

Disappointing Stay – Poor Service and Below Expectations I recently stayed at Hilton Berlin and unfortunately my experience was far below what I would expect from a Hilton property. The biggest issue was the customer service. I was given incorrect information regarding my Hilton Honors status and, when I challenged this, the member of staff simply hung up on me. When I later raised my concerns, I felt they were brushed aside with a couple of drinks vouchers rather than being properly addressed. The breakfast experience was also disappointing. The restaurant was overcrowded, finding a table was difficult, and much of the food was cold. It felt chaotic and understaffed. To make matters worse, when I asked for assistance with my luggage, the concierge refused to help, stating that his shift had not yet started. As a paying guest, I found this response completely unacceptable and not what I would expect from a hotel of this standard. I have stayed at many Hilton hotels over the years and this was one of the most disappointing experiences I have had. The hotel has a great location, but the poor customer service and lack of attention to guests significantly detracted from the stay. I hope management takes these issues seriously and improves the level of service for future guests.

Mixed feelings about this hotel. Pros: location and has lots of restaurants, shops close by. Loved the breakfast buffet (great variety), executive lounge and sauna/pool which is included if you are a diamond member. Now to the bad: we paid for a dome view and were assigned a 4th floor room with a beautiful view but with dismal AC. When I complained to the front desk the guy tried to gaslight me by saying that Americans liked their AC cold and that it was fine but they would send an engineer to check it out. Well, turns out that the motor was broken and not blowing any air at all. It also took more than 5 mins to get hot water. Moved us to a renovated room (no dome view) which was beautiful BUT AC did not go under 80 degrees the whole time we were there. On the last day it completely stopped working. Asked for a fan which made the room tolerable. Overall, pretty pleasant stay but minus a star for poor AC.

First of all, I really wanted to like this hotel...but....but... Pros: - breakfast - 99% of the staff - location - executive lounge (when there was this "older" woman working; she was very nice and professional) Cons: - there is a nightclub called "Bricks" located in the basement of the hotel. It is open on weekends and there is considerable noise "pollution" coming from the nightclub-- it affected both of our rooms (2017 and 8001). So if you like peaceful sleeping, this is not hotel for you. - most of the rooms and public areas are worn-out - this hotel is not worth the money We booked a twin deluxe room and I asked for an upgrade (with cash). We were upgraded to room 2017 (King junior suite Dome view), and the upgrade cost ~140€. We liked the room (at the beginning), even though it was VERY worn-out and shabby (dirty tiles, rust stains in the furniture). Problems started at friday night when the nightclub Bricks opened in the downstairs ----bass (music) pumping and people shouting and partying right outside the room window. We could not sleep and I contacted the staff through the Hilton app. Night manager Jose (?) offered us a different room to sleep at (for that night), but it was not the same room category than our upgraded room and my daughter managed to fall asleep, so I did not want to move her at 2 am. So, I decided that we were going to stay in the room for that night and staff can figure it out in the morning. I did not sleep at all! I was so tired in the morning that I tripped and fell with my slippers against the bathroom door. Luckily, I only got an apple sized bruise (painful) and wrist pain. Staff offered us a room change in the morning, but the lock was "broken" in the first room we moved to and we had to move a second time.....this was obviously frustrating and it took a long time from our saturday morning to fix this room change. Our new room was a lot smaller, it did not have a bath and it did not have a nice view, but I thought that if I could sleep in it, it would be okay. I was wrong. Nightclub sounds from the Bricks both nights; saturday and sunday (it was witt monday, I think that's why the club was open on sunday night). The hotel gave us a compensation of 200€ of the room rate, but I think we should have complained about this (I was too tired at this point), because the room that they gave us did not match even our original booked room category. Compensation was totally insufficient. We ended up paying more than 1200€ for four nights in this old and noisy "luxury"hotel. We did not stay at Hilton hotels for about 20 years because I thought they were not worth the prices....I gave Hilton two chances this year, first in Vienna and now in Berlin and I think that we are now done with this hotel chain. If you consider this hotel for your Berlin accommodation, you should read all the 1-2 star rated reviews of the hotel....there are really truthful things said about this hotel. We have been in Berlin numerous times and this was the worst experience of them all.

Room service poor Poor service … we called reception twice nobody came to sort out the AC… Have been to Germany before …no room service we have to call them for room service and no cleaning done ……don’t know wat are they charging for …..will not recommend this to anyone other then location no plus for this property

The Berlin Hilton - a dinosaur from the early 1990’s. A few good things we liked about it - and a few we didn’t. We wouldn’t ever stay here again - it’s just too old and the negatives don’t make up for its handy position in town. There are better and more modern hotels nearby to stay at instead. What’s good - 1. Location. It’s in the best part of town. Easy walk everywhere. Lots of food places around. Supermarket nearby. Metro entrance out the front. It’s across from the church and has an amazing view of the dome - but unless you have paid extra for a dome view - then you’ll be looking out at an old high rise apartment block next door instead. What you’ll hate- 1. It’s old and dated. Hotel opened in early 1990’s and most of the rooms are very dated and old. You know the look - that old brown paint from 1995 - Hilton still thinks it looks good. The Club rooms on the 6th floor have been recently renovated - bit all the other rooms still look like they did 30 years ago 2. The noise ! On the 1st floor is the huge dining room and also very large conference centre. So if you are unlucky enough to get a room on the 2nd floor - the noise will affect you. When we checked in there was a conference downstairs and we were unfortunate to be given a room right above. It was like staying above a nightclub. So we complained (complaints about the noise from the 1st floor seem to be a common issue) and we ended up paying extra to get a quieter and renovated room on the Club level. 3. The hot water issue- as others have complained about - just having a hot shower is an issue. We had no hot water the first night. Receptionist explained the hotel is old and hot water has to travel all the way from the basement to the 6th floor. So he told us to turn on the shower and hand basin hot taps at the same time and wait for 5-10 mins. Sure enough - he was right. So if you want a shower turn on the hot water taps then grab a thick book (War and Peace thickness). By the time you finish reading - your hot water will be ready. In 2026!this is environmentally inexcusable that the Hilton wastes so much water in this process. And it’s not very accommodating to guests. Hilton needs to spend some serious money and renovate this hotel and bring it up to modern standards. It’s a 3 star hotel at best as it is.