Hilton Berlin

This is an impressive, grand hotel downtown. The rooms are well appointed and comfortable. The food is good if you eat here. All was good until I tried sleeping in my room. It was unbearably hot, even though the outside temperature was not excessive. The air-conditioning made a noise but clearly was not working. I set it to 18 degrees but the room stubbornly stayed at 30C. Having paid top dollar for this room and being in it for a few nights, I needed to be able to sleep well. Sadly when I asked the front desk to help me out, they said there was nothing they could do. What? Not even a drinks voucher at the bar for my significant discomfort? Maybe a couple of Honors points? Nope. Nothing at all, just shrugged shoulders and I just had to have two more nights of being so hot I couldn't sleep. REALLY unimpressed.

Excellent location to see the sites of Berlin. We were upgraded to a corner suite since it was our 40th anniversary and in addition to the beautiful suite, we received a lovely note, a bottle of champagne, and some chocolates in our room when we arrived. We loved the ease of being able to walk to many sites, restaurants and pubs in the area. We would definitely stay there again. The staff was very nice and attentive.

We stayed at Hilton Berlin from 01 June to 04 June in room 3012, and despite arriving 13 hours late due to a cancelled flight, the team genuinely turned a stressful day around. At check‑in, Jamnes and Jose were incredibly friendly, welcoming and efficient. As I’m scared of elevators, they immediately showed me where the stairs were and even walked us up to our room, which was such a thoughtful and reassuring gesture. They also kindly offered us complimentary breakfast and a free cocktail from the bar, which was a lovely surprise after such a long travel delay. The lobby and hotel bar have recently been refurbished, and you can tell the staff are proud of the new look. The space feels modern, stylish and inviting. Breakfast was very good, with a wide variety of options including omelettes, a selection of honeys, teas, sparkling wine, juices, fruit, cereals, pastries, cold meats and more. The dining area has a beautiful window view facing the Französischer Dom on Gendarmenmarkt. A few suggestions that would make breakfast even better would be offering veggie, turkey or chicken sausages alongside the pork ones, providing more fruit choices such as strawberries and raspberries, and serving colder, freshly squeezed juices. Our room was a good size, with very comfortable beds and amazing pillows. I slept through the night, which I don’t normally do, and the blackout curtains helped a lot. The bathroom had a shower over the bathtub, which was convenient. There was a little wear and tear on some furniture, but nothing that affected the stay. Housekeeping was excellent and kept the room spotless and well stocked. The Wi‑Fi was good and efficient, but screen‑sharing to the TV didn’t work as it wouldn’t connect to our phones. Our room faced the courtyard and was very quiet. We didn’t hear any noise from outside at all. We heard people in the corridor during the day, but it was minimal and never disruptive. One small negative was when we went to redeem our cocktail voucher at the bar. The first staff member who approached us wasn’t very warm and initially told us the voucher was only valid for house wine, soft drinks and a couple of other options. We explained that it was specifically for a cocktail, and although she acknowledged the mistake, there wasn’t much of an apology. Another lady then came over with menus, took our order and was much friendlier, so the experience improved slightly. The location is fantastic. You’re right across from the beautiful Französischer Dom, and the Stadtmitte U‑Bahn station is about a one‑minute walk away. Most major sights are either walkable or very easy to reach by public transport. Overall, Hilton Berlin made us feel welcomed, comfortable and genuinely looked after. Jamnes and Jose really stood out, and the combination of thoughtful service, a refreshed lobby, great breakfast variety and a central location made our stay a memorable one. I would have scored a full 5, but I knocked one point off due to the interaction with the first lady at the bar when redeeming the cocktail voucher.

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.