Hotel Adlon Kempinski Berlin

It was sad for me having stayed at this previously amazing luxury hotel many times since I was introduced to it in the 1990’s. It was lovely in March of this year… it has fallen from grace so quickly. The room was just sad. The bathroom heater was not working. The TV did not work for English speaking people. There was an offer of chrome cast but who wants someone in one’s room again for yet another 40 minutes or so… The staff are on point but this does not make up for the state of this property. The room really needed some TLC! The standard should be consistent as it is with other luxury brand hotels. The breakfast was fabulous and all tried to make up for what was so lacking. The spa was clean and some of the facilities were not in working order…. The staff again were great. Left exhausted and frustrated.

I'm still here unfortunately but the good news is that I leave tomorrow. At least I can answer the question 'how many people does it take to change a light bulb ?'. In the Adlon, it's at least 3 but could ve more as I have been waiting since yesterday for a bulb change in 555 but no luck. The staff are most apologetic, the concierge is horrified, regrets ring the hotel, and yet, no one can be bothered to change the light bulb. This is symptomatic of the hotel as a whole. Staff are so preoccupied in demonstrating 'superb customer service' that they see actual customers as an irritant, a distraction. This, latest episode merely crystallises my disappointment with this hotel. It really is style, sorta, over substance. I'm sure I will get a fulsome apology, deepest regrets etc., however, all I want us someone to fix my light bulb. Too much to ask? Apparently Stephen

Historic hotel centrally located in front of the Brandenburg Gate, very impressive in location We were given a small room for students.... Even though we made a reservation for a deluxe room They agreed to upgrade us for a nice addition to a larger room. The rooms are decorated in an old style and are quite worn down The room is built like a maze and so is the whole hotel. Quite disappointing and out of date. I recommend checking carefully which room you have booked and asking for an accurate photo and where it is facing

A fantastic hotel with truly wonderful staff. The food and service are outstanding. A beautiful and spacious deluxe bedroom. Cleanliness is of the highest standard. Old world charm with all the modern conveniences. We look forward to staying here again.

I am absolutely outraged by my experience at this hotel. What was supposed to be a five-star stay turned into a nightmare. My room was infested with something that bit me multiple times overnight, causing an allergic reaction. Although I was eventually moved to another room (which should have been the first immediate step), the handling of the situation was appalling. I was told a doctor could see me, but only after a two-hour wait. Later, the hotel claimed that nothing was found in the room and suggested that the cause of my bites was “a feather that escaped a duvet.” This explanation is not only ridiculous but deeply insulting. I am not allergic to feathers, and it’s hard to imagine a feather biting me in three different places. This response felt like a complete brush-off and a slap in the face. The hotel took zero responsibility. There was no meaningful apology, no gesture of goodwill, not even something as simple as a small gift or fruit basket to acknowledge the situation. When we asked to speak with a manager, their attitude was shockingly unprofessional. The manager said, “We don’t believe it happened here.” The audacity of the manager’s comment is beyond comprehension. The implication seemed to be that I somehow caused these injuries myself, or was trying to get something out of the hotel, which is absolutely outrageous. I can't even begin to describe how insulting and unprofessional that was. This kind of attitude from management is unacceptable at any level, let alone in a five-star hotel. This level of denial and disregard for guests is outrageous. If we hadn’t been staying for four nights, I doubt we would have even received a response at all. The manager seemed more interested in defending his team than addressing the impact this had on me personally. I had important business meetings in Berlin, imagine if the bites had been on my face instead of my arms and hands. This would never happen at the St. Regis or any hotel that truly upholds high standards. Absolutely disgusting behaviour and an experience I will never forget for all the wrong reasons.