Westin Grand Berlin

Good midway location and very grand lobby area but the breakfast leaves a lot to be desired. Poorly trained staff and mediocre service.

Good hotel, centrally well located nice rooms ( we were upgraded), AC did not work first night, fixed 2nd night , good breakfast.

5 star brand name, budget delivery. 5 star brand name, budget delivery. Let’s start with check in. I was offered an upgrade to a superior room that I learnt upon entry that it faced a construction site and what seemed to be a parking lot and it also had 2 double beds. I then asked for a room without a double beds but was told that I couldn’t be upgraded then. I agreed and the staff then gave me another room which wasn’t supposed to be the upgrade but was a lot better than the upgrade in the first place. I was happy about it but little did I know what was in store. The very next day, the cleaning staff threw away all my belongings on my table which included presents I had bought for my friends, My antibiotics, some soap and lip balm. I had entered the room after a morning out and found all my belongings gone and the cleaning lady in the room with the window wide open. I asked her what she was doing in my room and I also asked where my belongings were and she then said are you sure you are staying here? I then found out I had to go fish out my belongings in the trash as they had thrown away my items on the table. The cleaning staff had also removed my spare key card which I thought was alarming. Following which, I tried to order a glass of wine to calm my nerves but upon waiting 45 minutes to which the glass never came, I called to cancel the order but the staff on the phone insisted the wine was already being delivered and that I couldn’t cancel this. I informed them that I had to leave the room and could not spend my holiday waiting on a glass of wine to which the staff reluctantly said ok. I then went downstairs and complained about what happened and to which I was offered a glass of wine at the lobby to make up for all my inconvenience including the hotel staff throwing away my belongings. Moving on to the next day, I called the GM Tina to inform her of what happened and she sent me a box of chocolates and some coffee and juice to make up for it. I then proceeded to order takeaway and the hotel said they would deliver the food to me. Fast forward to food delivery, the food came and the trainee staff delivered it on a trolley with a table cloth. I asked her to leave the food trolley in the room and she said she had to remove the trolley with the table cloth because it belonged to the hotel. I mean, it’s a standard food delivery table with table cloth. Why would she want me to take the bag of food and return her the food table ? She only let me have the table after I told her I would push it out when I was done and that it wouldn’t take too long. I ordered pho and the hotel provided a soup bowl but only a fork and knife. I then called the hotel to ask for a soup spoon and the trainee then came back 20 minutes later saying she gave me the wrong cutlery to begin with. I thought all was good after and so then went to take a shower in the room for the first time but realised there was no soap in the shower and so took a quick shower without soap. I found it weird that the cleaning staff could enter my room and throw away my things the day before but not refill the empty shower gel bottle. Although I was late for my appointment, I called the GM again to ask for a soap refill for later as well as additional slippers and a bathrobe. I would like to mention that before this as I was having my meal, that the cleaning staff again thought to enter my room without knocking and then proceeded to start cleaning without asking me for permission as I was still eating my meal. I told them to leave and come back later. Separately, I had 3 boxes of unfinished food and so I left it next to the coffee machine. Before I left the room, the trainee came back in again and demanded for the trolley. I told her to take it herself as I was in a hurry to go out. When I came back in, I realised 2 boxes of food had gone missing and another was open with all the sauces spilled out. I tried calling the GM again but was told she had left for the day. I then ordered some champagne and was given a small 350 ml of moet to make up for the inconvenience, I then tried to take a shower but realised that the shower gel was still empty although I had requested for this from the GM before. The tissue box also wasn’t refilled and was completely empty although I found it weird that the cleaning staff took the liberty to enter my room at whim and throw away my belongings and my keycard and come in whenever they felt like. When I checked out the next day, I tried to return a bottle of unopened red wine and apple juice that I had took from the fridge at the lobby downstairs but was told I could not return this for hygiene reasons although the bottles were untouched and unopened. If you must know, the hotel mini fridge in the room has nothing and you will need to pay for beverages from the fridge downstairs. I informed the staff that I wasn’t going to pay for such bad service as I had been having such a bad time and the staff at the lobby went that they knew nothing about it and told me to inform them again. I told them to speak to the GM. Honestly, this is the WORST hotel I’ve stayed in for a Westin and absolutely it worth the price. I did not feel safe as a single woman either and I am so disgusted at the treatment I got in this budget mockery of a Westin. Stay somewhere else. Lots of rooms, super commercial feel, no soul, no service. Things get thrown away and stolen from your room without permission. I will not ever be staying there again or recommending this place to anyone.

We have stayed at the Westin Grand in Berlin many times. The service and staff are outstanding. Boris, the Guest Services Manager, is outstanding. Robert and the staff in the bar restaurant area are amazing. Arum and his housekeeping staff on the 6th floor went out of their way to make our stay special. The staff in this hotel make it an anazing experience .

Overall, this is a nice hotel. The staff was friendly and helpful despite the language barrier, and the property is well maintained. The rooms are on the small side but were clean and perfectly adequate for our stay. Our room had a closet but no dresser, which made unpacking a little inconvenient. The bathroom was also quite small, with very limited counter space. The hotel has a beautiful garden and patio area that is perfect for relaxing, although there is no pool. The only negative experience we had occurred on the patio. We had purchased gelato elsewhere and decided to sit outside for a few minutes while we ate it. Almost immediately after sitting down, a server asked if we wanted anything. We replied, “Not at the moment,” as we hadn’t even had time to look around. She responded that we couldn’t sit there unless we bought something. We explained that we were guests at the hotel, but she said something in German and walked away visibly upset. Unsure whether this was actually hotel policy, we went inside and asked the front desk. The receptionist apologized and assured us that there was no such policy, especially since the patio was more than half empty. He said he would speak with the bar staff, who manage the patio. We later saw him doing just that. I completely understand if the patio had been busy or if we had occupied a table for an extended period without ordering. However, expecting guests to place an order immediately after sitting down—and responding rudely when they don’t—is not good customer service. Ironically, we likely would have ordered drinks or dessert if we had simply been given a few minutes to settle in. Aside from that isolated incident, we enjoyed our stay. The hotel itself is comfortable, the staff at the front desk were welcoming and professional, and we would consider staying here again.