We arrived at 9.30am on Saturday and as we couldn't check in yet decided to store our luggage at the hotels luggage room so that we could go off exploring. Check in is from 3pm, but were told to come back around 1pm as the room may be ready by then. We then realised that there wasn't a booking for us at this hotel and actually it was the Park Inn located in the west of Berlin - our mistake.
When we arrived at the correct hotel, we were then informed that they made an error and a large group of 25 people arrived before us and had booked our room - therefore they had double booked and there was no where for us to stay. Their approach was to tell me that they would find another hotel and pay for the taxi ride there however in my opinion this was unacceptable and since it was a treat for my boyfriends birthday i asked to speak to the manager and was then greeted with a response 'oh its Saturday i don't think we have a manager here' - i knew he was lying and asked him to find me a manager asap. A lady came out to speak to us and i asked that if we had to move hotels (again) then a free taxi ride was not enough due to the inconvenient and upset it had caused us, she then offered a 2 course meal at the other hotel (which park inn would pay for) where we'd be staying. As they pointed out the hotel they were offering was not too far away and promised it was in a prime location near some shops - these shops were 99p store type shops, not exactly the shopping district. They offered to pay any differences or additional charges we incurred during our stay at the other hotel - hotel Domicil, which i thought was a very nice gesture (even though it was me who had to suggest it).
We arrived at this other hotel to find that there were no shampoo, conditioner, wi fi was expensive (bad signal as well!) and there were no complimentary items what so ever - i then had to frustrating go down and ask at reception for all of this. They did however bring us a tiny bottle of prosecco along with the other items. When it came to our free 2 course meal, the waitress came over and offered us soup and turkey .... that was all that was offered FOC. We weren't offered a choice what so ever and if we had food allergies or were vegetarians i'm not quite sure what they would have offered - if anything. It was pretty clear that they went for the cheapest thing on the menu.
Furthermore, we depart from the hotel, pay the bill and sign off on the invoice that was given - all looked as though the Park Inn had paid the additional chargers and everything was fine. However after returning from our trip, i decided to check my credit card statement just to make sure they had charged the right amount and was disgusted to see that they had charged us for the 3rd night which as far as we were concered the cost on the invoice we received seemed correct. Hotel Domicil took money from my account without contacting us beforehand, did not provide a new invoice or any opportunity whatsoever to discuss the 'error'. What i did understand was that yes we stayed for 3 nights and of course we would pay for 3 nights and the Park Inn would cover any differences. However what i do not understand is how the invoice was worked out as the amounts just did not add up after they took extra money from my account without asking and because we were given no opportunity to confirm the extra amount it almost felt like stealing. We contacted both hotels regarding this and were sent very detailed excuses to which by this point i really didn't have it in me to argue anymore.
In all honesty if this was the only problem we had i really wouldn't have complained at all but i just find the lack of customer management so bad in both hotels i just wouldn't recommend either one.
- Also Known As:
- Park Inn By Radisson Berlin City West Hotel Berlin
- Park Inn By Radisson Berlin City West Hotel
- Berlin Avalon Hotel
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