Wife and I stayed at this hotel in December 2011. It was over 20 years ago that I had been in Berlin - visiting while in the service right before the wall came down, so I was excited for the opportunity to stay at Potsdamer Platz. This was an area that was a no-mans land during the cold war. The hotel is ideally situated right on the plaza, near an indoor mall and a short walk from the Brandenberg Gate and Reichstag. As far as location goes, it is suburb. Unfortunately, our expectations were not completely met. The primary disappointment was that we had reserved a room with a Potsdamer Platz view (this type of room has a price premium), but received a room facing the back of the hotel. When we returned to the front desk to ask to be accomodated, we were told that unfortunately no plaza view rooms were left, but later during our stay they would try to accomodate us by changing our room. We were informed that they accept more reservations for these rooms than exist.
The front desk personnel were courteous at all times, and a request to adjust the charge to the non-Potsdamer Platz room rate for the nights we were unaccomodated was granted. However, the fact that the front desk agent was not forthcoming with this fact upon check in was a bit disingenuous. Based on the Ritz-Carlton's motto, one would expect a hotel of this calibre to be pro-active instead of re-active to these type of things.
A pleasant surprise was the breakfast buffet at Brasserie Desbrosses, which was nothing less than spectacular. Where else would one find a crepe bar? In addition to crepes the buffet had just about everything one could possibly want or think of for breakfast. But once again, on one of the mornings, we experienced what was easily the worst service we've ever experienced at a hotel restaurant by a server who was clearly having a bad day. She had a scowl on her face and completely ignored us the whole time. Although many may chide us for not bringing this to the attention of hotel management, the reality is that it didn't really distract from the outstanding food, and everyone is entitled to an off day - even those in the service industry. Outside of this one anomaly, every other team member provided service that exemplified the high standards we expected from Ritz-Carlton.
In closing, the hotel is opulent and richly appointed (no big surprise!). While watching TV we came across a local Berlin station that was airing a documentary that was all about the construction and opening of the hotel. One can get an appreciation of how complex it might be to operate a hotel of this scale along with the expectations of its guests. Operationally, to us, it really does not need to be rocket science. Just don't take more reservations for a room type than can be accomodated. I guess it should come as no surprise that despite our follow up to provide the Ritz-Carlton a chance to make good on changing the room type to the one reserved was unfortunately not able to be granted.
Potsdamer Platz view
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC