I have traveled to 30 countries and have worked in the upscale hotel market segment as well so am a bit biased when it comes to good customer service and such. However, I have stayed at several great hotels around the world and the Mandala is far from it. The expectations of a 4 or 5 star hotel are a lot more than what Mandala can even offer. If you are accustomed to staying at 4 diamond or 4 star hotels rated by AAA or Forbes (ex-Mobil) then this is below this level - well traveled folks will get this.
We checked in on Saturday June 7 at about 5:45PM and a bellman with messy black hair that seemed to be high was not welcoming and although he had a very good grasp of the English language (most Germans do), he did not talk to us about any of the hotel amenities. He just giggled and had a lost look the entire time. Did not show us anything in the room except where the key goes on the wall for the lighting.
We had an issue with the shower and the front desk told me to "pull the knob" to make it work, however when the housekeeper arrived with extra towels, he showed us that you actually had to push the knob to make the shower work. Not only did the front desk agent provide the wrong information, but did not offer any in room assistance in solving the issue. In addition, the shower pressure needs to be adjusted.
The AC does not cool very well in the room, any other night would have not been an issue, but our last night was warmer due to the heat wave.
We asked room service to deliver our breakfast at 630am as we had an early check out, however the morning of check out, I called room service at about 640am and they could not find the order. We had to skip breakfast and eat unsavory food at the airport. There is no point in taking an order and promising it will be at the room if indeed it is not saved in the operating system.
Other items of disappointment: bed is uncomfortable, pump soap not adequate (no real soap), towels are old, room is a bit worn.
I would not be complaining if this were a cheaper hotel, but for the price, there are better hotels. Luckily for the most part we stayed at the Adlon Kempinski which is a FAR superior hotel. I emailed the partner and front office manager and all they gave was an apology, but no offer to reduce the room rate for such all the inconveniences.
- Official Description (provided by the hotel):
- Welcome to THE MANDALA HOTEL - the only privately managed 5 Star superior hotel in the heart of the city. This is where your perfect Berlin stay begins. In the centre of the city only a few walking minutes away from famous sights like the Brandenburg Gate or Reichstag, situated at Potsdamer Platz, this design hotel provides harmonic experiences for the senses. THE MANDALA HOTEL features the most spacious rooms in Berlin, the 2 Michelin star restaurant FACIL, premium ONO Spa as well as the QIU Restaurant & Bar and modern meeting rooms. All 158 studios and suites are equipped with highest quality materials and offer a perfect home away from home combined with individual service. The FACIL restaurant provides a refreshing combination of light, elegant fare in an avant-garde atmosphere of pure luxury, located on the inner courtyard of THE MANDALA HOTEL. The architectural design is as exceptional as the cuisine itself: a green oasis surrounded by bamboo and water fountains provides a year-round view of the stars for gourmet dining under an unclouded sky. Chef de cuisine is Michael Kempf - his style of cooking is modern and creative using exclusively fresh and mostly local products. A word of holistic well-being and inner peace high above Berlin can be found at the premium ONO Spa. In a 600m² space overlooking the city of Berlin, the ONO Spa is geared towards individuals with busy and active lifestyles who place a premium on individualism and privacy and want to attain the maximum relaxation and fitness in the shortest amount of time possible. Choose from numerous massages and treatments and enjoy long-lasting relaxation and energy. A stay at THE MANDALA HOTEL offers numerous harmonic experiences for the senses to provide you with the energy you need during your Berlin stay. ... more less
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