Usuário convidado
12 de dezembro de 2023
Awful management, client oriented approach failed. The worst experience I’ve ever had. The situation is as follows: My husband has booked a stay at Wilmina Hotel in Berlin from the 11.12 until the 17.12.2023 in the most expensive room - Garden Loft. The total amount was 3.600€. He has arrived on the 10.12.23 and asked if he could move in a day earlier. The room he has booked was available. After checking in he has noticed that he is freezing. It was around 10C inside the room. He was wearing down jacket! Trying to turn on the heaters did not help. The lady at the lobby could not make anything about it neither. She could not offer another room, as there were no available rooms. After my husband has been waiting for the magic to happen for over 2 hours, nothing happened. Cold heaters do not heat the room. The heaters did not get warm. He had to leave at about 01:30 and move to another hotel. The lady at the lobby told me on the phone that nothing will be charged for the stay. On the next day the manager, Mrs. Lüttgau, has charged 700 EUR for the "Stay" (better to say for the experience to switch the hotels at night, because the quality of the offered conditions did not correspond to the standards you would expect even from a hotel that charges 800 EUR per night. It did not meet the minimal requirement of normal temperature conditions). The Heaters were off. The lady at the lobby told my husband, that there is no other room. Not only to him but also to me on the phone, when he has called me at midnight telling me, that there was no heating in the room. I helped him out with the communication via the phone. We fortunately have not experienced this kind of treatment in any other hotel. The approach is unbelievable. None of the persons I have talked to is competent. They really don't care, that a person had to travel, had to sleep, had to have important meetings during the day and would like to have a clear situation about the stay. Just answer a few questions. Would you stay at a hotel, that charges 700 EUR per night without heating and freezing? Would you pay 700 EUR for a stay at the hotel, that did not happen, as the room was cold and you had to leave a few hours after getting in the room? Would you pay 700 EUR for a stay at the hotel, when you were told, that the hotel can not help you and you can solve your problem by yourself? would you pay 700 EUR for a stay, when you have already had to pay 500 EUR for another hotel? The hotel management stop to communicate with me when I put our lawyer in email copy! They just cancelled our reservation :)
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