Great room, wonderful breakfast
Reviewed 25 August, 2021
Due to flight changes, I arrived at the hotel very early, at 9:30 am. I had informed the hotel of this a few days before my arrival, but never received a reply to my email. Alas, on arrival the receptionist informed me that the hotel was fully booked and that a room will be ready only at 3 pm. However, he promised to call me if they could check me in earlier.
Sadly, I never received that phone call, but I decided to check back at 2 pm anyway, and the room was ready at that time. I have no idea how long it had been ready, but they had had time to take my bag up to the room. However, it wasn’t actually my bag, but somebody else’s… So it surely didn’t start off like a five star experience, but it got better from there.
I was upgraded to the Panda Suite, room 590, which was very stylish and nice. It had a view of the zoo and was a large, modern room with a separate livingroom and bedroom, although there was no door between the two. There was a separate, large walk-in wardrobe.
The livingroom came with a 3-seater sofa and coffee table, a huge tv, a dining table with two comfortable chairs (and a surprise aperitif of sherry & portwine served on Sunday evening, much appreciated and just in time for my dinner, too!) and a desk of good size, with sockets for charging your devices.
The bedroom came with a double bed. I found the duvets surprisingly narrow, but the bed was very comfortable. Sockets were available bedside, too, and there was a huge tv on the bedroom wall.
The room was in very good condition and impeccably clean. The cleaning lady was so friendly, and after her, her supervisor stopped by to check if everything was to my satisfaction, which was impressive.
Needless to say, the suite came with all the expected amenities. There was a safe, a minibar, an umbrella, even cloth brushes and an adapter plug. There were no complimentaty water bottles, though, as is customary at five-star hotels.
The bathroom was large and came with a separate shower cubicle and a wonderful whirlpool with clear instructions of use. I was happy with the individual toiletries, which were from the White Company. I like individual items, as they are far more hygienic than the wall-mounted containers some hotels unfortunately use.
Breakfast was served in the dedicated breakfast room from 7 to 11, and until 12 on weekends. And what a breakfast it was! The regular price is 29 euros, which I find a bit high, but usually it is possible to book a rate that comes with breakfast, and I would strongly recommend it.
Breakfast came in the form of a plentiful self-service buffet. Everything was fresh and of good quality. Excellent croissants, lots of breads, cheeses, a huge variety of cold cuts, several types of salmon, fresh fruit, youghurts, müslis, the variety is remarkable. There are, of course, hot items, as well. And to finish it off, there were cakes, doughnuts, even candy. Eggs Benedict and a glass of tomato juice would have made the breakfast perfect, but those were unfortunately not available.
I have always liked the pool and spa of the hotel, and I was happy to find it open again. However, the opening times were really strange: 7–11 am and 4–9 pm. It meant that I would have to plan my schedule according to the hotel’s wishes, and not the other way around, which is never convenient. Moreover, it also meant that everyone and their mother came for a swim at the same time, and on a few days, the pool became too crowded. One would assume that longer opening times, rather than shorter, would be in line with covid measures.
The hotel enjoys an excellent location in the heart of West Berlin, right next to all the shopping opportunities and a few steps from Zoo station. However, with the new BER airport now open, the transfer to the airport is a long one. It took an hour on the train from the airport to the hotel, as opposed to 20 min on the bus from old Tegel.
On my day of departure, I asked for a late check-out at 1 pm, which was gladly provided. While my arrival experience wasn’t stellar, overall I was happy with my stay and look forward to coming back again.
Reviewed 27 September, 2020
Super hotel, clean, big rooms. Nice swimming pool. In the city centre, next to the Zoo. In a living area of the city. The only min point is that there is no parking at the hotel, so we need to park in a public parking close to the hotel (3 min walking).
Service is disappointing, no response to complaints about construction workers at the hotel wakening me up
Reviewed 6 August, 2020
The 16th of July 2020 we headed back home from our vacation and had been driving through Germany for 1 day. We wanted to have stay over in Berlin to relax and enjoy life at a high rated hotel. We chose Hotel Palace Berlin and booked two rooms as all family rooms was occupied.
Luckily we got 2 rooms just beside each other at the third floor. The room was very nice and clean, with great room for 2 persons. The view though was a bit disappointing as the outside area was filled with building materials and containers. We did also notice that the room just next door was under construction but we dident think more about it.
We had a great dinner at a restaurant in Prenzlauer Berg at the Flying Monkey (can absolutely recommend) and after that we would like to have a good night sleep.
Unluckily I woke up at 7 am in the morning as the construction workers started knocking and drilling in the room just beside me. I tried to sleep again, but the noise was way too loud and continued until I had enough and got out of bed.
I visited the reception to express my complaint and I got the message from the employees that they were very sorry about it and excused many times that normally the construction workers would give a 'heads-up' before starting the construction work. The message was that they could not give any compensation as the rooms was already paid and the city tax couldn't be refunded. We (my wife and I) kept complaining and talked to another employee. She finally promised to do something about it and give us an answer or solution to our complaint the same day either via phone or mail. We accepted and left Berlin the 17th of July 2020 heading home to Denmark.
We had no answer that day, even though we kept requesting an answer or solution to our complaint.
The day after (18th of July) we wrote a mail to the Hotel Palace Berlin again, requesting an answer or solution as promised. We got an answer (at least), that the manager was on vacation but would take it as the first task when arriving back to work the week after.
Today, the 6th of August 2020, we still haven't heard anything from Hotel Palace Berlin.
After 3 attempts between 18th of July and today to receive a solution or answer to our complaint - we gave up and wrote this feedback instead.
I have waited to post this review until now as I know everyone has been affected by Covid-19 and vacation time. But I won't accept this and I think Hotel Palace Berlin had the chance to do something about it to avoid negative feedback.
I think it is very unprofessional, in the first place, to give us the rooms just next to the construction area. It is very unprofessional to avoid and not giving us a solution or answer to our complaint the same day as promised. It is very very unprofessional to ignore our requests for an answer or solution.
This feedback is ment to give a heads-up to everyone wanting to visit Berlin and consider staying at Hotel Palace Berlin - be cautious...