It was my second stay at the Regent Berlin. The first one was great, so I was looking forward to this one. Facilities are basically the same and breakfast is outstanding, but service has really gone downhill.
Upon arrival at 10am, I was informed that my room was not ready and was escorted to a separate area by the lobby where I could work and was told that someone would come and let me know as soon as my room was ready. At noon, a colleague of mine arrives to the hotel, sees me by the reception, comes to say hello and asks “Isn’t your room ready? Sorry, I just checked-in and mine was”. So I go back to the reception and ask: “Is my room ready?”, and obviously it was, they had just forgotten me there…
Next day I return to the reception to ask if I could leave the room at 13h30 instead of noon, and the same person who checked me in looks at my face and says “NO”. Just like that – NO. A moment of silence comes between us and I probably had a startled face, so she adds “We are full”.
At precisely noon, I came down and was asked if everything was all right with my stay, so I told the woman who asked me everything I stated above, including that I do understand that the hotel cannot always accommodate early check-in and late check-out requests; however not all guests arrive and depart at the same time and would have it mattered if they gave me an extra 1h30? Plus I told her that her colleague was both inefficient (she forgot me at the reception are the day before) and unfriendly.
When I said this, her colleague (the one who checked-me in), stops attending the customer she was with, turns to me in a confrontational tone and says: “I was not unfriendly and yesterday I was not at the reception at noon”. I will leave each reader to judge such attitude, but this is certainly not the type of service and treatment I expect when I check-in at ANY hotel, especially not the Regent.
Next time, I will go back to the Hotel de Rome.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.