When we don't stay in a "very special place" e.g. The American Colony in Jerusalem, Le Relais Christine in Paris, or The Governor's Residence in Rangoon, my husband & I choose modern, sleek, comfortable hotel, such as the Ararat Park Hyatt in Moscow or the Park Hyatt in Washington DC.
Unfortunately, our current stay in the Grand Hyatt Berlin does not compare to our visits in Moscow and Washington -where we stayed a number of times.
Although we are "Hyatt Gold" members and were told that we have free hi-fi access during our stay, every time we use our computers, we have to fill up a request for "30 minutes free hi-fi access". When I called -a few minutes ago- the concierge, then the guest services, and finally the technical support, no one answers the phone. I then managed to use my email on my iPhone.
A few days prior to our trip to Berlin, I sent an email to the concierge requesting advice/info regarding reservations for current exhibitions, visits, museums, etc. The concierge replied to me that, since we were coming during the week, there was no need for reservation. When we went to visit the Reichstag yesterday afternoon, the guard there informed us that we needed a reservation, -which could have been made ahead of time on the website- but right now the only way to get a ticket for the next two days was to stay on line for a few hours. My husband went this morning at the ticket site at 8am, had to wait for one hour and fifteen minutes before getting two tickets for us for tomorrow morning visit. Since we are staying only two & half days in Berlin, it would have been very convenient to get the tickets prior to our visit and not to waist time this morning. Very inconvenient.
Most of the time when we went to the concierge desk these past two days, he was not there and we had to ask someone from the reception desk to help us out.
This is not what we expect from a Grand Hyatt hotel. Sorry to write this poor review.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
Many thanks for your honest review on Grand Hyatt Berlin.
I can see that you are a loyal Hyatt guest and we highly appreciate your constructive feedback.
My sincerest apologies for the inconvenience you encountered. Please rest assured that your remarks are being taken very seriously. I have already taken actions to avoid miscommunication in regards to planned activities.
I also regret that we did not provide support for your Internet access. I assure you that this does not reflect our usual service.
Since your satisfaction is our highest concern, I will be in touch with you personally.
Kind regards from Berlin,
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.