It's some time since my parents stayed at the Ackselhaus, but i must say neither the disappointment nor the insult have much subsided since. I've booked the hotel for them as we live very near-by and i've seen the hotel many times and it always looked very-very appetizing. My parents are elderly, my father walks very badly, and they came to Berlin for two weeks, so they needed some place that's more than a hotel -- i.e. kitchenette and "living space" in addition to bedroom and also wanted to stay as close as possible to us. I made an appointment and came to see the room they'd be offered in advance, just to make sure it'll meet their (admittedly, and unashamedly, very) high standards. It seemed lovely, although very small/compact, so i went ahead and booked. For two full weeks!
When i booked i asked whether there's a similar room with balcony and as there was one, i asked to book that, being assured it is the same "type" (that'll become critical subsequently).
My parents came and were very disappointed. i couldn't come over the first night but thought it was odd. My mother's descriptions also didn't seem to cohere with what i've seen and thought i booked. The next morning I came and was... well, appalled. It was NOT the room/studio i was shown -- not by a long shot. And it seemed also poorly maintained, with peeling wallpaper, etc. To my mother's complaints, and then mine, there was first a really angry response, then a bit more helpful, but still resentful. Finally, they could only move to the same kind of room, right above the one they received, but better maintained. it was an improvement, but not enough -- the kitchenette is not really useful. The living space is not really a space, the sofa is not really usable, everything is cramped and small and somehow inconvenient.
Finally, my parents got really desperate and as they were offered nothing that was viable (as distinguished from a seemingly lovely flat, third floor with no elevator -- after seeing my father... .that was a bit shocking, i must say. the very cheek of the offer!) they decided to leave three nights in advance and go out of Berlin. We announced this to hotel staff three days in advance[!!!] and they were not only surprised[?!] but appalled. just totally annoyed. they also clarified to my mother that they will be required to pay for the entire pre-booked period regardless of early notice, not to mention their evident, on-going and well-known dissatisfaction/unhappiness with/in hotel. There followed several talks, very bitter, very vindictive, with several very unhelpful staff members at the end of which we asked to talk to manager/owner and told they were not there, nor could be gotten hold of -- although it seemed pretty clear they were there, even present some of the time... Finally, we were told charge for three last nights would be waived if -- and only if -- the rooms would be "sold" to other guests. We were terribly, desperately angry and we said so, we also said how very disappointing the whole experience was, and finally, i wrote to complain to the site through which i booked the hotel. Ten days after my parents' departure, we received a courteous mail from the hotel with not one word of acknowledgement, let alone apology -- only to say the room was after all "sold" so charge was waived. That's it.
Other than this story, we found hotel to be very-very mediocre. somehow all posh and glitz, no substance: most of the day -- my father was there on/off most of the day, most days -- it felt rather deserted, staff was extremely impersonal and unhelpful, room/studio was extremely small and airless. A/C is nothing of the kind -- but rather some movable device which felt more like a ventilator, and maintenance is at best reasonable.
As my father did need the elevator to get to their second floor studio, we were also appalled to find it was used rather too frequently by cleaners and maintenance and so was unavailable far too frequently for guests use.
So finally, there remains the location, which really is excellent if you want Prenzlauerberg and nothing else (as my parents did). But that's SO not enough!! and there is so much, and so much of better value in area.
if you are taking the lower-tier rooms/studios, make sure you're given the one's to the side...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.