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“Just having lots of staff doesn't mean that service is excellent”

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Hotel Adlon Kempinski
Ranked #15 of 634 Hotels in Berlin
Certificate of Excellence
West Midlands, United Kingdom
Level Contributor
233 reviews
60 hotel reviews
common_n_hotel_reviews_1bd8 197 helpful votes
“Just having lots of staff doesn't mean that service is excellent”
Reviewed August 30, 2014 via mobile

First off. Ridiculous previous review from the American one review poster. The spa staff on the two days that we used it were excellent in replacing towels and the fruit and water on offer. They were a credit to the hotel. There were both male and female staff and the gym and spa although small were first class.
OK so now the hotel.
The plusses
Location
Wow factor of seeing the Bradenburger Tor on our arrival at midnight
The rooms - our Executive room was one of the best we have ever stayed in. Quiet and with everything that you could need and large as well.
The minuses
Breakfast cost at €47 ph and they still make you queue at the reception desk. We ate at the Kaffer at the Reichstag which was far more of an occasion.
Lack of precision and service from the staff. Let me elaborate. We arrived at midnight and had to go through the ordeal of asking for tea and coffee making facilities in the room. The question of do have these to the reception man was met with "No". Having learn from previous TA posters you have to persevere. Can you provide these? A very reluctant yes from reception, followed by "at no cost?" from me. A reluctant agreement from reception and a further indifferent attitude when we wanted the facilities there and then. This is a stupid game that is embarrassing for both sides and they should just agree without a murmur.
Now the execution. The porter after about 15 minutes brings up a kettle and several types of sugar. No coffee tea or milk. A further 15 minutes elapses when he reappears with a large silver jug full of cold milk, very impressive but no tea or coffee. A further 15 minutes and these arrive (full new jar of Nescafé no less) with a room service charge for €23 to be signed. I refused.
Twice over the next two days I checked with reception that the €23 charge had been removed and I paid my bill on the evening before our 5.00am departure. Lo and behold at 5.00am the €23 was raised again. Staff clearly couldn't be bothered to deal with matter effectively and just did the minimum. Also strange that with all the door staff that never once did we have the door opened for us.
Hotel presented a nice birthday cake in the room, a room upgrade request was politely refused.

Stayed August 2014, traveled as a couple
Helpful?
Thank araf
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
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Denver, Colorado
Level Contributor
16 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
Reviewed August 25, 2014

Best location. Friendly and efficient staff with one glaring exception. Spa staff was arrogant and insulting. Totally Valley Girl pretentious. Absolutely ridiculous. Two encounters, four different young ladies, all had the same repulsive attitude. The bed was not particularly comfortable. Housekeeping and room service were excellent.

  • Stayed August 2014, traveled as a couple
    • Location
    • Sleep Quality
    • Service
Helpful?
1 Thank Douglas A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Bangkok, Thailand
Level Contributor
9 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed August 25, 2014 via mobile

I do agree with the other guests' reviews: we spent there 3 nights - staff is friendly and caring, location is superb, rooms are very well equipped and comfortable.
Overall an excellent hotel at the best place in town for a tourist or to approach the Authorities.
Only the Sunday's brunch could be enhanced. Limited choice of hot foods, no real difference with the daily breakfast, reason why I put a 4 stars only.
Definitely an hotel to recommend.

Stayed August 2014
Helpful?
Thank Trouilhat P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Park City, Utah
Level Contributor
14 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
Reviewed August 22, 2014

The best hotel experience I've had in my life! This property overlooks the Brandenburg Gate and is central to many tourist attractions around Berlin. We were upgraded to a two-bedroom suite overlooking the gate, and were greeted by a miniature chocolate version of the historic landmark (picture shown after a few bites...) The room even had its own sauna! What really set this hotel apart from every other hotel I’ve stayed at is the associate’s attention to detail. The lady who checked us in overheard me say to my dad that we might move the couch and mattress for a more comfortable sleep later on in the afternoon. Not thinking anything of it, within 5 minutes of exiting our room there were two friendly and helpful workers who assisted my dad and I with rearranging the room. The pool area and fitness center of this hotel are extremely well-appointed and offer all the luxury features that accompany a world class resort. The only negative feedback that I have for this resort is that their bell staff is not very helpful. They did not assist with opening a door upon our arrival and when we asked if they had any water around they referred us to the honor bar in our room. With the exception of this one area of the hotel, I highly recommend the Adlon. I cannot forget to mention that the omelets in the breakfast buffet might be the best I have ever had!

Stayed May 2014, traveled with family
Helpful?
1 Thank Brett G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Aarschot, Belgium
Level Contributor
18 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed August 22, 2014

We have stayed for 3 nights with our small dog. This hotel truly deserves being called dog friendely.
The location could not be better, the history of the hotel helps in creating the ambiance.
Rooms are great, bathrooms are large and luxurious.
Sevice is perfect, staff is helpfull and friendly;
The gym and wellness are excellent.
I will certainly book the Adlon again if I visit Berlin

  • Stayed July 2014, traveled with family
    • Location
    • Cleanliness
    • Service
Helpful?
1 Thank Kathleen3200
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
NYC, New York
Level Contributor
7 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed August 21, 2014

Surprised to read of the discontent from other reviewers re staff. For five nights, found consistently excellent and 'we are eager to please' kind of service, from check in, where we received courtesy of two rooms way before official check in time, to service in restaurant, with head server remembering 4 drink orders from night before, to concierge, who skillfully answered multiple questions and gave us good 'insider' tips about an excursion to Sansoucci. The doorman were affable-- we all walked in with sneakers and jeans off the plane and didn't feel a seconds worth of snobbism.
As for breakfast, yes, expensive, yes, delicious--we treated ourselves on jet lag or needing to be somewhere early mornings, and then for the other days walked four minutes to Cafe Einstein on the same avenue.
The rooms were clean and luxurious- the only niggle was an odd odor coming from the toilet, a bit suboptimal. I think they tried to have a plumber look at it, but on the bright side, the room next door which was also ours did not have the same problem.
Stay here-- it is an excellent hotel and we will return.

  • Stayed August 2014, traveled with family
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank mand0line
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Milan, Italy
Level Contributor
9 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
Reviewed August 21, 2014

Grate service, grate rooms, I didn't expect anything less. The location is incredibly central, we walked almost everywhere from there. I've been in Berlin many times, but this hotel it is a really beautiful place to go if you are looking for a romantic an very old vibe place! Highly recommended!

  • Stayed September 2013, traveled with family
    • Value
    • Rooms
    • Service
Helpful?
Thank Caddea88
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Hotel Adlon Kempinski

Property: Hotel Adlon Kempinski
Address: Unter den Linden 77, 10117 Berlin, Germany
Phone Number:
Location: Germany > Berlin > Mitte
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Business Hotel in Berlin
#5 Family Hotel in Berlin
#8 Spa Hotel in Berlin
#13 Luxury Hotel in Berlin
#14 Romantic Hotel in Berlin
Price Range (Based on Average Rates): $$
Hotel Class:5 star — Hotel Adlon Kempinski 5*
Number of rooms: 382
Official Description (provided by the hotel):
Welcome to the Hotel Adlon Kempinski, Berlin’s premier address that has fascinated guests since 1907. Ideally located in the very heart of a vibrant city, right next to Berlin’s famous landmark Brandenburg Gate, this iconic and luxurious hotel exudes the ultimate in style and elegance. The Hotel Adlon Kempinski welcomes guests with remarkable European Flair and heartwarming service. Three restaurants, including the Lorenz Adlon Esszimmer and the stylish Japanese-Thai restaurant Sra Bua by Tim Raue, serve the most demanding palates. With its 9,000 sq-ft spread over three levels, the Adlon Spa by Resense, Berlin’s greatest wellness haven, invites guests to enjoy soul nourishing treatments. Welcome to a living legend. ... more   less 
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Also Known As:
Adlon Kempinski Hotel
Adlon Kempinski Berlin

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