Kempinski Hotels
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Disappointing Experience Poor Customer Service and No Follow-Up
Our recent 3-night stay at Hotel Adlon Kempinski Berlin was a complete letdown. For a hotel with such prestige, the service we received was nowhere near 5-star level. From the beginning, we were not offered a welcome drink while others around us were. Our rooms were not as booked—no connecting rooms, incorrect bed setup, wrong names on the welcome screen—and staff were dismissive until we insisted on getting it fixed. One room had non-functioning air conditioning, making it impossible to sleep comfortably. Despite reporting the issue, we were told it was due to the weather, even though the second room was perfectly cool. My daughter and I had three sleepless nights, which completely overshadowed the stay. On the final day, we were made late by guest services and ended up missing breakfast, with no effort made to resolve that either. At checkout, we were told we might get a better room next time—but why would we return after this? We also submitted a formal complaint and have received no response whatsoever. Very disappointing for a hotel of this calibre. At the very least, we expected an apology and fair compensation—but it seems guest satisfaction is not a priority here. Avoid if you’re looking for genuine 5-star service and care.