Kempinski Hotels
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Adlon Berlin - disappointing stay for family
As someone who frequently stays in luxury hotels, I chose Hotel Adlon Kempinski Berlin for a special family trip from April 11–14, 2025. Sadly, the experience fell well below expectations, and I feel compelled to share just how frustrating it was. We arrived expecting a seamless, 5-star service—but were met with a series of missteps and poor customer care. My family was given the wrong rooms: instead of the connecting rooms with large beds we had booked, we were placed in two separate rooms with single beds, incorrect names on the welcome screens, and no effort initially to fix the issue until I personally spoke to the front desk. Even then, what we received was a downgrade in every sense, with no view and no acknowledgment of the error. More troubling was the state of the room my wife and daughter stayed in—it was unbearably warm, with non-functioning air conditioning for all three nights. We raised the issue multiple times. While the guest relations team (particularly Lara) did attempt to help, the engineering team’s response was to blame the weather, despite the fact that the other room (mine) was significantly cooler and comfortable. My wife and daughter had three nights of poor sleep and discomfort. On our last day, the situation worsened. A delay from guest relations caused us to miss breakfast, and the hotel staff made no effort to accommodate or even offer an alternative—again, not what you’d expect from a luxury property. We raised all these concerns, both at checkout and via email. To date, we have received no response. The only offer made was a better room next time we visit, which feels like a brush-off given the level of discomfort we experienced. Hotel Adlon may look grand, but the service and accountability were anything but. A real shame, because this could have been a fantastic experience. At this point, I would strongly discourage others from staying here, especially if you’re looking for true 5-star attention to detail and guest care.