I had made reservations through Secretescapes for this hotel from August 24th-August 27th and I wanted to relay my experience to you. I was under the impression that I would have a “luxury” room, different than the others, upgraded to a better than “standard” room because that is what was advertised on Secretescapes site. I arrived at 1.30 am at the hotel and was told they were giving me one of their best rooms, 132. I went upstairs to see that the room was small, had a very narrow window and that the bathroom was much smaller than most hotel bathrooms I have been to, and that the wallpaper on the walls was old and peeling off in places, the door needed to be re-polished or re-painted, there was amateurishly applied caulking around the bathtub (not even a walk in shower). I went downstairs and told them I was not sleeping in that room. The gentleman in the reception assured me that all the 1st floor rooms were the updated rooms and that he would see if there was another room available on that floor. So they gave me room #132. Bigger window, slightly bigger room, same size bathroom and same condition. When I went to bed one of the pillows had a spot that was sticking to my face, so I immediately took towels and placed them on the pillow!
The next morning I went to the reception again and told them that it was unacceptable for me to stay at that room. After a lot of discussion, they agreed to give me a “junior suite” on the 8th floor. I was happier with the room since it had a balcony and was somewhat like a suite. However, at night, because there is no door to the living room part of the room from the bedroom, and the dark drapes do not cover all the windows, you can see light from your bed! The last night, I needed to put the Air Conditioning on as it was rather a hot night. After 10 minutes I kept hearing a ringing noise… I called the reception after checking both telephones in my room and asked them if they were calling the room next to me. Explained that there was a ringing every 30 to 60 seconds which didn’t allow me to sleep. They said they would look into it. Half an hour passed, the ringing continued and I called back, and was told this time that I needed to turn off the AC… I did. The ringing still continued. I called again and was told that it was coming from main AC room and that there was nothing they could do except change my room. It was 2.00 am by this time and I was supposed to wake up at 5.30 to catch a very early flight so I told them I would stay.
The day before a friend of mine had arrived to join me in Berlin and she had been given room 636. After hearing the reception telling me that the rooms on the first floor were the best, I wondered what her room was like, and went to visit her room, to see to my amazement that it was a bigger room than the 130 and 132 that I had been told were the best rooms when I first arrived.
I know that Secretescapes cannot control every hotel and how they handle the clients, but to sell an inferior room as a “luxury” room online, and lie about it is not good business for the long term. I will probably never believe what I see on Secretescapes.com from now on. The Wyndham Excelsior Berlin is really a dump if you compare it to all the incredible hotels that are available in Berlin and around Europe. This hotel does not deserve 4 stars.
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