Mercure Hotel Chateau Berlin am Kurfuerstendamm

5 Veronica Sanchez Cortez - 4 weeks ago

Last month we stayed in the hotel. The service was just great. The people who work there are really friendly and are always there to help you. I remember the one at the front desk, Maria Jose, was really kind to us. We did not have a reservation and she did her best to give us a room. Another advantage is that they can also speak spanish, which was great for us because we are from Argentina. All in all, I highly recommend it!!

5 Vladko Vladko - 2 months ago

We were in Berlin by train for a few days. The hotel has a good location - within 5-10 minutes on foot you have the U-Bahn, S-Bahn and bus. Restaurants of various prices are nearby.
Nice staff - they try to accommodate. The room is clean and reasonably large. The selection at breakfast was adequate.

2 Lotta Ruottinen - 3 weeks ago

The air-conditioning was not working at all and the room was hot, even in end of Seo. The reseptiin was s mess. At arrival (at 16.00) our rooms where not cleaned. After all, our group got rooms, but the same room was given to different persons several times. It was not funny when a stranger enters to your room with his own key. Terrible. The only good thing is the location. If you like shopping, this is the place to be. There are also good cafes and restaurants near by.

5 Thijs Doornbos - 3 months ago

Good service, they where having trouble with arranging enough beds, but they succeeded before we went to bed. Overall good hotel with good airco even when temperatures outside where above 36 c°

0 Unhappy C. - 5 months ago

We booked a Superior room for 3 people.
Was presented with a room that looked like last stop before the tip for the furniture and fixings.
The room booked was not what was provided.
Holes in bathroom door on both sides of the door.
Water damaged doorframe and skirting boards to the bathroom.
Bathroom sink had cracks and hole in it.
Floor in bathroom had signs of water having left lime scale on the floor. (So not cleaned properly)
No toiletries in the bathroom as advertised.
Dirty brown tray with leftover food residue in room with paper cover to hide dirty tray for cups and kettle.
Mini bar was empty and dirty.
Room had a faulty air condition unit that would make sounds every few min even when turned off.
Instead of being provided a room with three single beds as booking stated. We had a room with a noisy sofa bed that had a cover resembling a camping blanket inside a duvet cover. (No duvet) we asked if we could have another duvet as the one was just not enough to keep a child warm.

We informed staff of holes in door and bathroom issues… was told that they could not do anything about it. ( there was no attempt to offer a different room.)

When questioning staff if we had received the right type of room we were told yes. (This room that I have video and photos of does not meet the 4 star rating it is advertised as.)

The floor lamp had a lampshade with hole in it, only discovered it when we had to investigate where all the ants in the room was coming from.

Ants in the room is the final straw…
When ants was discovered in the room at 10pm on our last night. We were met with an awful attitude from the member of staff on duty. He told us that we just have to accept it and that there was nothing the staff could do. They had no spare room to move us to.
I am a mother traveling with two children. This was totally unacceptable to even suggest that we had to put up with ants in the room.

It was only after 3 hours at 1am in the morning and a written complaint and phone call to Booking.com
That the same staffmember that was not going to help us suddenly like magic had another room that meet the initial booking requirements available.
The result of the poor service, room quality and lack of respect has resulted in the fact that we will never be coming back and we will never be advising anyone else to stay at this hotel.
As frequent travelers we will be avoiding this hotel chain.

The hotel is not providing what they advertise and the service is below a 3 star standard. I will go so far to say that if this is a 4 star experience then staying at the Raffles hotel in Singapore was a 6 star experience.
I will be posting photos and videos on the internet to warn others to not book their stay at this hotel.
The fact that I have not been contacted by management to address the issues raised not just by myself directly but by booking.com confirmed the impression I have gotten.

3 Jonas Grau Thomsen - a week ago

It seems like the hotel is a pit past its glorydays. Everything felt a little old and worn. One thing to be aware of is the fact that the needs are very hard.

1 Pierre Bucelle - 4 months ago

Very poor experience with the reception staff. Asked for an iron and got told to come and get it myself otherwise it would take time. Night staff is rude and incompetent - asked me to google what the city tax is and wouldn’t tell me the amount or what I was charged for. I think this is unacceptable for 150€/night.