Mercure Hotel & Residenz Berlin Checkpoint Charlie 4 stars

TripAdvisor rating 4.5/5 3,637 reviews
Mercure Hotel & Residenz Berlin Checkpoint Charlie
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Hotel extras

  • Rooms from 323 sq. ft. (30 m²) to 861 sq. ft. (80 m²) - larger than most rooms in Berlin.

  • 547 yards (500 meters) from Checkpoint Charlie, Friedrichstrasse and the Gendarmenmarkt

  • Located on a quiet side street

  • Non-smoking hotel (some rooms have a balcony/terrace)

  • RELAX - Food, Drinks & You. Wine, cold cuts and snacks

This hotel participates to Planet 21 and is acting in favour of Positive Hospitality.

Services in the hotel and nearby

Check-in from 15h00

Check out up to 12h00

Paying

Services and practical information
  • Online check-in
  • WIFI/Internet Access
  • Private indoor parking
  • Accessibility for people with reduced mobility
  • Pets allowed 10.00 EUR
  • Babysitting on request
  • 100% non-smoking hotel
  • Air conditioned
  • Languages spoken at the hotel
  • Reception open 24 hours a day
  • Early check-in/Late check-out
  • Laundry
  • Boutiques/shopping
  • Room for hearing impaired guests
Catering
  • Breakfast
  • 1 bar(s)
  • Room service
Leisure and activities
  • Fitness centre
  • Well-being
  • Babysitting on request
  • Other sports activities
Business services
  • Copy/print service available

Hotel location

Mercure Hotel & Residenz Berlin Checkpoint Charlie

Schuetzenstrasse 11
10117
berlin
germany

Tel: +4930206320

Fax: (+49)30/20632111

Contact email

Check-in from 15h00

Check out up to 12h00

  • Kochstrasse :   M129 Kochstrasse

  • Leipziger Strasse :   148 Leipz./Fried.str

  • S9, S5 :   S9, S5 FRIEDRICHSTRASSE

  • U2 :   U2 STADTMITTE

  • U6 :   U6 KOCHSTRASSE

  • By plane

    BERLIN TEGEL At 11km / 6.84 miles

  • By plane

    SCHOENEFELD At 29km / 18.02 miles

  • By car

    DREICK TREPTOW At 15km / 9.32 miles

  • By car

    PRENZLAUER CHAUSEE At 10.9km / 6.77 miles

  • By car

    TEMPELHOFER DAMM At 4.9km / 3.04 miles

  • By train

    BERLIN OSTBAHNOF At 6km / 3.73 miles

  • By train

    S-BAHN FRIEDRICHSTR At 1.7km / 1.06 miles

GPS :52.508738, 13.393399

Currently, close to our hotel

Original Bauhaus

From 06/09/2019 to 27/01/2020

At 634 m

Classic Open Air 2019

From 04/07/2019 to 08/07/2019

At 742 m

Museum of German History, Berlin, visit

From 01/01/2010 to 31/12/2019

At 1 km

Altes Museum in Berlin, UNESCO heritage, visit

From 01/01/2010 to 31/12/2019

At 1.2 km

Berlin Cathedral, visit

From 01/01/2019 to 31/12/2019

At 1.2 km

The Bode Museum, Berlin, visit

From 01/01/2010 to 31/12/2019

At 1.2 km

Tour of the Pergame Museum, Berlin

From 01/01/2010 to 31/12/2019

At 1.4 km

Old National Gallery, Berlin

From 01/01/2010 to 31/12/2019

At 1.4 km

Tour of the Television Tower, Berlin

From 01/01/2019 to 31/12/2019

At 1.7 km

Schönhausen Palace, Berlin, UNESCO heritage, visit

From 01/01/2019 to 31/12/2019

At 7.8 km

Our accommodations

At our 4-star Mercure Hotel & Residenz Berlin Checkpoint Charlie, you can choose between Single Rooms, Large Rooms, Privilege Rooms, Apartments and Privilege Suites. All 139 rooms are air conditioned and have WIFI Visit us with your children and save money: One child aged up to 11 years can stay in your room and receive breakfast - both free of charge. Children also receive a 50% discount on the price of breakfast.

Large Room with double bed

  • Max. number of persons: ‌2
  • Area: From 30
  • Views: Garden side, Courtyard side, City side *

* Subject to availability

  • Wireless internet in your room
  • High speed internet
  • Coffee/tea making facilities
  • Satellite/cable colour TV
  • Business Desk(...)

Privilege Room with double bed and sofa bed

  • Max. number of persons: ‌3
  • Area: From 35
  • Views: Garden side, Courtyard side, City side *

* Subject to availability

  • Wireless internet in your room
  • High speed internet
  • Coffee/tea making facilities
  • Satellite/cable colour TV
  • Business Desk(...)

Standard Room with 1 single bed

  • Max. number of persons: ‌1
  • Area: From 20
  • Views: Garden side *

* Subject to availability

  • Wireless internet in your room
  • High speed internet
  • Coffee/tea making facilities
  • Satellite/cable colour TV
  • Business Desk(...)

MyRoom by Beate: Wine Tavern/Double Room

  • Max. number of persons: ‌2
  • Views: Garden side *

* Subject to availability

  • Wireless internet in your room
  • High speed internet
  • Coffee/tea making facilities
  • Satellite/cable colour TV
  • Business Desk(...)

MyRoom by Lisa, Jeanette and Janina: Mon amour/Double Room

  • Max. number of persons: ‌2
  • Views: Courtyard side *

* Subject to availability

  • Wireless internet in your room
  • High speed internet
  • Coffee/tea making facilities
  • Satellite/cable colour TV
  • Business Desk(...)

MyRoom by Jeremy and Katrin: Our Berlin/Double Room

  • Max. number of persons: ‌2
  • Views: City side *

* Subject to availability

  • Wireless internet in your room
  • High speed internet
  • Coffee/tea making facilities
  • Satellite/cable colour TV
  • Business Desk(...)

MyRoom by Jennifer: Welcome Home/Double room

  • Max. number of persons: ‌2
  • Views: Garden side *

* Subject to availability

  • Wireless internet in your room
  • High speed internet
  • Coffee/tea making facilities
  • Satellite/cable colour TV
  • Business Desk(...)

Superior Suite with 1 double bed and 1 sofa bed

  • Max. number of persons: ‌4
  • Area: From 45
  • Views: City side, Garden side, Courtyard side *

* Subject to availability

  • Wireless internet in your room
  • High speed internet
  • Coffee/tea making facilities
  • Satellite/cable colour TV
  • Business Desk(...)

Family Suite with 2 bedrooms and sofa bed

  • Max. number of persons: ‌5
  • Area: From 64
  • Views: Courtyard side, City side, Garden side *

* Subject to availability

  • Wireless internet in your room
  • High speed internet
  • Coffee/tea making facilities
  • Satellite/cable colour TV
  • Business Desk(...)

Superior Apartment with double bed, sofa bed and kitchenette

  • Max. number of persons: ‌3
  • Area: From 37
  • Views: Courtyard side, City side *

* Subject to availability

  • Wireless internet in your room
  • High speed internet
  • Coffee/tea making facilities
  • Satellite/cable colour TV
  • Business Desk(...)

Our restaurants and bars

RELAX - FOOD, DRINKS & YOU

Photo non contractuelle / Strictly non binding

RELAX - Food, Drinks & You. It's all in the name: Sit, drink, eat and work just the way you like. After all, relaxation can yield fantastic results - inspiration for great ideas, great decisions and great conversation.

Lunch

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

Dinner

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

Our guest reviews for
Mercure Hotel & Residenz Berlin Checkpoint Charlie

100% genuine reviews from our guests

Find out more

AccorHotels Rating 4.6/5

5,780 reviews

tripadvisor tripadvisor

TripAdvisor Rating 4.5/5

3,637 reviews

TripAdvisor Certificate of Excellence
Certificate of excellence 2019

Nice and pleasant stay

TripAdvisor rating 4.5/5

Resort56011416717 Business - 23/06/2019 TripAdvisor review

Nice ,helpfull and pleasant staff. Good an nice location,close to public transport, musea and shopping malls. Nice and clean rooms and hotel. Nice breakfast with a lot of choice i diaries and fruit. The place to be. And don't forget to take a drink in the bar or patio

We very much appreciate the nice comments on the staff as well as the great feedback on our breakfast. We are committed to providing our guests with the best possible start to their day - a nutritious breakfast that offers fresh ingredients, a variety of choices, and quality products. Great that you appreciate it. We are looking forward to welcoming you as a guest in our hotel again. Yours sincerely, Falk Bartels Director/General Manager

Short, sweet stay

Customer review rating 4.6/5

Lei Families - 20/06/2019 AccorHotels certified review

Had a good overnight stay at this hotel. Very nice and big room and a good fit for 4 adults. While the bedrooms and toilets were clean, the coffeemaker provided was dusty. We were not able to use it because of this reason. Will stay here again if we have a chance to.

Dear Ms. D., I am very pleased that you took the time to review your visit with us at Mercure Hotel & Residenz Berlin Checkpoint Charlie. Thank you for your positive review, the nice feedback, and also for your critique and suggestions on improvement regarding the house-keeping and the dirty coffeemaker. Please accept my apologies for the inconveniences you had to deal with. Please rest assured that I have already looked into this and taken steps - and within my team I will make sure that negative experiences are a rare exception in the future. I sincerely hope that your next visit will leave you completely satisfied. We would love to welcome you back. Best regards, Falk Bartels Director/General Manager

Not a hotel experience. Disappointing.

Customer review rating 4.6/5

Ac Families - 18/06/2019 AccorHotels certified review

Very Disappointing stay. Reasons are as follows: 1. We asked front desk to have our room cleaned at 10am. Upon return at 3pm. Room was still not cleaned. Reminded again and housecleaning came at 4pm but that was too late as my son needed to nap. Am sure front desk person forgot as when we asked about the request from 10am, nobody knew about it. 2. Asked for 2 extra towels and front desk said it would be quicker for us to go downstairs to the front desk to pick up. Never had a hotel asked us to do this before. 3. Asked hotel to warm up food in a microwave for my son and once again, was asked to bring the food downstairs to the bar to get it reheated. Only did i challenge “why” i had to do this did they send somebody to pick up the food. Never had a hotel asked us to do this before. 4. The cheese pasta on the room service was disgusting. We couldn’t believe you would serve that. Taste was bad, texture was rubbery, sauce was worse than canned sauce. Also, room service menu was very very limited. 5. One of the fridge was not working. 6. Due to central heating, heater at the windows was not working as the outside temp was warm. Note that 20 degrees celcius outside for some people is not warm. There should have been an portable heater for people to use.

Dear Mr. C., I would like to offer my sincere apologies for the faults and human errors regarding the house-keeping, the room service and the reception. That is unacceptable and below our standards. Please rest assured that I have already looked into this and taken steps - and within my team I will make sure that negative experiences are a rare exception in the future. I feel very bad for the inconveniences you had to deal with - and at the same time I do appreciate your feedback, which is an important component toward long lasting and continuously improving quality services. I definitely do appreciate the fact that you took the time to review your stay at Mercure Hotel & Residenz Berlin Checkpoint Charlie. Now I would like to ask you to give us another chance. I very much hope that on your next visit our services will leave you completely satisfied. We would be honored to welcome you back. Best regards, Falk Bartels Director/General Manager
Customer review rating 4.6/5

Frau F. Solo - 17/06/2019 AccorHotels certified review

Near downtown, comfortable, good staff,clean rooms, receptionists helpful and good breakfast.

Dear Ms. F., Thank you for taking the time to review your stay at Mercure Hotel & Residenz Berlin Checkpoint Charlie. We highly appreciate and value positive feedback such as yours and consider it a highlight in our daily routine as hosts. On behalf of our staff and management, we are very pleased that you gave us the highest ratings in almost all categories. We will gladly pass along these top reviews and positive remarks on our services to the respective staff members and employees. Your satisfaction both validates our team’s dedicated daily efforts and highly motivates us to keep striving for excellent services in the future. We are very happy that you felt so comfortable with us and that you really enjoyed our breakfast. My team and I are looking forward to welcoming you back as a guest hopefully soon. Best regards, Falk Bartels Director/General Manager

Great Berlin Location!

Customer review rating 4.6/5

Boston F. Families - 17/06/2019 AccorHotels certified review

A very nice 2 room suite with a modern split bathroom setup (shower & sink) and (toilet & sink) made it easy for 4 guest to get ready. Quiet bedrooms with courtyard views. Air conditioning which really helped since Berlin was on the warm side during our stay.

Dear Mr. T., Thank you very much for your visit and for taking the time to review your stay at Mercure Hotel & Residenz Berlin Checkpoint Charlie. We are very pleased that you rated us highly to highest in almost all categories and are delighted that you really enjoyed your stay with us and the room in particular. It is of great importance to us that you were satisfied with our services. The high ratings and positive remarks on the staff made us very happy and after I gladly passed on both results to my team, I would like to say a sincere “thank you” on their behalf. We hope to welcome you as our guest soon again. Best regards, Falk Bartels Director/General Manager
Customer review rating 4.6/5

Sara Couples - 15/06/2019 AccorHotels certified review

We liked stay, it was ok and according to hotel description and stars

Dear Ms. D., Thank you very much for your visit and for taking the time to review your stay at Mercure Hotel & Residenz Berlin Checkpoint Charlie. Thank you for the positive comment. I do acknowledge, however, that there is still “room for improvement” in some category. Please be assured that these particular issues will be addressed and discussed within our local team and that we will try our best to improve in these areas even more. My colleagues and I are looking forward to your next visit, which I hope will leave you completely satisfied. Best regards, Falk Bartels Director/General Manager

Great time in a unique hotel in a convenient location with lovely personnel,

Customer review rating 4.6/5

David R. Couples - 14/06/2019 AccorHotels certified review

We truly enjoyed our stay, I especially appreciated the help of all the staff. For example I wished to arrange train travel from Berlin to Hamburg and the lady at the counter said "I have never done that before but come over to my computer and lets figure out how to do that". And we did successfully. Also, a great location, can really walk to many of the major sites in Berlin.

Dear Mr. R., Thank you for taking the time to review your stay at Mercure Hotel & Residenz Berlin Checkpoint Charlie. We highly appreciate and value positive feedback such as yours and consider it a highlight in our daily routine as hosts. On behalf of our staff and management, we are very pleased that you gave us the highest ratings in almost all categories. We will gladly pass along these top reviews and positive remarks on our services to the respective staff members and employees. Your satisfaction both validates our team’s dedicated daily efforts and highly motivates us to keep striving for excellent services in the future. We are very happy that you felt so comfortable with us and that you really enjoyed our amenities. My team and I are looking forward to welcoming you back as a guest hopefully soon. Best regards, Falk Bartels Director/General Manager

Great location, spacious clean and comfy room

Customer review rating 4.6/5

Avni Friends - 14/06/2019 AccorHotels certified review

Pleasantly surprised at the size of the room, huge. Extremely clean and bed linen fresh, with comfy bed. Bathroom spacious and very modern, would suggest the option to switch the mirror light on/off as it was quite bright. The cutlery box was more than enough for our stay. Overall, a very nice stay in a quiet area.

Dear Ms. S., Thank you very much for your visit and for taking the time to review your stay at Mercure Hotel & Residenz Berlin Checkpoint Charlie. We are very pleased that you rated us highly to highest in almost all categories and are delighted that you really enjoyed your stay with us and the room & the bed in particular. It is of great importance to us that you were satisfied with our services. The high ratings on the staff made us very happy and after I gladly passed on the results to my team, I would like to say a sincere “thank you” on their behalf. We hope to welcome you as our guest soon again. Best regards, Falk Bartels Director/General Manager

Terrific

Customer review rating 4.6/5

Yc C. Families - 14/06/2019 AccorHotels certified review

Comfortable bed. A spacious room and very helpful staff members at the reception service.

Dear Mr. Y., Thank you for taking the time to review your stay at Mercure Hotel & Residenz Berlin Checkpoint Charlie. We highly appreciate and value positive feedback such as yours and consider it a highlight in our daily routine as hosts. On behalf of our staff and management, we are very pleased that you gave us the highest ratings in almost all categories. We will gladly pass along these top reviews and positive remarks on our services to the respective staff members and employees. Your satisfaction both validates our team’s dedicated daily efforts and highly motivates us to keep striving for excellent services in the future. We are very happy that you felt so comfortable with us and that you really enjoyed our amenities. My team and I are looking forward to welcoming you back as a guest hopefully soon. Best regards, Falk Bartels Director/General Manager

Fantastic location

Customer review rating 4.6/5

Mf A. Families - 14/06/2019 AccorHotels certified review

We loved the location of the hotel. We could easily walk to many attractions as well as use public transport to visit them. We loved the breakfast spread too.

Dear Ms. A., Thank you very much for your visit and for taking the time to review your stay at Mercure Hotel & Residenz Berlin Checkpoint Charlie. We are very pleased that you rated us highly to highest in almost all categories and are delighted that you really enjoyed your stay with us and the breakfast in particular. Our guests deserve the best. We hope to welcome you as our guest soon again. Best regards, Falk Bartels Director/General Manager

CityBreak in Berlin

Customer review rating 4.6/5

Bartek Families - 12/06/2019 AccorHotels certified review

Very nice hotel with perfect location (the subway station is just 200 m from the hotel and many attraction of the city is within 30 min walk). The surroundings is very peaceful (you don't realize that you are in the city center of big city). The room was very nice, spacious and clean with big comfy bad and staff was excellent and very helpfull. The housekeeping ladies did excellent work. The entrance to parking place is on the other street (back of the building).

Dear Mr. T., Thank you for taking the time to review your stay at Mercure Hotel & Residenz Berlin Checkpoint Charlie. We highly appreciate and value positive feedback such as yours and consider it a highlight in our daily routine as hosts. On behalf of our staff and management, we are very pleased that you gave us the highest ratings in almost all categories. We will gladly pass along these top reviews and positive remarks on our services to the respective staff members and employees. Your satisfaction both validates our team’s dedicated daily efforts and highly motivates us to keep striving for excellent services in the future. We are very happy that you felt so comfortable with us and that you really enjoyed our amenities. My team and I are looking forward to welcoming you back as a guest hopefully soon. Best regards, Falk Bartels Director/General Manager

Relaxing, welcoming staff were great and the room was very spacious and well presented

Customer review rating 4.6/5

Kevin Couples - 12/06/2019 AccorHotels certified review

On arrival the staff were very welcoming and were able to help us on what was happening in the surrounding area. The staff throughout were attentive and pleasant. The room was spacious well laid out and was cleaned to a high standard every day. The one small service improvement would be we did not put out the leaflet to have our linen or towels changed yet they were, although very nice to come back to clean towels and linen it wasn’t necessary. Overall and Excellent stay and would recommend this hotel.

Dear Mr. I., Thank you very much for your visit and for taking the time to review your stay at Mercure Hotel & Residenz Berlin Checkpoint Charlie. We are very pleased that you rated us highly to highest in almost all categories and are delighted that you really enjoyed your stay with us and the room in particular. Our guests deserve the best. It is of great importance to us that you were satisfied with our services. The high ratings and positive remarks on the staff made us very happy and after I gladly passed on both results to my team, I would like to say a sincere “thank you” on their behalf. We hope to welcome you as our guest soon again. Best regards, Falk Bartels Director/General Manager

A very good hotel

Customer review rating 4.6/5

Anonymous Business - 12/06/2019 AccorHotels certified review

The hotel has a very good facility With large room, and helpful and welkomming staff. The breakfast is a bit expensive but With fresh and good Food. I have stayed at this hotel for many of my buisness-trips to Berlin and have never had any negative experience. However this time I got a room in the appartments. The room was big an very nice, but I am not satisfied with roomservice during my staying. It was often not completly cleaned, When I signalled that I wanted to change towels it was not done, and they forgot to refill the coffee. Hopåefully this will improve untill my Next buisness-trip on which I wil use same hotel.

Dear Mr. G., I am very pleased that you took the time to review your last visit with us at Mercure Hotel & Residenz Berlin Checkpoint Charlie. Thank you for your positive review, the nice feedback on the staff, and also for your critique and suggestions on improvement regarding the house-keeping. Please accept my apologies for the inconveniences you had to deal with. Please rest assured that I have already looked into this and taken steps - and within my team I will make sure that negative experiences are a rare exception in the future. I sincerely hope that your next visit will leave you completely satisfied. We would love to welcome you back. Best regards, Falk Bartels Director/General Manager

CityBreak in Berlin

TripAdvisor rating 4.5/5

bartosztom Family - 12/06/2019 TripAdvisor review

Very nice hotel with perfect location (the subway station is just 200 m from the hotel and many attraction of the city is within 30 min walk). The surroundings is very peaceful (you don't realize that you are in the city center of big city). The room was very nice, spacious and clean with big comfy bad and staff was excellent and very helpfull. The kitchenette in the room is a great idea. The housekeeping ladies did excellent work. The entrance to parking place is on the other street (back of the building).

We highly appreciate and value positive feedback such as yours and consider it a highlight in our daily routine as hosts. On behalf of our staff and management, we are very pleased that you gave us the highest ratings. We will gladly pass along this top review and the lovely remarks on our services to the respective staff members and employees. Your satisfaction both validates our team’s dedicated daily efforts and highly motivates us to keep striving for excellent services in the future. We are very happy that you felt so comfortable with us. My team and I are looking forward to welcoming you back as a guest hopefully soon. Best regards, Falk Bartels Director/General Manager

Building fond Berlin memories

TripAdvisor rating 4.5/5

Tourist307315 Couples - 11/06/2019 TripAdvisor review

Huge thanks to all of the staff at the Mercure Hotel & Residenz Berlin Checkpoint Charlie, from our arrival and welcome to the extended check out time at leaving we were very well looked after . We had to change our room on arrival due to a faint smell of cigarette smoke which must have drifted in form the previous guest smoking on the balcony. But the reception staff were so understanding and moved us to a fab room on the 7th floor. The bar staff and breakfast room team were amazing so friendly and patiently helped me with my very halting German. Thank you everyone you helped make our first trip to Berlin a memorable one.

On behalf of my entire team as well as on a personal note, I would like to thank you so much for the excellent Rating and the lovely remarks especially on the staff. We are very pleased that you enjoyed our services and your overall stay with us. As we are highly committed to providing quality services for our guests, we really do appreciate positive feedback such as yours. We hope to see you soon again and that our services will ensure another rewarding and enjoyable visit with us. Best regards, Falk Bartels Director/General Manager

Good value with some (east?) German quirks

Customer review rating 4.6/5

Helga V. M. Couples - 10/06/2019 AccorHotels certified review

Stay in apartment was a good choice for us. Big room, quiet residential area, and kitchenette with some amenities (had to request cutlery and plates which is ok but a bit cumbersome after coming in late at night). However, half of the very limited counterspace was taken up by an awkward user-unfriendly monstrously big and crappy coffee machine of a never heard of brand. Must have been deal with coffee supplier. Had to get the tech in twice to show me how to use the thing as the instruction did not properly describe the sequence of steps that had to be followed exactly or the thing would not work!. That first thing in the morning.... Housekeeping Service was a bit sloppy and hurried, and soap was dispensed as if a rare commodity reminiscent of east berlin days.( aka no replacement bars were ever provided in the 4 dyas we stayed in hotel!) My biggest beef is with the hypocrysy with respect to smoking in the hotel rooms. The hotel portrays itself as non smoking, and we always request non smoking rooms. Yet on the little balcony outside our window was an ashtray. This signals that smoking is indeed permitted... which our neighbor frequently did on her adjacent balcony, such that we had to close our window (even on those hot days) to avoid having whiffs of smoke come in periodically. If you are a non smoking hotel, or advertise non smoking floors or rooms, please have the courage to stick by that statement and enforce your own rules. Otherwise it was a very convenient place for us and we would go there again ( but I might have bring my own soap)

Dear Ms. Van M., I am very pleased that you took the time to review your visit with us at Mercure Hotel & Residenz Berlin Checkpoint Charlie. Thank you for your positive review, the nice feedback, and also for your detailed critique and suggestions on improvement. Please accept my apologies for the inconveniences you had to deal with. Please rest assured that I have already looked into this and taken steps - and within my team I will make sure that negative experiences are a rare exception in the future. I sincerely hope that your next visit will leave you completely satisfied. We would love to welcome you back. Best regards, Falk Bartels Director/General Manager

City Break in Berlin

Customer review rating 4.6/5

Fleetkp Families - 10/06/2019 AccorHotels certified review

Stayed here with my partner and teenage son for 5 nights. Good size room and separate living room which my son slept in. It was very warm whilst we were there and the air conditioning didn’t provide any relief from the heat so we had to leave the windows open and there was quite a lot of street noise in the early hours :-( Other than that the facilities were good. Location was convenient for many sites and public transport.

Dear Ms. M., I am sorry that you were unable to have a restful night, and I sincerely apologize for the inconveniences caused. Unfortunately, our air conditioning system, which happens to be used in most hotels, continues to reach its technical limits and allows individual adjustments within a limited range only. I assure you that we are currently consulting specialists to find a solution that will leave our guests completely satisfied. It was a pleasure to have you as our guest and I would like to thank you for taking the time to review your stay at Mercure Hotel & Residenz Berlin Checkpoint Charlie. I very much hope that on your next visit we will leave you completely satisfied. We would be honored to welcome you back. Best regards, Falk Bartels Director/General Manager

The hotel was as we hoped and met all our expectations.

Customer review rating 4.6/5

Anonymous Couples - 10/06/2019 AccorHotels certified review

The hotel is ideally located for exploring Berlin for the first time. The room was spacious and very comfortable, with a balcony, an excellent shower room and an effective cooling system - the weather was very hot! The staff were welcoming, friendly and knowledgeable about local interest subjects.

Dear Ms. Malcom, Thank you very much for your visit and for taking the time to review your stay at Mercure Hotel & Residenz Berlin Checkpoint Charlie. We are very pleased that you rated us highly to highest in almost all categories and are delighted that you really enjoyed your stay with us and the room in particular. Our guests deserve the best. It is of great importance to us that you were satisfied with our services. The high ratings and positive remarks on the staff made us very happy and after I gladly passed on both results to my team, I would like to say a sincere “thank you” on their behalf. We hope to welcome you as our guest soon again. Best regards, Falk Bartels Director/General Manager

A great place to stay.

Customer review rating 4.6/5

Carol G. Families - 09/06/2019 AccorHotels certified review

First, the staff was helpful, the breakfasts were plentiful and quite satisfying as well as varied.

Dear Ms. G., Thank you very much for your visit and for taking the time to review your stay at Mercure Hotel & Residenz Berlin Checkpoint Charlie. We are very pleased that you rated us highest in almost all categories and are delighted that you really enjoyed your stay with us and the breakfast in particular. Our guests deserve the best. It is of great importance to us that you were satisfied with our services. The high ratings and lovely remarks on the staff made us very happy and after I gladly passed on both results to my team, I would like to say a sincere “thank you” on their behalf. We hope to welcome you as our guest soon again. Best regards, Falk Bartels Director/General Manager
Customer review rating 4.6/5

Anonymous Solo - 09/06/2019 AccorHotels certified review

The room and facilities certainly met expectations and the staff in the breakfast room were excellent . For the most part, a number of individuals at the front desk were excellent . Unfortunately, two or three, particularly the first weekend of my stay were rather obnoxious and did not engage in the expected customer service level of a 4 star hotel. While I apologize for not being able to converse in German, I think it is highly disrespectful when a front desk person suddenly speaks to you in German in a stern tone after I had to repeat a question to understand the answer . I have never experienced this in any 3 star Mercure hotel I have stayed in over the years. In fact, one of the young ladies at the front desk was very helpful when I had a laundry issue ( form and bag were not left in the room ) but the evening manager said something sternly in German to another colleague who laughed and I saw the concerned look on the face of the young lady who was assisting me . This again is not the level of customer service expected and certainly not from a manager making fun of a customer in their presence. In fact the next day when the office did not again have a form for the laundry which was not left in my room despite a request, the lady who was the manager was very understanding and helpful and brought a form up to my room later with a smile and thank you . That was really reassuring and customer service . So my point is that some of your front desk staff need a some remediation in how to deal with customers who don't speak German fluently or otherwise.

Dear Mr. D., I would like to offer my sincere apologies for the behaviour of the reception staff. That is unacceptable and below our standards. Please rest assured that I have already looked into this and taken steps - and within my team I will make sure that negative experiences are a rare exception in the future. I feel very bad for the inconveniences you had to deal with - and at the same time I do appreciate your feedback, which is an important component toward long lasting and continuously improving quality services. I definitely do appreciate the fact that you took the time to review your stay at Mercure Hotel & Residenz Berlin Checkpoint Charlie. Now I would like to ask you to give us another chance. I very much hope that on your next visit our services will leave you completely satisfied. We would be honored to welcome you back. Best regards, Falk Bartels Director/General Manager
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