Sofitel Berlin Gendarmenmarkt Hotel

The property is wonderful and the location is excellent. The rooms are very comfortable and the bathroom is spacious. Front desk staff was good ; however I think demeanor could improve. Housekeeping did an excellent job during my stay.

It was good - your front desk staff were especially friendly and helpful

I had booked a classic room for two days. This was mine and my husband's second stay in Berlin and at your hotel this year - first time we were there this year was in May. We have stayed at this hotel many times before and usually enjoy the service as well as the location. As a Gold card member and having booked quite in advance, I would expect that I get a room upgrade subject to availability and typically ask for it as per the conditions on my card. On Friday night I did not get an upgrade although I was told by the front desk that the hotel was not 100% full (!) Upon entering the room, we realised it had not been aired properly and the air was quite stuffy. We also realised there was no nespresso machine - a standard of all our previous stays and across all my sofitel bookings in the past. There was no kettle in the room either! When I called reception to complain, they sent a tray with a kettle, 2 cups and 3 teabags upstairs and that was the end of it. The next day the same tray was left (forgotten?) on the table following room service (See photo attached) - no additional teabags were provided and no further explanations given! So tea was obviously deemed to be an one-off request and not a minimum standard... Needless to say the room was still not aired properly the following day. I mentioned the kettle to the front desk and they apologised to which I think the matter was deemed closed. No further communication was made. I have to wonder whether this is how you treat your loyal customers and yet Gold members, with not even providing them with hot water and tea in the room. I find this especially strange, as kettle and teabags are considered a standard even in the smallest, most remote, 2 star hotels of this world. Obviously not a standard for sofitel and obviously not for your Gold members. I am very very disappointed by the service this time and I am seriously considering staying at the Mercure at KaDeWe or the other Sofitel next time I visit your city. This is trully a shame.

The experience from the moment we stepped out of the taxi was superb! The check-in staff were thorough and obliging, the room was well equiped, the view was lovely, breakfast was a delight and communicating with the office staff was a pleasure.