Disappointed - Could be Much Improved
Posted Dec 1, 2016
I have stayed multiple times at the Axel Hotel in Barcelona and had a great experience. The hotel in Barcelona is in good condition, the staff is friendly, and the amenities are decent. The hotel in Berlin, however, was disappointing. The entire inside of the hotel is dark (black walls) and the rooms are very small. The staff was okay, but not terribly friendly or helpful. Three days before arriving at the hotel, I received an email from the hotel informing me that the hotel gym and spa was closed for maintenance. I was most disappointed in the condition of the hotel room -- one of the windows would not close properly (allowing cold air to blow inside), the tub would not drain, and the television did not work. The staff did not bring shampoo and hand soap when we ran out after a couple of days. Instead, we received extra bottles of conditioner. After spending a few days at the Axel hotel in Berlin, I left early and moved to another hotel (the Marriott).
Comment from Hotel Management
Dec 9, 2016 by Juan Carlos Utrilla General Manager Axel Hotel Ber, Hotel Management
First of all, I would really like to thank you for your opinion and the time you have spent on it. In Axel Hotel Berlín, we always try to improve our services so that our customers can enjoy the hotel and its facilities.
The design of is different in every Axel Hotel. In Berlin it is indeed very special and not to everybody's liking but many of our guest like it very much.
I would also like to apologize if your room was not as your expectations, but we put the reception staff at your disposal for any issues during your stay 24h a day, they will be more than happy to find a solution for that problem and make your experience exactly as you expected.
I hope you can give us a second chance and we wish to see you soon with us at any of our Axel Hotels.