4-Star Hotels in Brandenburg, Germany

I am writing to formally document a series of service failures, inconsistencies, and a safety concern experienced during my recent stay at IntercityHotel near the airport in northern Germany. Upon arrival, I encountered unprofessional conduct at reception. Despite the desk being empty, two staff members failed to acknowledge me appropriately, avoided eye contact, and instructed me to wait in a dismissive manner. Although self check-in machines were available, no guidance was offered. I had to identify and request to use them myself, receiving only minimal and inattentive responses. During my stay, I requested a basic item (a box of tissues) from housekeeping, which was never delivered. This reflects a failure to fulfill a simple and reasonable guest request. More concerning was the inconsistency regarding late check-out terms. I had agreed with a morning receptionist (Amy) on a late check-out until 3:00 PM for €35. However, when I reconfirmed this with the night receptionist, I was informed that check-out was only free until 1:00 PM and that each additional hour would cost €50. This contradiction indicates a lack of internal coordination and transparency. As a result, I was compelled to leave earlier than planned. Additionally, my interaction with breakfast/lounge staff was inappropriate and unprofessional. I was met with visible irritation (sighing, dismissive tone), condescending remarks regarding my order, and poor service delivery. The coffee provided was of unacceptable quality (containing grounds and served in a visibly dirty cup). A request for almond milk was handled with reluctance and discourtesy. The final remark, “enjoy your coffee,” was delivered in a sarcastic and unprofessional manner. Importantly, I also encountered a safety issue in the room: I found a piece of broken glass on the floor at the entrance of the bathroom. This represents a clear lapse in cleaning standards and poses a risk of injury, which is unacceptable in any hotel environment. While I acknowledge that the room was otherwise clean and comfortable, with good air conditioning, and that the bathroom facilities and breakfast offering met expected standards, the overall experience was significantly undermined by repeated service failures and the aforementioned safety concern. The pattern of behavior observed suggests deficiencies in staff training, internal communication, quality control, and basic service standards. This falls below what can reasonably be expected from a hotel operating under a recognized brand. I trust this complaint will be taken seriously and reviewed internally to prevent similar experiences for future guests.

Great location, just a 500-meter walk from the airport. The hotel is very clean, but they don't provide single-use toiletries, so remember to bring your own.

This is definitely a smart choice for passengers catching an early flight from Brandenburg Airport – incredibly convenient! Plus, the excellent value for money in terms of facilities, cleanliness, and service makes it highly recommended for anyone transiting through Berlin.

Das Best Western Plus hat uns sehr beeindruckt. Alles ist sehr großzügig und die Zimmer ausgesprochen groß und sehr ansprechend vom Design. Ein besonderes Highlight ist der Wellnessbereich mit einem Poolbereich und einem Saunabereich, in dem sich mehrere Saunen befinden. Stündliche Aufgüsse runden das Saunaerlebnis ab. Der Wellnessbereich kann von den Hotelgästen kostenfrei mitbenutzt werden, ist aber auch öffentlich zugänglich. Das Frühstück war ausgezeichnet. Nachdenken sollte das Hotelmanagement über die in Rechnung gestellten Parkkosten. Das empfanden wir als kleinlich, bei dem sonst so großzügigen Auftreten des Hotels.

Very helpful staff at the reception, who also help on the phone! This is how I received, for example, a water cooker on request and the information I needed. Since I had to do in the area, the location was ideal for me. There are few free parking places around the hotel, so it is better to book a parking place there, if necessary in the deep garage.

Wonderful! My last stay has been for 5 years, but you don't see the hotel. Specially, the friendly, careful, but unimpersive staff is to mention. You realize that everyone here is in the heart that you feel well, relaxed and willing to come back. After the current stay I wonder why it took so long that I was back there, although I enjoyed many weekends in hotels with spa just in winter. There is something to improve? Some saunas are a little small depending on the number of visitors and there may be more showers. But important is that everything worked and there was no maintenance bust. I'd like to come back, even soon.

We recently booked four rooms at this hotel in Berlin. To our disappointment, we were informed upon arrival that early check-in would cost a surcharge of 50% of the room rate, while we had never been informed of this by telephone in advance. We called three times and were not told about these additional charges during each call. After a long journey of 7 hours from Rotterdam, this was an unpleasant surprise. In addition, an additional charge was requested for everything. We request the management to communicate more transparently about such charges!!

It was another wonderful and eventful trip. Unfortunately, some attractions were broken or the soda machines were empty; this needs to be improved. The kettle in the room was also broken.

The building itself is old, but the room was large because the ceiling was high and I was able to spend it comfortably. The customer service of the employee was good, and the breakfast was prepared with a lot of fresh fruits and vegetables, and it was very satisfying.

The surroundings are relatively quiet, the room is clean and tidy. Two people checked in, and there was only one pillow and a small quilt at first. After calling the front desk, it was delivered quickly. Compared with the Holiday Inn I stayed in a few days ago, the elevator does not require a card, which is not safe enough, there is no electric kettle, and no USB charging port. So although it is a four-star hotel, there are areas for improvement in management details and decoration details. I guess it is also because it is quite old.