Regent Berlin

Very nice hotel. Unfortunately, we may have booked an indifferent/smoking room and our first was intolerable from walking in. We politely spoke to front desk who was very understanding. He was able to swap rooms and what an enjoyable experience. We will definitely go back. The staff was very friendly and accommodating, breakfast was good too. We were unable to check out the bar because we arrived late most nights but the gym was great!

This was my first visit in Berlin and my first stay at a Regent property so I was very much looking forward to it. Sadly it was very disappointing. Check-in and welcome was bad. I arrived late (around 10:30pm) and check in was rushed. No welcome letter, no mention of what room I was having, no acknowledgement of my diamond elite status, all of which are pretty standard in IHG properties. I was given a room card, shown the restaurant for breakfast and the lifts and that’s it. I asked what room I had and was told it was an upgraded premium room. Not sure what that meant, there is no “premium room”category in the hotel as far as I can tell. I arrived in the room and there was no welcome note, no welcome amenity, nothing. I decided to make a cup of tea but the nespresso machine was not working (flashing red lights after 5 minutes of very loud noises). I called reception for help but there was no answer. I gave up after 3 failed attempts to reach reception and went to bed. The day after, I went to reception to mention the broken nespresso machine and enquired whether there was any mistake as I did not even receive a welcome note and didn’t know what room type I was given. They said I should have received a letter at check in and a welcome amenity in the room. They did not know why things had gone wrong but they would check. They apologised for not answering the phone and speculated that I called at the change of shifts hence there was no answer. I was also advised that the nespresso machine needed the water tank very full. They mentioned that they do normally upgrade diamond elite members but did not comment further. They immediately sent a kettle to the room just in case and a welcome tray (which was nice though including some fruit that had seen better days). Apparently, the welcome tray had been put in the wrong room the night before. No welcome letter was provided. In the afternoon I tried to make a coffee in between meetings (making sure I fill the water tank to the max) but it still didn’t work and ended up flashing red again after some very loud noises. I went downstairs to reception and asked for a replacement nespresso machine. I was told I needed to ensure there is not too much water in the water tank! I just asked for the machine to be replaced. But I then had to leave the room for a meeting so no coffee. The machine was later seen to and on my second day I finally managed to have a coffee. I stayed a total of 3 nights. Despite the issues I had raised, at no point did anyone check in to see if everything was OK. I still don’t know what room I had and I must add that despite requesting a room away from the elevator, it was so close, you could actually see the lift when you opened the room door. This is not a bad hotel. Even the classic rooms (which I believe is the room I had) are spacious, clean and well laid out despite looking dated. The breakfast area is delightful and most of the staff I interacted with were lovely. However, the service I received was far off 5 star standards. The basic nature of the issues I encountered and the complete lack of follow up evidencing the slightest interest in whether I was enjoying my stay is just not acceptable at this end of the market and price range. It certainly did not make my stay particularly enjoyful or justify the nightly rate. I would not choose to return to Regent Berlin. It hasn’t filled me with confidence about the Regent brand on the whole either (marketed as the epitome of luxury) but as a loyal IHG customer I might give other Regent properties the benefit of the doubt, albeit with toned down expectations.

We all have those wonderful moments in life where we dive into a bed and feel as if we are bathed in the glory and the comfort of our mothers warm embrace. That is exactly how I feel when I sleep at this hotel the beds are magnificent and the service of the hotel is beyond compare, every time I arrive at this hotel, I am treated with efficiency and yet embraced like a family member who has come home. The facilities in this hotel are the best available and I can wax lyrical about the beds ad infinitum