B&B Hotel Berlin Airport-Nord

Watch your belongings. I left something in the room and it was taken, then when I asked about the lost property, I was told it had never been found. The room was never cleaned, so the leftover Uber Eats food stayed there and rotted. After 12 hour workdays, coming back to that smell was gross. The staff also seemed angry when spoken to, weren’t friendly and took a long time to respond. Knowing what I know now, I’m almost glad they didn’t clean the room, because I worry more of my things could have gone missing.

We had booked the hotel for a major Berlin exhibition, but a force majeure emergency cancelled our whole business trip. Our booking had no cancellation option, yet we contacted the hotel politely two days before check-in to ask for a refund. Paying around USD 1,000 for a stay we couldn’t use felt unreasonable under the circumstances, and we hoped they might offer some goodwill. Hotels often show some flexibility when guests can’t travel for reasons beyond their control, for example by refunding the payment or offering a voucher for a future booking. This hotel refused both. They said they still had to pay commission to Trip.com. We even offered to cover that cost ourselves if needed, but they turned us down without explanation. We appealed as a courtesy, especially since hotels are fully booked during ITB in Berlin and rooms don’t stay empty. Still, they refused. No flexibility or empathy. The person who answered the phone was rude, dismissive and unprofessional. Instead of discussing it constructively, they ended the conversation. They may keep the money, but they’ve lost our trust and, I suspect, that of future guests who read this. The service was terrible and the behavior shocking. I don’t understand how someone with that attitude can work in tourism or hospitality. Avoid this hotel if you expect understanding, flexibility or even basic respect.

The room was cold throughout my stay. It was late September, with steady rain and temperatures close to zero, but the heating wasn’t turned on, even though it was there. For €160 a night, I expected basic comfort, safety and professional service. There were also safety and service problems. On 17.09, the reception desk was unattended while several guests waited. After over 30 minutes, I had to check in at the self-service machine. I then waited another 20 minutes to discuss my room, which was directly opposite the elevator despite my prior request. The manager on duty wouldn’t help until everyone else had been served. The disorganized front desk cost me more than an hour in total. On 19.09, after extending and fully paying for my stay through 21.09, someone tried to force their way into my room at around 14:00 while I was inside, even though the “Do Not Disturb” sign was up. The manager gave contradictory explanations, first calling it “a mistake,” then saying “they wanted to clean.” The person clearly wasn’t housekeeping, and my safety concerns were dismissed. The room itself was exceptionally small for the price, with an awkward layout and barely enough space to move. It felt more like an area for a hospital bed than a hotel room. There was no kettle, cup, spoon, trash bin or refrigerator. Waste disposal was poorly organized too, with what seemed to be only two small trash bins for the entire hotel and no clear directions for guests. I stayed at B&B HOTEL Berlin-Airport Nord in September 2025, and the conditions and service were unacceptable. I can’t recommend it. Management needs to rethink both its operations and how it treats guests.

I was charged twice, and the hotel denies it and won’t refund the extra 160 euros. The staff act as if nothing is wrong. This feels like they’re trying to rob me.