B&B Hotel Berlin-Airport

The hotel itself was average, maybe a little below average for the price. Check-in also took a long time, which was rough after a full day of travel. At another hotel, I only had to give my number and let them handle the rest. I had another flight that week, but B&B refused to change my booking date, so I booked a cheaper hotel that was 10x better. I wasn't going to give B&B another cent. This was my worst hotel experience, and I won't come back. The trouble started when the website crashed while I was paying. I refreshed it and booked the same room again, not realizing it had created a second booking for the same dates one month later. When I asked who to contact, I was referred to the support team. The first call was ended before I could speak. On the second call, the person initially acted as if she didn't speak English, then spoke it perfectly when I asked for an English speaker. I explained the issue, and she hung up on me in under 35 seconds. I called a third time and waited another 10 minutes before reaching a very nice person. They clearly explained that the fault was all on booking.com, that B&B really wanted to help but couldn't because of booking.com, and that I should contact booking.com. They said they were happy to help. Booking.com immediately issued a refund request and said they were willing to do it, but needed B&B's permission. I was CCed as they contacted B&B multiple times. Each time B&B refused, giving the reason as "declined becaused request was declined".

The staff were helpful and the buffet breakfast was tasty, with a good range to choose from. Rooms were tidy, warm, quiet, and well maintained, and the bathrooms were good. The shower pressure was strong, though the hot water pressure at the tap was poor. It's a solid chain hotel, similar to UK Premier Inn. There aren't tea or coffee facilities in the room, though that's common in Europe. The airport bus costs only 2 euros.

The check-in process itself was fine, but the front desk felt low standard. I arrived at 5:20pm and the receptionist was overly informal, didn't listen, and generally didn't look presentable.

There are fields all around, a dog's dream, and the hotel was packed with dogs, which was awesome. We brought our dog for New Year's to get away from the craziness in Berlin. It's very pet friendly, thanks for caring. We stayed two nights and had everything we needed. The room and bathroom were very clean, and the beds were super comfy. We'll definitely stay here again.