Hotel De Rome Berlin

I had to move to another hotel after just one night, but I was still charged for all three prepaid nights. I’d booked through the Amex Travel Program and asked to cancel the remaining two nights, but that request was declined. The manager came to inspect the room and insisted it was “okay to sleep” inside, despite 24°C outside in early September and an uncomfortably hot room. The AC in my room wasn’t working on the first night. I called reception three times, including at 11:30 pm, and was told someone would get back to me. No one did. At 7:00 am the next morning, I told reception again that I couldn’t sleep without AC and asked to change rooms. They said all rooms had the same problem. For a hotel advertised as 5-star and part of the Amex Fine Hotels program, this was very disappointing. Poor service, no accountability, nowhere near 5-star standards. Think twice before booking if working AC and luxury treatment matter to you.

Room service really stood out. The food always arrived hot in my room, unlike at other hotels I’ve stayed in. I’m currently in The Fontenay in Hamburg, and they couldn’t even serve breakfast hot from the kitchen in the dining room. I did ask for more conditioner, but it never came. A small thing, though still disappointing. This has been our best experience in Germany so far. The hotel is conveniently close to Berlin’s famous museum island, with public transport nearby for getting to other attractions. I loved the view of the Französischer Dom from my balcony, and the bathroom floor was heated. I hope the hotel keeps up its high standards, and I’m looking forward to seeing what comes next.

Faruk gave us such a warm, friendly welcome, joyfully guiding us to our stunning room while gracefully managing 2 large roller boards through the hallways. My wife and I really appreciated it. Hotel de Rome is excellent, with a beautiful building, lovely accommodations, and wonderful staff. Thank you so much, Faruk.

I’m writing again because the hotel keeps blaming American Express for not issuing the refund. That isn’t true. Amex has tried to contact the hotel twice about it, but the hotel hasn’t approved the refund. I’ve attached the email I received from American Express. This was very disappointing for a so-called 5-star hotel. I booked and paid for three nights, but the AC in my room didn’t work. The manager came to check and said the temperature was “okay to sleep,” even though it was early September, 24°C outside in Berlin, and very uncomfortable in the room. I could only stay one night, yet I was charged for all three. Poor service and no accountability, nowhere near 5-star standards. No working AC at a 5-star hotel is unacceptable. Think twice before booking if you expect real 5-star treatment.