iStay by NH Berlin City Ost Hotel

I checked out three nights ago and am still waiting for my deposit to be returned. Deposits don't seem to be charged to every guest, which makes me wonder if there's discrimination. The company appears to choose who has to pay one, and it doesn't refund them immediately after checkout. They didn't have the room we'd paid for, so we needed an extra room. I asked for three rooms close together and was told they'd try, but we ended up on the second, third, and fifth floors. I'd told them our group included disabled people, and it didn't feel like much effort had been made, especially since other guests who checked in afterward were on those same floors. We chose Saturday, the third day of our four-night stay, for room cleaning, but nobody came. On Sunday they cleaned only some of the rooms, and in the one they did clean, they just made the bed and changed a towel.

The hotel is on a quiet street, close to both U-Bahn and S-Bahn connections. We could open the window, and the heating worked well. It was handy to pay for late checkout until 17:30. They also provided large bowls, a dog bed, and a toy without us asking, which was thoughtful. I chose the hotel because it was advertised as pet-friendly, but only found out about the €25-per-night pet fee after booking a non-refundable rate. I asked ahead of time whether they could reduce it, and they declined. There are no carpets in the rooms, and guests get a detailed list of pet rules on arrival, so the daily fee felt disproportionate to me. I don't think a small dog adds much work each night. For our three-night stay, the fee raised the total by more than 30%. The hotel page should make the charge clearer so future guests aren't caught by an unexpected cost. The bathroom ventilation also didn't work properly, and the room stayed damp for quite a while after a shower.

The breakfast was very good, with plenty of choice, and I was satisfied with it. The hotel is in a great location, and I enjoyed my stay. My room had everything I needed and was comfortable, especially the bed. Reception staff were helpful, welcoming, and knew their stuff when I arrived. The cleaning and breakfast staff were also polite and pleasant whenever I saw them.

Reception service was very good, and the staff were friendly, helpful, and understanding. It's about a 5-7 minute walk from the metro, so getting to the center is quick, and there are shops and restaurants nearby. The lobby was also a handy place to grab a snack or drink. It's a nice business hotel with rooms that are spacious enough, though I don't think they're four-star quality. There was only one bottle of water for two people. If you wanted more, you had to ask them not to clean the room. The beds were small and not very comfortable for me. There weren't shower amenities like cotton swabs or a spare toothbrush either.