Novotel Suites Berlin City Potsdamer Platz

I arrived today, Sunday 1 May, for a business stay to attend ITB, and after many years of choosing this Novotel for my annual visit, this has made me reconsider my loyalty to the hotel and the Accor group. I've always returned for the comfortable rooms, professional and friendly staff, and the way minor problems used to be resolved efficiently. At about 18:30 this evening, I asked reception if I could move rooms. The hotel isn't full yet, and I was told most guests would arrive Monday 2 May, so I thought the request was reasonable and early enough. I've been given an adapted room for guests with reduced mobility, which I don't need. The bathroom is clearly outdated, and the shower is so uncomfortable that using it feels unpleasant. The clothing rails are too low for my business suit trousers to hang properly, leaving them creased during an important work week. Although other rooms seemed to be available, reception refused without a convincing explanation. The receptionist was unfriendly and didn't seem willing to help. The duty manager was polite but offered no useful solution, telling me to take it up with the travel agency that books the hotel for me every year. As a guest, I expect the hotel to help directly, especially when simply changing rooms could have fixed this. What should have been a comfortable, productive stay before a demanding work week has started very disappointingly. I still have five more nights in room 537. The gym is also in very poor shape. The machines are outdated, and as far as I know none are working properly. That's not acceptable for a hotel aimed at business travellers. I can't recommend this hotel for business stays. Management should reconsider the current customer service and how guest concerns are handled. My customer profile will show how many years I've stayed here. Regretfully, this is my last stay at this property, and I won't return to any hotel in the Accor group. Yours faithfully,

The staff were all super friendly and helped with everything we asked for. The location works well for both the east and west centres of Berlin, with excellent S-Bahn and bus links at Anhalter Bahnhof. Getting to or from the airport is easy via the FEX from Potsdamer Platz. Our suite had a huge lounge area with a big table, two chairs, and a large sofa, plus a spacious bedroom. A thin curtain can be pulled across to separate them. The bathroom is large, brightly lit, and has both a bathtub and shower. Toilet and bathroom are in separate boxed-in rooms, a bit like on a plane or cruise ship. The bath products are all high-quality Rituals. The kitchenette has a microwave, kettle, and a small fridge without a freezer compartment. There was no cutlery or crockery beyond mugs and glasses. You can get paper plates, bowls, and wooden cutlery, but they're no good for heating up soup. When we asked nicely, the staff did give us proper cutlery and ceramic bowls. It would also be helpful to have a recycling bin in the suites. One small bathroom issue: the bathtub overflow leaked onto the floor, so we only took one bath 😅

We stayed here last December and had a great time. The location was convenient, and our room was spotlessly clean and well maintained. What we remember most is the staff. Lautaro at reception was especially welcoming and friendly, always happy to help with anything we needed. His positive attitude made the stay even better. We'd definitely recommend the hotel and would gladly come back.

The rooms are spacious and clean, and there's a lovely bathtub. The hotel is close to Mall of Berlin, with plenty of places to find food nearby. It would be handy to have more shelves in the shower cubicle, since we had to leave our personal cleanser on the floor.