Numa Berlin Nook

The hotel was clean and nice, but housekeeping threw away my shopping bag with important documents in it. It wasn’t near the bin, and I didn’t realize what had happened until it was too late. The bag had tax refund paperwork for some things I bought, so I’ve lost money. I’ve never had this happen before. I reported it to Numa. They took ages to reply, then were very hands-off, took no responsibility and offered no solution.

I used to be a huge fan of Numa. I’ve stayed at your properties in Florence, Belgium, and whenever I visited Amsterdam. In Amsterdam, when force majeure situations came up, your team offered upgraded accommodation within your network. In Berlin, though, without a proper explanation, you tried to move me to the middle of nowhere. Truly shocking and unacceptable service. My prepaid room, booked a month and a half in advance for three days, suddenly became unavailable on check-in day, exactly at 3 PM. The option they gave me was a hotel on Berlin’s outskirts or a refund. I didn’t come to spend my trip commuting instead of enjoying the city center. With same-day prices, it was impossible to find even a tiny room in central Berlin for what I’d already paid. The manager, Selma, ignored my reply, so I contacted every support channel I could. I was ignored again or repeatedly offered places more than 30 minutes from the center by public transport. I chose a refund, then was told, “Please cancel the booking from your side and we will process the refund.” It’s been more than two weeks, and I’m still waiting, with no information about when Numa will return my money. Numa managers, wake up and return it. You are illegally withholding my funds. I’ll make videos and leave reviews everywhere I can, because this company leaves people stranded without a real alternative while holding their money hostage. I can personally afford a last-minute hotel, but what if someone else can’t? This is the worst hotel experience and customer service I’ve had in more than 25 years of traveling.

The beds were comfy, and there were plenty of towels in the laundry room. Our couple of requests were handled quickly through WhatsApp, and check-in and checkout were smooth. It was actually nice not having keys, since a code opens the doors and the room. We stayed for five days. The room was immaculately clean, and the location was perfect, a five-minute walk from Hackescher Markt station and 15 minutes on foot from Alexanderplatz. A toaster would have been nice, but apart from that, we’d definitely recommend the place.

The street-facing room was a little noisy, but they provided earplugs, which helped. The location was definitely the best part. The room was big enough and had a coffee machine, and we could pick up extra coffee, milk or towels from the storage downstairs. Communicating through the app was easy. We also booked breakfast delivered to the door. It was tasty, but a bit small, just enough to start the day. Still, we really enjoyed our stay at Numa and would recommend it. :)