smartments Berlin City-West

The room had a comfortable bed and a well-equipped kitchenette with a fridge, dishwasher, microwave, and stove. It was spacious and modern, and the location near Bahnhof Zoo is excellent for getting around. The hotel has potential, but major problems got in the way. During 30°C weather, the advertised air conditioning didn’t work, so the room became uncomfortably hot. Neither the hotel elevator nor the alternative in the neighboring building was working. We were on the fifth floor, and it was especially difficult seeing parents carry baby strollers up several flights of stairs. Support was another serious issue. The front desk is open only limited hours Monday to Friday, and the 24-hour chat hadn’t answered for more than 24 hours. Problems can happen, but guests need timely help. In its current state, we can’t recommend this hotel. Update: The manager offered a partial reimbursement, though the problems remain.

When I arrived around 11:30 at night, the electronic check-in didn’t work. I called the hotline, which was supposed to transfer me to a real agent, but nobody was available. The hotline couldn’t check me in automatically either. Another guest was stuck too, so I had to find a nearby hotel for the night. During conference season that was difficult and expensive enough. Reception was staffed the next morning, and I was able to check in then. The room was quite basic, with synthetic bedding. With the bathroom door closed, a bad smell seemed to come from the toilet. There were also someone else’s hairs in the shower and bathroom. The automated contact system is a mess and seems to be AI-driven, with no live agent available. I called the hotline three times during the day. Each time it announced a transfer to a live agent, then ended the call. Once I was asked to leave a message for a callback, but the system wouldn’t record one. What a shame.

The location is fantastic, and we liked being able to manage our stay independently on our own schedule. Check-in was convenient and fully electronic, so you could arrive at any time. If you arrive early, the lobby is a comfortable place to wait, with a large clean restroom and reliable Wi-Fi. There were two of us, and we stayed in two rooms at SMARTments business Berlin City West. We first booked a room for two, but needed to arrive earlier. Since no other rooms were available then, we booked a smaller room intended for one person, though it could still fit two, for the first few days. The bed was against the wall and on the small side, which made sleeping a little tricky. We knew that in advance and were prepared, so it wasn’t a complaint. The compact room had what we needed, but was a bit dusty. Before we moved, we asked staff to make sure the larger room was thoroughly cleaned. They took note, and the second room was spacious and spotless. One stressful hiccup was an extra €128.50 mistakenly charged to my card. Staff don’t work at all on weekends and have limited weekday hours, so it took a few days to sort out. They eventually acknowledged the mistake and refunded me, which I appreciated. Everything else was great. We’ll definitely stay here again next time we’re in Berlin. Still five stars.

The apartment was really large and nice, and the location was excellent. The main problem was the elevator to the first floor. It was out of order for all five days we stayed, and the notices made it look like the problem might be permanent. That’s a hassle with suitcases or health issues, and the website hadn’t mentioned it. A couple more pillows on the bed would’ve been nice. There was only one soap for both the sink and the shower.