Mercure Hotel Berlin City West

This was a business trip, and the experience was very disappointing. I booked and fully paid for two nights at Mercure Hotel Berlin City West (3-5 November 2025). Because of unforeseen circumstances, I couldn't arrive the first night, but came to check in on the second night. Even with a valid reservation and full payment, the hotel refused to check me in, saying no room was available. I waited outside and showed proof of my arrival, but staff didn't accommodate me or offer a solution. I wasn't refunded for the unused night. I hope management takes this seriously and makes sure paying guests receive the service they booked.

The breakfast didn't feel like a 4-star offering. Even most 3-star hotels in germany have many more food options and things to choose from. This is one of the worst hotels I've booked in Germany. The room was just okay and so was the bed, but the air conditioning was bad. We set it to the lowest temperature and maximum fan, yet no air came out. We asked for another room and had the same issue there. Apparently it's the same in every room because they turn off the AC during summer or something like that. This isn't a 4-star hotel. They should rename it Mercure Budget or something.

Room service every 3 days was fine for us, and the location was decent, fairly close to U7. The room had stale air, so we ran the aircon at max and kept the windows open. Breakfast seemed expensive, so we went to a nearby bakery, as we usually do at hotels. There was just one elevator for everything. The bar was probably the worst I've seen: it closes very early, and staff usually have to go look for the bartender somewhere, if they can find her. Better to buy a beer from the reception fridge. Even knowing those issues, I might still come back for the price.

To be fair, the breakfast buffet was very good. The hotel has potential, but it needs more organization, decency, and professionalism for guests to have a pleasant stay. I don't understand how this is classified as a 4-star hotel. There was no room service, and the room was cleaned only once every 2-3 days. On the first day, while checking the room and toilet, I found urine all over the toilet seat. The key card kept malfunctioning, and I had to ask a staff member to fix it about 4 times. The fridge was completely empty, without even drinks or water. The coffee packets were decaffeinated, so what's the point? I also couldn't get a normal video call to work on any app because the internet was horrible. I ordered food from an outside restaurant and asked for cutlery, but they gave me a wooden fork and a flat spoon. I understand the eco-friendly reason, but they still need to maintain their service quality. And how does a 4-star hotel not even have a gym?