GINN Hotel Berlin - Potsdam

We brought one of our school groups here and it worked out perfectly. The rooms were great, breakfast was incredible, and there were shops and restaurants nearby. Brilliant hotel, we’ll definitely come back.

The staff were kind and the hotel was excellent. On Sundays, though, breakfast had no bacon or dark brown bread 🥲. The other days were perfect. I also had to call the front office a couple of times because the license plate recognition failed when I was using the parking area.

The whole thing left a sour taste, even though my stay itself was wonderful. I’d booked through booking.com for 24-25 October 2025 and arrived at 3:30am. The receptionist said the system had cleared the booking and marked me as a no-show, so booking.com charged a no-show fee. I was confused because I’d arrived before the reservation ended at noon. The receptionist couldn’t reverse the status and suggested I pay privately, keep an invoice, then dispute the fee with booking.com. I followed that advice, stayed the night, and sent in the invoice as soon as I got it. Ten days later, I’d paid the hotel privately but hadn’t seen any notice that the fee had been cancelled, so I called booking.com on 4 November 2025. They told me GINN had said no refund was due because I’d supposedly made several reservations and failed to show for them. That’s simply untrue. I hadn’t made multiple reservations, unless they counted the private booking I made on their receptionist’s advice as another one. I went to GINN that same day to find out what had happened. The receptionist already knew about my claim and repeated the accusation instead of recognizing that the private booking was caused by their system’s inefficiency. I had to stand my ground and explain it again before the receptionist called a manager. The manager eventually gave me a cash refund as a “one off exception.” This could have been a five-star review. GINN handled an honest misunderstanding unfairly, instead of acknowledging the issue and communicating properly with a repeat customer. If I’d left Potsdam before 4 November 2025, I wouldn’t have got my money back, since they wouldn’t acknowledge my position through booking.com. I hope management takes this seriously and lets front desk staff change a no-show to arrived when someone turns up early in the morning without notifying the property. It would leave guests with a better impression and make things easier for people coming back from events late at night, who intend to check in but run into GINN’s odd cutoff rule. I’d still recommend the hotel, but if you might check in early in the morning or late at night, be aware of how GINN may handle it.

We had our company party there and it was a nice place with a beautiful setting. The food was good too. Hesham was a super nice server and showed extraordinary hospitality.