JW Marriott Hotel Berlin

Shocked to find a cockroach in such a nice hotel. But overall a lovely building with attentive staff. One day our room was not cleaned. The water glasses by the bedside in the room were also unclean on our check in. So, a low attention to cleanliness overall, odd for such a beautiful location. The bellhops were phenomenal and helpful with check in and check out. The hotel keeps a well stocked taxi stand outside, and most of the taxi drivers outside of the hotel were also very helpful and cabs here are easy to take, although one was angry at us one time and didn’t want to take us to a local restaurant and told us to call an Uber instead, but the next cab driver was very kind and helpful.

The lights in the newly renovated executive rooms are very bright, and even the small lights by the bedside are a harsh white light. There is no dimmer for light in the room, and no comfortable way to use a small ambient light in the evening. The options are very bright or very dark.

A gorgeous hotel with a fixable lack of attention to detail.

Edit: just an update that despite the hotel responding here, I also have an email chain where they have told me they would let me know what they were doing about the hotel’s cockroach problem and I haven’t heard any updates yet, so it’s best to assume that for now they have a cockroach problem and an issue with the hotel’s cleanliness.

ZERO UNDERSTANDING OF HOSPITALITY & CUSTOMER SERVICE!

My stay at the JW Marriott in Berlin was nothing short of disappointing, and easily the worst experience I've had at any Marriott property, especially a JW Marriott. The staff's nonchalance and lack of professionalism were evident throughout my visit.

Attempting to dine at their steakhouse was a frustrating ordeal. We waited a significant amount of time to be seated while inebriated individuals off the street freely walked in and seated themselves on the restaurant patio. When we were finally seated, we were informed that the kitchen was closed and no food could be ordered. To our shock, an hour later, other guests who were seated after us were able to order food from another restaurant and had it delivered to the steakhouse. When we raised this issue with the night manager, he simply brushed off our concerns and offered us a free drink, which felt like a dismissive gesture rather than a sincere apology.

The following day, I received a note indicating that a small gift would be delivered due to my concerns. When I approached the reception desk with the note, the staff claimed they had no idea about any gift and showed no interest in addressing the matter, especially since I was checking out. This level of ignorance and poor service is unacceptable and highlights why I would strongly advise against staying at this JW Marriott.

Overall, the indifference and unprofessionalism of the staff, coupled with the mishandling of our dining experience, made for a regrettable stay. I expected much more from a JW Marriott and was deeply disappointed by the entire experience.