Hilton Berlin in Berlin

Hilton Berlin – A Deep Decline After Years of Loyalty

I have been a Hilton Honors member for almost 15 years, and a Diamond member for 8–9 of those years. Sadly, Hilton Berlin has gone from a great hotel to one of the worst-managed Hilton properties I’ve stayed in.

The spa has been out of order for years with no real progress. The executive lounge was moved into the middle of the lobby, completely losing the quiet, relaxing atmosphere it used to have. The lobby itself now feels uncomfortable, with sofas replaced by basic chairs.

Service has also dropped dramatically. Almost every time I arrive, there is only one person at reception, leading to long queues. Even at checkout at 10:00 a.m., I had to wait 15 minutes because only one staff member was working — unacceptable for a hotel of this level.

Breakfast is overcrowded with no available seating. And the suite I stayed in was shocking: bad smell, toilet not working properly, broken taps. It felt like a three-star hotel, not a Hilton.

I’ve stayed loyal to Hilton for many years, but Hilton Berlin has become so poorly managed that I’m seriously reconsidering that loyalty. The brand name no longer matches the quality. Very disappointing.

I didn't have aircon for the entire time I was there. The room was extremely hot and muggy. I complained multiple times but the best they could offer me was a ventilator - I have attached and image. When I asked to be moved room the manager on duty was rude and dismissive. I asked for compensation, this too was rejected. Would never recommend anyone stay there.

Avoid this hotel if you expect quality or decent service.

Rooms:
The bathroom had mold and hair. The fridge and phone didn’t work. When I reported it, I was told the fridge should now be working (it wasn’t). A technician was offered, but I declined—waiting around in the evening to get things fixed wasn’t an option.

Spa:
Don’t expect a relaxing experience. Entry to a basic sauna costs €15. A sunbed is roped off with a “VIP” sign—pointless and never used.

Business Amenities:
There’s no dedicated workspace, despite the hotel’s size. The only place to sit was the dining hall, where I had to attempt a meeting next to people eating lunch—impossible to be heard.

Service:
The staff were polite but unhelpful. On arrival, I had to pay a €50-per-night deposit despite having prepaid everything. I was told it would be “blocked” only, but the money was actually taken from my account.

I notified reception that I would be staying alone instead of two people. They assured me the city tax would be adjusted. At checkout, I was still charged for two.

One day, I stayed in my room past noon. The cleaner was clearly annoyed and never returned, despite me asking him to come back later. A “Do Not Clean” sign appeared on my door afterward—confusing and unprofessional.

There was no inspection to ensure room amenities worked. The minibar was locked and inaccessible. You cannot call the reception to inform of the problems because the phone is not working either.

Overall:
For the high price, the hotel felt cheap. You’re charged extra for nearly everything. A bottle of water appears complimentary but only is for Hilton members. The snack shop prices are five times retail. The €38 breakfast is basic—far better options nearby for half the price.