Holiday Inn Berlin City West by IHG in Berlin

Absolutely Appalling – Avoid This Hotel at All Costs!

Staying at Holiday Inn was one of the worst and most traumatic experiences of my life. During my stay, my wallet was stolen by the cleaning staff, and it had 800 euros in it. I was in complete shock and distress. I immediately went to the front desk for help, hoping for at least a shred of empathy. Instead, I was met with two rude, cold-hearted women who couldn’t care less about my situation. They didn’t even have the decency to look me in the eye while I was speaking.

Their response? "We trust our staff" and "This is your problem, call the police" – not a trace of concern, not even a basic effort to assist someone who just had a significant amount of money stolen in their hotel. I’m not from Germany and wasn’t familiar with how to contact the police there, so I asked one of them to help me make the call. She flat-out refused, without hesitation. The lack of basic human decency and professionalism was staggering.

To make things worse, the hotel doesn't even have security cameras. Yes – no cameras in a hotel in 2025. That’s terrifying. And when I expressed my outrage, one of the receptionists had the audacity to scold me, asking why I hadn’t locked my money in the safe. Really? Whether it was a wallet or a pair of sunglasses, your hotel failed at the most basic task: making your guests feel safe.

On top of the theft and their heartless attitude, the room was disgusting. The sink was clogged, the whole place smelled awful, and the level of hygiene was absolutely unacceptable. Again – no one cared, no one even tried to help or fix the issues.

If you’re looking for a hotel that values its guests, keeps you safe, and treats you with an ounce of respect – look elsewhere. Holiday Inn not only ruined my trip, but made me feel helpless, disrespected, and completely abandoned in a foreign country.

Shame on you.

Went in for price on room 2 nights. Price well over Internet price. Poor guy behind counter totally apologetic, said yes cheaper to buy on line. WHY EMBARRES MEMBERS OF THE PUBLIC AND PUT GREAT STAFF IN EMBARRASSING SITUATIONS. MANGER GET THINGS SORTED. THEY WONDER WHY THEY CAN'T GET STAFF. WHEN THEY ARE THE FRONT LINE... AGAIN GREAT HOTEL

Room was so dirty. I will post some pics. So the first day we arrived a bit late, we saw immediately a package of condoms on the floor 😨 disgusting. The room was dirty in general, especially the toilet. They obviously don't clean the rooms properly, because the condom was a little bit under the bed and it was dusty as well. We never ate in the room, but there was a red stain 😱. The hotel needs to modernize definitely. The pillows are really uncomfortable.