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I have stayed at 2 different 5 star hotels in Berlin in the past and both times, I had an amazing experience! So I couldn't wait to stay at the Pullman.. The lobby and the bar area looked fabulous, unfortunately the room and some of the staff didn't match my first impression! I have been an accor member for years and 9 times out of 10, I have been made to feel like a valued customer and treated special. Unfortunately at the Pullman in Berlin... not so much! Thankfully... 3 of the staff did stand out to me.. Tina at reception, the lovely bellman Albert, he always welcomed me with a smile and lastly wonderful Yassin at the Blend bar who makes spectacular cocktails! If I had to rate them as individuals it would of been 5 stars but I am rating the whole experience.

Starting with the bed, it was cery comfortable for a hotel bed. The bathroom was nice. We enjoyed having drinks at the bar. Breakfast was what you'd expect at a European hotel, fruit, coffee, patries, eggs and different kinds of meat. They can't help this but the location isn't ideal. I would recommend staying in Mitte district. This is where our tours orginate, this is where you'll find the Brandenberg Gate and Reichstag. We went to Berlin for Christmas markets. There was one within walking ditance of the hotel. We needed to take cabs or use public transit to get to Gendarmenmarkt and Charlottenburg. Dinner at the hotel restaurant was underwhelming. The shower gel bottle started off less than half full and they didn't refill it.

We were expecting so much more from this 5star hotel! We ordered two burgers , a club sandwich and two ceasar salads as well as two cocktails and all of them were terrible! Especially the burger (meat) was so well done that we had to mix it with the ceasar salad innifer to avoid the burnt taste. Such a huge disappointment as it was one day before New Year’s Eve. The stay was average, nothing too much, the only star deserving was the bed and pillows. The check in and check out also a huge disappointment, personnel without a smile, no manners and completely unprofessional as (had us waiting for more than 19 minutes without offering even a glass of water for our small kids as we were coming from a really long flight!). Will never stay there again. Paid 380 per night for a deluxe suite, value for money was ridiculously expensive!

Great location. Just turn left out of the hotel and everything is there. Friendly staff that can help you in English. Very nice pool and large sauna. None of the other hotels we stayed in while in Germany were as nice or as friendly. A large Christmas Market was just 2 blocks away.

My stay was fine but I have been trying to contact the hotel for weeks about an item I think I left there, and have gotten no response to several calls and emails. I get the sense that this is one of those huge, bureaucratic corporations that sometimes run on autopilot or just can't be bothered with the concerns of individual customers.