Mercure Hotel Chateau Berlin am Kurfuerstendamm

First of all please be clear that this hotel is not perfect, the decor is quite old and the breakfast was very ordinary (and a little understaffed). However this is why I am giving it 5 stars: reception were friendly and helpful, and most importantly the combination of price and location is excellent value for money. And moreover the location is really nice, good for a stroll, with loads of nice parks and restaurants. We didn’t really know Berlin, but wanted to be well located for both the Olympic stadium and the city centre sights, and this hotel fits the bill. And it is only 5 minute (pleasant) walk from the nearest S Bahn station. Would stay here again.

Good location, friendly staff, quality breakfast, level hygiene...

We booked a Superior room for 3 people. Was presented with a room that looked like last stop before the tip for the furniture and fixings. The room booked was not what was provided. Holes in bathroom door on both sides of the door. Water damaged doorframe and skirting boards to the bathroom. Bathroom sink had cracks and hole in it. Floor in bathroom had signs of water having left lime scale on the floor. (So not cleaned properly) No toiletries in the bathroom as advertised. Dirty brown tray with leftover food residue in room with paper cover to hide dirty tray for cups and kettle. Mini bar was empty and dirty. Room had a faulty air condition unit that would make sounds every few min even when turned off. Instead of being provided a room with three single beds as booking stated. We had a room with a noisy sofa bed that had a cover resembling a camping blanket inside a duvet cover. (No duvet) we asked if we could have another duvet as the one was just not enough to keep a child warm. We informed staff of holes in door and bathroom issues… was told that they could not do anything about it. ( there was no attempt to offer a different room.) When questioning staff if we had received the right type of room we were told yes. (This room that I have video and photos of does not meet the 4 star rating it is advertised as.) The floor lamp had a lampshade with hole in it, only discovered it when we had to investigate where all the ants in the room was coming from. Ants in the room is the final straw… When ants was discovered in the room at 10pm on our last night. We were met with an awful attitude from the member of staff on duty. He told us that we just have to accept it and that there was nothing the staff could do. They had no spare room to move us to. I am a mother traveling with two children. This was totally unacceptable to even suggest that we had to put up with ants in the room. It was only after 3 hours at 1am in the morning and a written complaint and phone call to Booking.com That the same staffmember that was not going to help us suddenly like magic had another room that meet the initial booking requirements available. The result of the poor service, room quality and lack of respect has resulted in the fact that we will never be coming back and we will never be advising anyone else to stay at this hotel. As frequent travelers we will be avoiding this hotel chain. The hotel is not providing what they advertise and the service is below a 3 star standard. I will go so far to say that if this is a 4 star experience then staying at the Raffles hotel in Singapore was a 6 star experience. I will be posting photos and videos on the internet to warn others to not book their stay at this hotel. The fact that I have not been contacted by management to address the issues raised not just by myself directly but by booking.com confirmed the impression I have gotten.

The sofa bed in the family room was very uncomfortable. Our room had loads of ants in it and we had to move room.

Your team was very friendly and always helpful.it's very important!! The room very clean every day!!thank you.we hope we will come back very soon.