Hilton Berlin

Great experience in Berlin first time perfect facility and pool

The location and physical aspects of the hotel were good. However, the service, especially from the night manager, was HORRIBLE. We booked 3 twin rooms. Note that the price is different between twin and double rooms. We arrived late at night due to flight delays and were very tired. During check in we were told that there were no more twin rooms because the hotel was full. What's the point of paying more for twin rooms if the hotel does not reserve them for us? When we asked for an extra bed to be added, we were told that there isn't enough space for it. This is not true as we had already been inside the rooms and they were big with lots of space. After much haggling and after the night manager put on a show by going in to the hotel's office for a few minutes, he came back to say that he can change one of the rooms and put in an extra bed. We were still not satisfied and so we insisted that the hotel can do something to rectify the matter. After doing another round of putting on a show, the night manager came back and said that he can now add and extra bed to another room and would also give us a 50% discount for 2 of the rooms. In addition, he said that we could take the 2 bottles of mineral bottles (these are chargeable) for free. The fridges in the rooms have sensors to detect if the drinks there are taken. The next day we checked with the reception to make sure that we would not be charged. The lady who assisted us checked and said that there was a note saying that we would not be charged. When I got my credit card statement, I found a charge for the 2 bottles of mineral water. 16 euros. Ridiculous. Throughout this ordeal, I must say that the night manager's attitude and manner were really bad. For example, I don't remember seeing him smile at all even when he first came to talk to us about the rooms. Our holiday was marred by this. Hilton is a high class brand of hotels but the service leaves a very bitter taste in our mouths.