Paul‘s Hotel Review for
The Westin Grand, Berlin
General Impression: 🐑🐑
Details:
Check-in / Check-out
Check-in Process: 🐑🐑
Check-out Process: 🐑🐑🐑
Concierge Service: 🌿
Staff @ Front Desk: 🐑🐑🌿
Bonvoy recognition: 🐑🐑
Room / Bathroom:
Bed, quality of sleep: 🐑🐑🌿
Bathroom, Shower: 🐑🐑🐑
Room Atmosphere: 🐑🐑
Cleanliness:🐑
Food & Beverage:
Breakfast: 🐑🐑🐑🐑
Bar: 🌿
Restaurant: 🌿
Lounge: 🐑, No Lounge
Staff: 🐑🐑🐑
Paul‘s Mix:
Pool, Spa: N/A closed due to COVID
Hotel Location: 🐑🐑🐑🐑🐑
Mojito Rating 😜: 🌿 bar closed
General Customer Care: 🐑🐑
Staff attitude, responsiveness: 🐑🐑
—
🐑 = a lot of work needs to be
done
🐑🐑 =o.k, but you will be
busy with corrections
🐑🐑🐑 =
it’s good, nothing special
🐑🐑🐑🐑 = high level but the
icing on the cake is missing
🐑🐑🐑🐑🐑 =
leave me here!
🌿= Half a Point/sheep
—
Sothis review is a little different and more difficult to write because of the current COVID situation.
We have lowered our expectations a lot due to the current situation but from experiences we already have made (restaurant visits, dinner, bar visits, as well as business meeting events at hotels with Apero and Breaks with coffee and sweets we still had some expectations especially for a hotel which was almost open for the entire time and the size of the Westin Grand Berlin. We also knew that Marriott Bonvoy has allowed to pause/suspend the perks which come along with the Status.
All in all the stay was far away from being pleasant and I would not recommend to book the hotel for a leisure trip at the moment until they have picked up a lot.
Every Moxy or Ibis Budget would have done the same or better job.
The only thing which was Grand was the Price compared to other hotels from the Marriott Group even it was still cheap.
But now let's start with the review.
Actually we had booked the Berlin Marriott Hotel for our stay. Unfortunately they called us about a week prior our arrival and told us that they will not re-open in time and that we would be rebooked. We had the choice between the Sheraton and Westin and we did choose the Westin.
This stay was our 9th stay at the Westin Grand Berlin and the 17th stay in Berlin over the last around 3 years.
So back again at this hotel which is perfectly located in downtown Berlin. A lot of the sightseeing can be reached within walking distance.
When we arrived at the property with the car, the hotel looked deserted and abandoned. When entering the lobby it was rather dark and super cold in sense of feelings.
The check in was okay and strange at the same time. First of all I was astonished as there was no plexiglass on the counter between me and the agent. The agent was wearing a face mask. Every
little kiosk or shoe store has such a plexiglass nowadays. During our stay we asked and they said it will be delivered.... Just strange everyone else has it. It looks more like a cost saving
measure as the hotel is open for weeks and this measure was implemented even before the lock down.
We were alone and the agent was super stressed, quiet and wasn't able to look at my face. He was paralyzed to stare into the screen and do stoically his things. No questions like "how are you?", "Welcome back" and no recognition of Bonvoy Status. Simply robotic.
The Bonvoy Ambassador Elite benefits do not really count at this property and never really have.
We did receive the room upgrade and the welcome points as we had a rate including breakfast.
This City Westin has no lounge and there is no lounge compensation or drink vouchers offered.
At the Moment there is no concierge, business express, valet parking and bell boy service available.
Check out was ok.
We were informed at check in that the entire F&B (Bar, Restaurant, Terrance) is closed.
Breakfast will be served in the morning in the lobby.
How can it be that the Hotel keeps the entire F&B closed? So we asked and the answer was because of the hygiene concept. Well then you would not be allowed to serve breakfast
either.
Almost every Restaurant, Bar and Terrace around the Hotel is open and running. The Westin Grand has a huge terrace in front of the building, the tables in the lobby correspond already the
physical distancing rule but no. So here too I think they kept F&B closed for cost saving matters.
We were given one of the beautiful Junior Suites which usually are very comfortable and have a great atmosphere.
The Interior is rather timeless with some small modern accents.
Unfortunately everything which makes the room warmer such as plants, pictures and decoration has been removed.
There is no more atmosphere in this room.
Housekeeping, well, were should I start.
Unfortunately during the first night our air-conditioning didn't work properly. So we went to the reception the next morning. The lady was very helpful and did send maintenance in the
afternoon to check the room.
The next night it was still to warm for us so we decided to remove the top duvet and sleep with the linen and the middle layer duvet. Well the next morning we were shocked when we saw how the
middle duvet looked like. It was full of stains... Yellow stains... Exactly where the middle of a body would be.
I made some pictures (see attached) and went to the reception. The front desk manager was present and he handled the case very well and professional.
After the 3rd night we arrived back at the hotel around 19:30. Our room wasn't made so no house keeping came. I went back to the front desk and told the agent. She said I should have been
informed during check in that there is no house keeping. I told her well there was house keeping after the first and second night.
She looked at me and said in a snappish tone "so you are one of them who insists in house keeping!" I said yes that is why I am in a hotel.
She looked at us and said well there is no one anymore in the house. Do you need anything?
I told her I would be fine it is just a feedback and I would be happy to receive the green choice points for that night as the room wasn't cleaned.
Breakfast was really stunning and well organized. Instead of a buffet they serve every table an etagere with fresh fruits, cheese and cold cuts. A nice basked with different bread and
croissants. You can order some egg dishes and coffee / tea is served. (See pictures) Well done on the breakfast and it shows once more that F&B would be possible.
Staff was nice and helpful.
Dear The Westin Grand, Berlin why are all your screens (TV, infomercial, information screen in the lobby, info screens in elevators) switched off? It gives your customers such a bad feeling. It seems shortly before closing the property, unwanted, switched off!
Dear The Westin Grand, Berlin and all other hotels. All what your customers want is a little bit of normality.
We don't care if there is a plexiglass at check-in, if waiters wear masks and tables are physically 1,5 to 2 meters apart. We know that. What we want is some normality going back to a
hotel.
Only customer service, dedication and passion for what you do will show that. Otherwise this situation will feel even worse.
Even considering the post COVID situation and when looking around, the hotel provided a super poor service and especially a bad customer service.
I could have stayed at a Moxy and would have received the same service for half the rate.
Westin Grand it is wrong to open, trying to keeping the hotel open if you aren't providing a service. It feels like being ripped off.
Would I recommend the Westin? No I would not recommend the hotel at the current stage and if F&B isn't reopening.
There is other choices in Berlin and especially as a Status customer (Platinum/Titanium/Ambassador Elite) the Westin has nothing to offer.
Westin Hotels & Resorts Marriott Bonvoy Marriott International
#westinberlin #westingrandberlin #westin #westinhotels #marriottbonvoy #marriottintl #marriottaddict #hoteltester #hotelreview #hotelenthusiast #hotelphotography #hotellovers
Notes:
- Paul the Sheep does not get any benefits from the Hotels/Airlines etc.
- Paul will always pay for the services in order to be able to rate freely and truly about the experiences.
-If you are interested in more details, please send me a private message and I will be happy to share.
