Mercure Hotel Berlin City West in Berlin

Where do I start?!

Upon arrival, the receptionist stated they upgraded us. To our surprise we was shocked at what we saw. First of all the hotel photos online are nothing like the hotel. The room was very standard and quite Erie. There was burns in the carpet, the TV didn't work and the window had a gap causing a huge draft to the point we had to ask for an electric heater just to warm up the room. The pillows were paper thin, when asking for another one at reception we was told NO and that we get what we are given! We stayed there for 6 days and not once was our room cleaned. We was woken up once at 6am by the cleaner walking into our room but that was the only time I ever seen a cleaner. We was also told that the hotel did food and had a restaurant and during our whole stay not once was it open! Why offer food when it isn't open?! A fire alarm went off to which everyone was evacuated and it was very unorganised. No one told us where to go nor what happened but instead left us outside in -5 degrees for over 40 minutes without a clue of what was going on.

Overall, average hotel and certainly not worth the money! We won't be back

I booked a two-night stay at Mercure Hotel Berlin City West (3–5 November 2025) and paid in full.

Due to unforeseen circumstances, I could not arrive on the first night, but I arrived at the hotel on the second night for check-in. Despite having a valid reservation and full payment, the hotel refused to check me in, stating that no room was available.

I was waiting outside the hotel and provided proof of my arrival, but the staff did not accommodate me or offer any solution. No refund was given for the unused night.

This experience was very disappointing, especially as it was a business trip. I hope the hotel management addresses this issue seriously and ensures that paying guests receive the service they booked.

This is not a 4-star hotel. They should rename this one Mercure Budget or something.

The room was just okay. The bed is okay, but the air conditioning is just bad. We've turn the settings to the max fan speed and the lowest temperature and there were no air comming out from the ac. We did ask for another room, but it's the same there also. Apparently it's all the same on every room because they turned off the AC during summer or something like that.

And the breakfast was very not 4-star like. Even most 3-star hotels in germany has a lot more options of foods and stuff to offer. Unfortunately this is the one of the worst hotel I've booked in Germany

Honestly I don’t understand why it’s classified as a 4-star hotel. First, there is no room service, and they clean the room once every 2-3 days. On my first day, while checking out the room and the toilet, I found urine all over the toilet seat!!!!!!!! How unclean and messed up is that. Moreover, I had to ask the staff member to fix the room key(card) like 4 times because it kept on malfunctioning. The fridge was absolutely empty, for a four star hotel, the minimum is to include beverages and water to say the least+the coffee packets present are decaffeinated….whats the point of the coffee then…? How is this considered a FOUR STAR HOTEL and it doesn’t even have a gym????!?!? And on top of all of that, the internet is HORRIBLE, you cant even have a normal video call on any app. And as a cherry on top, I ordered food from external restaurant and I asked the hotel for cutlery……….They gave me a wooden fork and a spoon that was flat. I am very aware that this is to be eco friendly but the least they could do is maintain their quality and service for their tenants!

To be fair…the breakfast buffet is very good.

To be frank, the hotel has potential, but for sure, more organization, decency and professionalism must be implemented for tenants to have a more pleasant experience.