Ibis Berlin Mitte in Berlin

First of all I would like to thank the front desk team for their good service.

I really hoped that I wouldn’t have to start writing critical public reviews but as my complaint has been completely ignored in Ibis & Accor feedback channels I feel obliged to warn everyone that if any problems occur during your stay you won’t get any compensation and you won’t be provided with information on how to file an official complaint. Terrible terrible customer service.

What happened to our group of 4 females staying in the hotel for three nights:

We were woken up in the middle of the night by a very loud noise that sounded like it’s coming from tv, radio or central loudspeaker. The sound was very loud and disturbing but it only lasted a few seconds. It was so loud that even people with earplugs woke up. It sounded like a short dialogue from a tv show. The tv was not turned on. Second night we looked at the time and it was at 4am. Two women of our party were quite scared because of this and the first night it happened they thought a man was in their room. That is a very scary situation for a woman. The person at the front desk checked if we could change the rooms but the hotel was fully booked.

I contacted the customer service according to instructions received from the front desk as well through some other channel and got a generic, probably AI generated answer apologizing and informing me that the problem is solved and that it was caused by some problem with televisions. The problem was not solved during our stay. So we were not able to sleep properly during our whole three night stay. A proper sleep is the only truly important thing when staying in a hotel. So I won’t be staying in any Accor hotels anymore as I now know that if something goes wrong you won’t be compensated. And even though I travel a lot for business and pleasure I know my decision makes no difference but I want to warn everyone that this is how they treat their customers.

Unfortunately one of the worst stays I had for a very long time as a frequent traveler, so many issues both nights and caused a lot of inconvenience and unpleasant stay. Also no compensation or apology for all these conveniences.

Only positive thing: the location, I lived in Berlin for years in the same area so it’s convenient and safe. I hope they’re able to improve the hygiene and cleaning of the rooms in the future.

For reference, I booked a premium room with view:

If you’re light sleeper and can’t handle 35+ degrees, you should know that the “A/C” system is so old that it does not go below 26 degrees (as explained by the receptionist on my checkout), needless to say, it was difficult to breath, sweaty nights, busy traffic noise from 3:45am with windows open and therefore no sleep for two nights cuz it was 35+ degrees outside

Had so many room issues from lack of hygiene and cleanliness (found several gross hair in the shower), clogged shower, broken phone line, card keys kept deactivating and caused several reception visits (yes I kept it away from my phone).

The two stars for service goes to the friendly Japanese young man helped me switch to another room and apologies on behalf of the hotel and the breakfast team.