H2 Hotel Berlin-Alexanderplatz in Berlin

On December 22nd between 8:00–10:00 PM, I had a very frustrating experience with the front desk regarding a simple request for a kettle.

After calling to ask for one, I was told someone would come to my room to check. I waited 30–40 minutes, then called again and was told the staff had already come and knocked, but I was in my room the entire time and did not hear any knock. I then asked if they could come again and was told it would take about 30 minutes. To avoid any misunderstanding, I opened the door and sat next to it for 50 more minutes, still no one came. I called the front desk again; the phone was answered and immediately hung up without allowing me to speak. So I went downstairs in person and was told there was no kettle and I should wait until the next day. I explained that I had already waited nearly two hours after being told someone would come. Only then did the front desk go find a kettle for me.

What makes this experience unacceptable is that a kettle clearly was available, yet the front desk just didn't wanna solve problem for me. Throughout the entire process, there was no apology, and the staff’s attitude was unprofessional, impolite, and disrespectful (I have recordings). I am not asking for special service, but basic honesty and professionalism. If kettles are not provided, guests should be told directly instead of being made to wait for hours.