Hotel Johann in Berlin

My wife arrived alone at Hotel Johann at 5 pm for a prepaid stay. The property was locked, check-in was entirely self-service with nobody on site and the street outside had heavy road construction and limited lighting. Cars don't access the property so there was quite a bit of walking with luggage to be done before arrival. She did not feel safe entering an unattended property in those conditions. After finally entering her room, she decided to book elsewhere and left immediately, before 6 pm or within an hour. We did try to reach the hotel by phone without success at first (Management later apologized for this) and only later managed to get through and receive instructions on how to be let in (apparently there was an email with self check in instructions). By then, the combination of poor lighting, walk in the dark, waiting to be let in, road construction works, and lack of staff presence had already made the arrival experience quite distressing for first-time Berliners. Management (Celia) later explained that the construction is naturally outside their control (though this could be communicated to guests in advance) and that the self check-in system is standard for late arrivals (even at 5 pm ?) and declined any refund because the booking was prepaid and outside the free cancellation window. In our view, when a guest has genuine concerns around safety, access, and lighting and leaves straight away, a partial refund or gesture of goodwill should be considered. Three stars because communication was polite and we had done extensive research on this place before picking it, but we would not return. If management feels like I have left something out of my review, I am happy to review it.