Hotel De Rome Berlin in Berlin

Never again Hotel de Rome

I'm extremely disappointed with the service I received at Hotel de Rome today. I had planned a special birthday celebration for my best friend on their roof top terrace, and I called two weeks in advance to make a reservation. I was told that a reservation wasn't necessary, but I insisted on making one to ensure everything was perfect and they promised me again, that it was not necessary so I trusted them.

When we arrived at 2:30 PM today, we were told that the terrace wouldn't open only at 4:00 PM due to the heat. We waited and returned at 3:50 PM, only to be told by a female staff member in a red dress and dark hair that we needed to wait in the lobby until someone escorted us to the terrace.

No one showed up, and when we asked the staff member again, she became hostile and told us that there was no problem, except for the one we were creating. She then walked away.

We were then directed to another staff member at a stand-up table, who informed us that we couldn't access the terrace without a reservation. I explained the situation, and she apologized but couldn't help us.

We were extremely disappointed with the service and the rude staff member in the red dress. We ended up going to our regular hotel, the Hotel Adlon Kempinski, where we received a warm welcome and enjoyed coffee, cake, and champagne.

If you're looking for genuine hospitality and 5-star service, avoid Hotel de Rome and head to the Adlon instead.

Overall the roof top terrace was a huge disappointment, after getting our first drinks, they never came back to ask anything nor responded to us asking for service. The other guests were also ignored, at least 5 other tables that no one ever came back to and they also got up and left. We waited for more than an hour, so we paid our bill and left. I told the waiter that I can understand there was a very large table and that all the staff were running to cater to them, but with 8 waiters at a 5 star superior establishment, the service definitely doesn't reflect this. Please read your reviews for the Roof terrace because this seems to be common practice of your staff to treat customers this way. It's disrespectful to treat well paying customers this way.