IntercityHotel Berlin Airport Area North in Schonefeld

The room wasn't cleaned at all on the first day. The refrigerator didn't work for two days. There was no result after my first request, and the technician only showed up after two days."Last day the elevator was not worked

I am writing to formally document a series of service failures, inconsistencies, and a safety concern experienced during my recent stay at IntercityHotel near the airport in northern Germany.

Upon arrival, I encountered unprofessional conduct at reception. Despite the desk being empty, two staff members failed to acknowledge me appropriately, avoided eye contact, and instructed me to wait in a dismissive manner. Although self check-in machines were available, no guidance was offered. I had to identify and request to use them myself, receiving only minimal and inattentive responses.

During my stay, I requested a basic item (a box of tissues) from housekeeping, which was never delivered. This reflects a failure to fulfill a simple and reasonable guest request.

More concerning was the inconsistency regarding late check-out terms. I had agreed with a morning receptionist (Amy) on a late check-out until 3:00 PM for €35. However, when I reconfirmed this with the night receptionist, I was informed that check-out was only free until 1:00 PM and that each additional hour would cost €50. This contradiction indicates a lack of internal coordination and transparency. As a result, I was compelled to leave earlier than planned.

Additionally, my interaction with breakfast/lounge staff was inappropriate and unprofessional. I was met with visible irritation (sighing, dismissive tone), condescending remarks regarding my order, and poor service delivery. The coffee provided was of unacceptable quality (containing grounds and served in a visibly dirty cup). A request for almond milk was handled with reluctance and discourtesy. The final remark, “enjoy your coffee,” was delivered in a sarcastic and unprofessional manner.

Importantly, I also encountered a safety issue in the room: I found a piece of broken glass on the floor at the entrance of the bathroom. This represents a clear lapse in cleaning standards and poses a risk of injury, which is unacceptable in any hotel environment.

While I acknowledge that the room was otherwise clean and comfortable, with good air conditioning, and that the bathroom facilities and breakfast offering met expected standards, the overall experience was significantly undermined by repeated service failures and the aforementioned safety concern.

The pattern of behavior observed suggests deficiencies in staff training, internal communication, quality control, and basic service standards. This falls below what can reasonably be expected from a hotel operating under a recognized brand.

I trust this complaint will be taken seriously and reviewed internally to prevent similar experiences for future guests.