AC Hotel Berlin Humboldthain Park

I am extremely disappointed in the level of customer service at this hotel. I asked to speak to the General Manager while there, and kept being told he was too busy. I emailed him directly, detailing my experience and he never bothered to reply to me. My horrible experience is as follows. I tried to chat with the front deck on the Bonvoy app in the morning of my check in to see if an early check in at 1pm was possible. I have rarely had this be a problem and get a response within a few minutes. Hours went by and I never got a response. I arrived at the hotel at 130pm and I was told no rooms are ready, I would have to wait. I asked how long it would be and the front desk employee, told me 3pm is the guaranteed check in time. I asked if there were any restaurants he would recommend nearby as any Bonvoy property I have stayed at around the world has recommendations or a list to provide. He told me, “go to the main street, go left, there’s lots to pick from”. I again asked if there were any recommendations, he said no, just pick one… I asked if there are any tourist maps of the city, he pointed to the empty bin in front of me, when I mentioned it is empty it seemed like a large bother for him to have to find more behind the desk.I returned to the hotel at 3pm, which is the GUARANTEED check in time and was now dealing with Mahamat. He told me still no rooms ready. I asked how this is possible, 3pm is the guaranteed check in time and you can’t even give me a time for when my room will be ready. I was given excuses of the hotel was full the night before and most rooms had been given late check out. How is this an acceptable excuse when you cannot accommodate people checking in for that night. It is unacceptable! I asked to speak with a manager and was told by Mahamat there is no manager on duty. He did not try to coordinate with housekeeping to get my room ready next, he refused to give me a time line and would also not answer to the fact that GUARANTEED check in time is 3pm. I was forced to wait around in the lobby, not offered any compensation and only after he offered a drink to another guest also waiting to check in, and me confronting him why I did not get offered anything, was I offered a non alcoholic drink. I kept checking back every 30 minutes, no updates, he couldn’t tell me he checked with housekeeping to make my room a priority since I was waiting. I wasted an extra two hours of my day; it was close to 5pm before I got my room. When Mahamat finally told me a room was ready, he said it was a room with two twin beds, I booked a king room! This further proves his incompetence and thought after making me wait two hours past check in time, a different class of room would be acceptable rather than specifically asking housekeeping to get a king room ready by 3pm in the first place. I again said I wanted to speak with a manager and a female at the desk said she would leave a note about my room but nothing was ever done. I have stayed at countless Bonvoy properties all around the world, have been gold elite member for 10 years, and I have never encountered such rude, incompetent staff like the ones employed at this property. This was a beyond frustrating experience and I truly wish I chose a different property for my stay in Berlin. I asked for the general managers direct email when I checked out as he would not meet with me while I was there. I sent him all of this information and never got a reply…

Great stay! The hotel was clean and comfortable, but the standout was the amazing service. Special thanks to Aigerim and Berg for their exceptional hospitality and attention to detail. They made our visit truly enjoyable. Highly recommend this place and will definitely return!”

Good hotel, nice staff.Unfortunately, parking is a big problem.Parking spaces must be bookable in advance.

Hotel OK, unfortunately the cleanliness of the room is not optimal. "Woll mice",Cleaning glove parts on the floor, beds made very “roughly”, shower gel/soap dispensers were empty.Planned coffee bags not refilled.Great location at the subway station,Breakfast was rich, service there and at reception was very friendly,

The staff in the house are all very committed and friendly and try to make their guests' stay as pleasant as possible.The hotel makes a nice impression from the outside.The lobby is also well maintained and the breakfast was sufficient for me.I was full and had everything I needed for breakfast.The cleanliness in the room was a disaster.Since the cleaning company changed three days ago, I hope that the rooms will be cleaner in the coming days.I had a room on the 8th floor facing the train station and street.It was very loud and I could hear everything from outside.

Absolutely suggest staying at the AC. From the moment we walked through the door the staff was friendly and assisted us with recommendations of places to eat. Our room was neat and tidy with a small cut fresh fruit tray. We opted for breakfast at the hotel the staff for breakfast was Berk, Mia, and Aiegerin, they were consistently on top of everything and always making sure that we had what we needed. These individuals truly made our experience exceptional! The actual breakfast that was offered was fantastic consisting of; fresh omelettes made to order, boiled eggs, fresh fruit, a variety of cold cereals, as well as sliced meats, cheese, and some vegetables, along with an entire bread bar complete with jams and honey.

We spent 2 nights here. Attentive employees, great service, great breakfast, rooms very clean and comfortable. Good connection to public transport. Gladly again 😊

Hotel good. Friendly staff, good breakfast, modern clean bathroom. The area around Gesundbrunnen is not for nighttime walks.

Considering the price and the brand, I didn’t feel this hotel was up to standard, though it did cover the basics. While opinions on the surrounding environment may vary, the strong scent of cigars that hit me upon entering the lobby is definitely something that could divide guests. I respect freedom of religion, but the large Jehovah’s Witness sign right behind the building didn’t sit well with the hotel either. The check-in process was also far from smooth. There was only one staff member at the front desk, and they spent over 15 minutes dealing with a single guest. To make matters worse, two people jumped the queue in front of us, and we, along with those behind us, were left confused and waiting. When it was finally my turn, the staff member failed to explain the forms I had to sign, and in broken English, he told me to sit at a table and use a translator if I couldn’t understand. I couldn’t help but feel disrespected by the whole interaction. The cleanliness of the hotel was another issue. I stayed in a small room with two dead flies that wasn’t cleaned up for days. At this point, I’m not sure what I expected when I booked this place. Having been a loyal Marriott customer for years, always appreciating their reliable service, this was without a doubt the worst hotel experience I’ve ever had.

Room service and food were great.The location was perfect, everything is within walking distance.In the evening I was at the bar, where I was served very friendly and professionally by a very nice man (Bilal).Gladly again and again.