Both myself and my friend were planned to stay at Ibis Hotel Postdamer Platz for four nights on a recent trip, and our trip, which inevitably ended in refund, was that disappointing i’ve felt the need to share our experience. After travelling 11 hours, understandably we were very tired. We received a prompt through our Booking agent to let the hotel know what time we would be arriving, and then we received confirmation of our planned arrival, so naturally we assumed there was a possibility we might be able to check into our room earlier than the stated 3pm check in. We arrived at 11am, and were immediately greeted with very rude, abrupt members of staff. We were told our room would be ready within the hour, which was obviously very understandable and reasonable and since we were exhausted from our journey, we decided to stay in the lobby and wait as we were in no fit state to venture out. Hours passed, so we asked if there were any updates, and staff kept saying 15 minutes - again, in a very blunt manner. It got to around 3:30 and other guests who arrived were checking in with no issues, and nobody thought to come and let us know, despite waiting in plain sight to reception for almost four hours. As we did get there early and it’s not in our nature to kick up a fuss, we let this slide, however, then our key cards didn’t work and we raised this to a very reluctant member of staff that didn’t want to help at all, and when we eventually got into the room our air con was broken and the room was exceptionally hot, other guests kept trying our door handle and whenever someone left their room our door rattled really loudly. We were so tired at that point, we decided we had no other option but to complain. We asked to speak to a manager in a very polite and kind manner, only to be met with a very rude and defensive manager who didn’t apologise for our experience once, was adamant we weren’t getting a refund and was not sympathetic in the slightest about our experience, despite not complaining about anything once prior to this occasion. Another member of staff also sarcastically made a remark ‘Good luck finding anywhere else’ - which i think was honestly so unnecessary given that we were just tired and wanted a room we paid good money for. Luckily, we found somewhere else, but I just wanted to share this experience with Tripadvisor viewers, as I honestly would not recommend this hotel at all. As a note to staff, being sarcastic, defensive and outright rude to customers blatantly just wanting an apology for a room that wasn’t hot, loud or in-explicitly not what we paid for isn’t a way to resolve an issue! On a side note, we found a much better, cheaper hotel in Jannowitzbruke called The Social Hub - would definitely give these a shout instead, same budget and infinitely nicer people!…
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