Sheraton Berlin Grand Hotel Esplanade

"Disgusting hotel room carpets cleaning of a very poor standard. Front desk absolutely useless. Don’t even bother calling front desk they don’t answer. Towels are threadbare. On arrival there were hairs in bathroom, which were definitely not mine. I stayed for 3 nights on a business trip. The only positive is the beds were comfortable and it was quiet and seemed well sound proofed. I would avoid first Sheraton I have ever stayed in which had been such a poor standard. Rooms very dated bathroom also had mould and peeling silicone around tiles."

"A deeply disappointing experience. As a Marriott Bonvoy Titanium Elite member, I have stayed at numerous Marriott properties around the world. Unfortunately, our experience at the Sheraton Berlin Grand Hotel Esplanade was among the most disappointing I have encountered. I booked a room directly through Marriott Bonvoy for my wife and myself, clearly indicating that my wife would arrive first me during late night. What followed was an astonishing series of service failures. Check-in was a disaster. My wife was initially told that no reservation existed. Only after approximately 20 minutes and after presenting the booking confirmation was a reservation manually entered. Despite the room already being guaranteed with my credit card, she was required to pay upfront for the stay immediately upon arrival – not merely provide a credit card guarantee or pre-authorisation. To make matters worse, the receptionist refused to issue the requested invoice (as requested by her and myself during booking process). My wife was also informed that no room upgrade would be offered because I was supposedly “only a Gold member”. The booking confirmation clearly identified me as Titanium Elite. The room was unacceptable. The initially assigned room had a visibly stained, unpleasant-looking sofa and a defective washbasin. To the hotel’s credit, my wife was given another room upon requesting a change. The replacement was clean and in good condition, although no upgrade was provided. Service continued to disappoint. The attitude of the receptionist towards both my wife and me was exceptionally rude and unprofessional. A request to arrange a meeting with the General Manager was refused. Unfortunately, the restaurant experience was hardly better. Staff began clearing the table while my wife was still eating and insisted that she settle the bill before she had even finished her meal. This is not the kind of hospitality one expects from an international hotel brand. There were two positive exceptions. The room change was handled promptly once requested, and another member of the reception team later demonstrated exactly the professionalism that had been missing. She was exceptionally friendly and helpful and issued the invoice as requested without any difficulty whatsoever. This made the earlier refusal even harder to understand. Perhaps the greatest disappointment has been the complete lack of follow-up. I formally complained to both the hotel management and Marriott Bonvoy Customer Care. As of October 18 (more than 3 days after my formal complaint), neither has responded. Not even an acknowledgement, let alone an apology or an explanation. The experience was so unpleasant that I ultimately decided not to join my wife at the hotel. For a company that places so much emphasis on loyalty and recognition, the apparent lack of concern is particularly disappointing. I do not expect preferential treatment simply because of my Titanium Elite status. I do, however, expect basic professionalism, respectful treatment, clean rooms and a management team that takes legitimate complaints seriously. Unfortunately, this experience has seriously undermined my confidence in Marriott Bonvoy. I would not recommend this property and have no intention of returning."

"Everything went well. Food diverse and very good. Service unobtrusive, but kept an eye on everything. Conference room well-equipped. Public transport connection good."