"I have stayed at the Intercity Hotel Berlin Hauptbahnhof on many occasions. The property is well located, modern, and comfortable. I will not be staying again. This property now practises “Nickel and Dime” i.e., they wish to extract every last cent from the customer. Notwithstanding this despicable way of doing business, the facilities are being diluted to an unacceptable level and staff rudeness (which has always been an issue at this property) is now endemic.
The Intercity is NOT a budget hotel. I was paying approximately EUR 120.00 for one night. Safely storing guest luggage when a guest arrives before checkin time and/or when a guest checks out should be considered a basic part of the hotel offer. It is custom and practice throughout the hotel industry save for some very budget brands who make plain that they will charge for storing guest luggage.
Arriving at the property at approximately 12:30 I was told in no uncertain terms that an early checkin would not be possible (even though I am an H Rewards member) unless I agreed to upgrade to a so called “business” room or paid an early checkin fee of EUR 20.00. Ok fair enough, some properties can be like that. Given that it was a really nice day I just wanted to get on with my business for the afternoon and I asked the hotel to store my luggage until I returned that evening, at which point I would then checkin. I was told I had to use a self service “locker” and pay at least EUR 2.00 per hour. This is unacceptable. Nowhere on the H Rewards app is a customer warned that this property is practising such a customer unfriendly policy. It is wrong, unacceptable, and cannot begin to be justified in a hotel of this standard. The staff would not back down and the shift leader engaged in rude and abrupt behaviour (and I note other reviewers have commented on the rude behaviour of staff at this property). I am not aware of any other Intercity Hotel within Germany operating this policy. I regularly stay in Frankfurt and I have also recently had a few stays in Budapest Hungary, and this “enhancement” has not previously come to my attention.
Upon conducting some research, it appears that this property rents out its left luggage room to a third party service provider who then resells the space to customers at a premium charge per hour. This is exploitation of a customer pure and simple. A customer has no real choice but to either pay for an early checkin or pay per hour for a service considered so basic and fundamental within the hotel industry. And worst of all? None of this is sufficiently highlighted in advance to enable a customer to make an informed choice to AVOID the property. Disgraceful.
Staff were rude and abrupt and kept making reference to the “really big manager”. I do not care how “big” the manager thinks they are. They are not bigger than the customer who ultimately pays their wages. This disgraceful decision to fleece customers for a very basic service needs reviewing immediately.
The problems do not end there. Insufficient towels in the room, only one pillow in the room, and a safe that simply does not work. Get it sorted out!
From a loyal repeat customer, unless and until you start restoring basic services as part of your overall offer, this is one customer who will not be returning!
Shame on you!"
