Hampton by Hilton Berlin City East Side Gallery {DEU}
Nov 28, 2018, 6:28 am
#1
Original Poster
Join Date: Jan 2015
Posts: 101
Hampton by Hilton Berlin City East Side Gallery {DEU}
I recently spent three nights at this Hampton. The hotel had opened two weeks prior to my stay.
There were several issues, including fire alarms going off (not routine tests), the gym not open (builders still working inside) and the lifts out of order at random times of the day.
The rooms were fine and spotlessly clean. But for a business trip where the use of meetings room area was important and some down time in the gym, it was a pain to leave the building due to the alarms and walk up to my 7th floor room.
Would I be reasonable in claiming under the 100% satisfaction guarantee or am I being petty?
There were several issues, including fire alarms going off (not routine tests), the gym not open (builders still working inside) and the lifts out of order at random times of the day.
The rooms were fine and spotlessly clean. But for a business trip where the use of meetings room area was important and some down time in the gym, it was a pain to leave the building due to the alarms and walk up to my 7th floor room.
Would I be reasonable in claiming under the 100% satisfaction guarantee or am I being petty?
Nov 28, 2018, 6:44 am
#2
Join Date: Feb 2013
Location: DCA
Posts: 7,769
I think that conceptually, a claim is valid in that the property does not sound like it was fully completed or able to operate in a manner which one would expect of a functional hotel. However, I suspect that the pushback you will receive on this forum is that you stayed the full three days with these persistent issues rather than raising the matter on site and seeking resolution there (such as through a transfer to another property). When people suffer through issues for many days and then seek compensation after the fact, it is perceived by some as opportunistic rather than born out of a desire to truly resolve the issue (which would have to have happened on-site).
If you did try to address the issues while there but just did not state that here then that is an important part of the story which is missing.
If you did try to address the issues while there but just did not state that here then that is an important part of the story which is missing.
Nov 28, 2018, 7:30 am
#3
Original Poster
Join Date: Jan 2015
Posts: 101
Hi, thanks for the response.
The lift, gym and fire alarm issue was for everyone, not just me and there was very little that could be done about it. These were not personal issues so the Hilton team would have been aware of them. Notices were put outside the lifts and a note on the gym door.
They offered a courtesy drink in the bar.
But you’re quite right, I could have moved to a different property. But there was a reason why I stayed at this Hilton and that was to be close to the Mercedes area. The next Hilton is 3-4 miles away.
The lift, gym and fire alarm issue was for everyone, not just me and there was very little that could be done about it. These were not personal issues so the Hilton team would have been aware of them. Notices were put outside the lifts and a note on the gym door.
They offered a courtesy drink in the bar.
But you’re quite right, I could have moved to a different property. But there was a reason why I stayed at this Hilton and that was to be close to the Mercedes area. The next Hilton is 3-4 miles away.
Nov 28, 2018, 7:41 am
#4
Join Date: Feb 2013
Location: DCA
Posts: 7,769
It sounds to me, then, that even once aware of this property's shortcomings, you did the cost/benefit and decided that the advantages of this property outweighed the downsides. While I'm usually strongly on the side of the guest in these matters, I have trouble advocating for that position here.
Nov 28, 2018, 7:49 am
#5
Original Poster
Join Date: Jan 2015
Posts: 101
But the property still didn’t offer the advertised services. Some “shortcomings” can be inconveniences and not give 100% satisfaction (as per the guarantee) but that doesn’t mean one must always move property or accept the dissatisfaction in its entirety.
I could argue that if I accepted a move to another Hilton with working lifts, a gym, and no fire alarm, I would then have to put up with the inconvenience of travelling to the original area, which could then be another claim under the guarantee.
I could argue that if I accepted a move to another Hilton with working lifts, a gym, and no fire alarm, I would then have to put up with the inconvenience of travelling to the original area, which could then be another claim under the guarantee.
May 28, 2021, 11:12 pm
#9
Join Date: Aug 2014
Location: Europe
Programs: BAEC Silver; AerClub Silver, Hilton Honors Diamond
Posts: 315
They are both good. They have similar standard rooms, compact bathrooms with good shower. Both offered breakfast better than the average Hampton. I would suggest to choose based on preferred location. Both are few minutes walk from public transport.
May 30, 2021, 7:06 am
#10
Join Date: Aug 2011
Location: Berlin
Programs: Meow Mix
Posts: 1,434
I am not really a big breakfast person at any hotel so this will be a choice based on location as suggested for each half of the trip - thanks!
May 31, 2021, 1:03 am
#11
FlyerTalk Evangelist
Join Date: Aug 2008
Location: Usually in SAN or Central Europe.
Programs: AA:EXP/1MM. Accor/Radisson:Silver; HH:Gold; ICH:Plt Amb.
Posts: 22,307
Depending on what you plan on doing while you are there, you might just find yourself always going over Alexanderplatz (or connecting there) if you end up staying at the East Side Gallery location. However, WarschauerStr. station is only 3 stops away from Alexanderplatz station (5 or 6 minutes). So, I guess it might just come down to the price each property is charging for your stay (if it's coming out of your own pocket).
May 31, 2021, 1:12 am
#12
Suspended
Join Date: Oct 2019
Posts: 569
Yeah, but the East Side Gallery location is not good. You'll be much more flexible off the Alexanderplatz location. There's really no point staying at that Hampton as long as the area is dead due to all the club closures and such.
Sep 23, 2021, 8:10 am
#15
Join Date: Feb 2013
Location: DCA
Posts: 7,769