Hotel Pet Friendly di Brandenburg, Germany

I am writing to formally document a series of service failures, inconsistencies, and a safety concern experienced during my recent stay at IntercityHotel near the airport in northern Germany. Upon arrival, I encountered unprofessional conduct at reception. Despite the desk being empty, two staff members failed to acknowledge me appropriately, avoided eye contact, and instructed me to wait in a dismissive manner. Although self check-in machines were available, no guidance was offered. I had to identify and request to use them myself, receiving only minimal and inattentive responses. During my stay, I requested a basic item (a box of tissues) from housekeeping, which was never delivered. This reflects a failure to fulfill a simple and reasonable guest request. More concerning was the inconsistency regarding late check-out terms. I had agreed with a morning receptionist (Amy) on a late check-out until 3:00 PM for €35. However, when I reconfirmed this with the night receptionist, I was informed that check-out was only free until 1:00 PM and that each additional hour would cost €50. This contradiction indicates a lack of internal coordination and transparency. As a result, I was compelled to leave earlier than planned. Additionally, my interaction with breakfast/lounge staff was inappropriate and unprofessional. I was met with visible irritation (sighing, dismissive tone), condescending remarks regarding my order, and poor service delivery. The coffee provided was of unacceptable quality (containing grounds and served in a visibly dirty cup). A request for almond milk was handled with reluctance and discourtesy. The final remark, “enjoy your coffee,” was delivered in a sarcastic and unprofessional manner. Importantly, I also encountered a safety issue in the room: I found a piece of broken glass on the floor at the entrance of the bathroom. This represents a clear lapse in cleaning standards and poses a risk of injury, which is unacceptable in any hotel environment. While I acknowledge that the room was otherwise clean and comfortable, with good air conditioning, and that the bathroom facilities and breakfast offering met expected standards, the overall experience was significantly undermined by repeated service failures and the aforementioned safety concern. The pattern of behavior observed suggests deficiencies in staff training, internal communication, quality control, and basic service standards. This falls below what can reasonably be expected from a hotel operating under a recognized brand. I trust this complaint will be taken seriously and reviewed internally to prevent similar experiences for future guests.

I got off the train took the elevator up stepped outside the terminal and saw already the bright entrance of intercity Hotel Berlin AirPort. What else could you wish for with two huge and heavy pieces of luggage, it can’t be better than that. Very convenient to stay if you have an early flight or want a super relaxed start the next day. Room was clean and tidy, seems still very new. Nothing to complain about 😎👍🏼

The hotel is conveniently close to the BER T1 entrance hall. We arrive by train for the night to catch a flight next early morning. Walking distance is below 5 min. Out room was exceptionally clean, looks very modern and had - to my surprise - excellent soundproofing. Also the bathroom and shower were very clean. From the noise of the airplanes is very few to hear. We Also very clean was the spa/sauna area. It's a mixed sauna and open til 22:00. Restaurant is in the hotel, a 24/7 Rewe supermarket in the BER entrance hall. Great stay for one night.

Das Zimmer war gemütlich, das Bett war ohne Befund, der Fernseher schön groß, ich fand den Kühlschrank sehr gut. Das Bad war schön und sauber.

Freundliches und aufmerksame Personal Ruhige Lage Ruhiges Zimmer Bett bequem

Sehr große geräumige Zimmer im Vergleich zu anderen Häusern, sehr gemütlich eingerichtet. Das Gastronomieangebot rundet jeden Abend ab

Ruhig, dezent, modern, sehr geräumige Zimmer und außerordentlich freundliches Personal! Gerne wieder!

Wunderbar! Mein letzter Aufenthalt ist bereits viiiiiele Jahre her, dem Hotel sieht man es aber nicht an. Besonders ist das freundliche, aufmerksame aber unaufdringliche Personal zu erwähnen. Man erkennt, Jedem hier liegt es am Herzen, dass man sich als Gast wohlfühlt, entspannt genießen kann und gern wieder kommt. Nach dem aktuellen Aufenthalt frage ich mich tatsächlich warum es so lange gebraucht hat, dass ich wieder da war, obwohl ich gerade im Winter viele Wochenenden in Hotels mit Spa genieße. Gibts was zu verbessern? Einige Saunen sind je nach Besucherzahl etwas klein und es könnte mehr Duschen geben. Wichtig ist aber das Alles funktioniert hat und es keinen Wartungsstau gab. Ich komme gern wieder, sogar bald.

Very good experience

Super convenient for a quick overnight stay, close to airport. Shuttle service available for 3.50€ from hotel to airport. Cosy and homely feels.. free coffee and soft drinks available at lobby. 👍🏼