Pension Thomas

Booked this property for a two day stay. Messaged at the time of booking, asking for an accessible room as I am a wheelchair user. No response so I asked again. I was attracted to this pension as it offered free cancellation for up to 7 days before arrival. This was attractive as I sometimes am unable to travel for health reasons. I had to chase again a few days later, but by now, it was not free to cancel. They stated their rooms were 2nd floor and they had no lift making it totally unsuitable. I requested a refund through Booking.com, as had they responded immediately, I would have cancelled for free. Refund denied so they can clearly respond if they can be bothered. A truly bad experience.

We stayed in two hotels during our trip and we had completely opposite experiences in both - our first place was very friendly and accommodating, offered us coffee and sat us down asking us what we're in Berlin for, if we want a map of the city and to highlight interesting spots, if we wanted breakfast tomorrow etc... In this place (Pension Thomas) the door was locked at 2pm when we were meant to check in, there was a guy outside smoking who didn't seem to speak English at all but just gave us 3 keys whenever he finished his cigarette without explaining what any of them were for, walked upstairs and pointed at our room. That was the last interaction we had with him and we didn't see any other staff after that point. There was no mention of if there was any wi-fi, we had to find the showers by walking around and randomly knocking on closed doors. Judging by the reviews going back as far as 2014 this seems to be a common issue that they are not going to change

- strange staff... during check-in time the door was closed, only after a phone call someone came down to open the door, and he was looking like just woken up (at 2 pm), yawning and looking unpleasant in a T-shirt and shorts; - someone lost the phone in the property, the were searching bags of everyone leaving,was not so nice to show them my underwear, furthermore my completely and nicely packed stuff was messed again; - I wouldn't recommend.