Enjoy hotel Berlin City Messe

We had already reserved this hotel for a class trip and traveled to Berlin specifically to see the accommodation on-site. Unfortunately, the visit started off unpleasantly: At first, they did not want to show us any rooms. Only after persistent inquiries was a viewing possible – but only very reluctantly. We had clearly communicated in advance that this was a school group with underage students. However, on-site we had to find out that our female teenagers would have had to share the communal bathrooms and toilets on their floor with unfamiliar adult men. This solution was not acceptable for a class trip. Furthermore, we did not get the impression that the establishment was particularly suitable for accommodating young people. During our visit, we mostly encountered adult men who were apparently staying in the establishment long-term. After our return to Vienna, we communicated our requests for changes. Since this is a group trip with 22 people and a booking volume of nearly €10,000, we would have expected at least some feedback. Instead, we have received no response since Easter until today (June) – despite multiple attempts to contact both on our part and through the intermediary. Ultimately, however, the lack of communication was decisive. Those who do not respond to inquiries for months make reliable planning impossible. For this reason, we chose a different accommodation.

We booked this hotel through a hotel list of our employer and have since had it removed from the list. The rooms are extremely worn out, examples: Wallpaper only patched, no head end on the bed, wallpaper in the area brown instead of white, laminate swelled, tiles in the bathroom broken and loose, hook comes out of the wall together with dowel. In addition, my room was very small, no storage for the suitcase and from the dimensions a cot. I'm only 1.67m and had to sit obliquely on the toilet. Toilet flushing only works for the second time, shower was calcified and in the cracks mold, again no storage facility. The toilet paper is transparent. In addition, the hotel clientele is doubtful. There was noise in the hallways every night, the doors were banged or banged, music was heard in the hallway and on the first night there was a larger and correspondingly loud and frightening police operation. The staff was mostly trying, except for one lady, to get information about the possibilities in the area was not. Breakfast was fine.

Made bookings in July 2025 via the homepage for January 2026 - everything worked out so far. The payment, 1,128,00 EUR, had to be made when booking - via PayPal. Due to the necessary change of plans I had to cancel in mid-October. This is not possible via a function on the homepage, but must be done by e-mail. Then the adventure started. The response to my cancellation email was: "I have forwarded your request to my colleagues from the reservation // administration". Nothing happened! A week later, I called, and Lady A said, "She cares!". I will then receive the cancellation confirmation by email - without any statement as to whether and how and when the refund will be made. Nothing happened! A week later, I called, and Lady A said, "There is still no new processing status. The rest is out of my hands." Nothing happened! A week later, I called, and Lady B said, "I'll pass it on to Lady A." On the same day I receive an email with a screenshot and the message that the payment is supposedly refunded via PayPal. But that wasn't true - yawning void on the PayPal account. I write back that the refund has not reached me and get the answer: "I will have this examined." And now, oh miracle, a few days later the refund actually happened. That such a normal, self-evident and within the scope of the terms and conditions is made so complicated and requires so much communicative effort - that is at least embarrassing and unprofessional- Those interested in this hotel may think twice about whether they want to venture out or rather stay away from it.