Estrel Berlin

Upon arrival, I was met with a disorganized and overcrowded reception area, where I was forced to wait for over 30 minutes to check in. This was an unacceptable start to an already anticipated unpleasant experience. I was charged an additional 70 for my 9-year-old son, despite the fact that this was supposed to be included in the room price. This is utterly inexcusable, especially considering the exorbitant room rate of 160 per night. The room itself was poorly designed and cramped, and my son was only given an additional, flimsy, and unattractive mini bed, which was both uncomfortable and aesthetically unappealing. However, the most distressing aspect of my stay was the deplorable air quality in our room. On the second night, my son, who suffers from asthma, became severely affected by the strong cigarette smoke permeating the room. Our clothes, hair, and belongings were all stinky. Even the hotel lugagge staff who assisted us in moving to a different room at 11pm acknowledged the unbearable smell. During the check out and despite our numerous complaints, the reception staff exhibited an apathetic and dismissive attitude. Their only offer of compensation was a "free breakfast" or a coffee to-go, a gesture that fell far short of addressing the severity of our grievances. I am deeply disappointed with the overall service and substandard accommodations provided by your hotel. The lack of attention to detail, the failure to accommodate my son, and the insensitivity to my son's health concerns have left me with a deeply negative impression. I will never return to your hotel, nor will I recommend it to others. I demand a full refund of the room rate and a sincere apology for the unpleasant and unacceptable experience I endured. I trust that you will take my concerns seriously and take appropriate action to address the issues I have raised.,