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Diana's complaint against NH Hotel Group
Complaint about not getting any sleep for the 3 night stay
Complaint against NH Hotel Group
As this hotel, nh Berlin fredrichstratte was booked as a 60th birthday gift from our daughters for a 3 night stay, we paid in full on the nh website in advance. When we arrived on the 28/4/17 we were directed to a room that wasn't our allocated room by the make receptionist, he offered this room as a better choice? We went to the room no 607, we could see the huge train station across the road, and during the day the noise was subdued with background noise of people in the hotel etc. When trying to sleep the noise was relentless, 24 hours a day, I had to ring reception at 01.00am having not been able to sleep and Micheal agreed to help us in the morning change rooms. We rang first thing having an especially noisy and disturbed night and as I have MS I have to take strong medication but even this did not allow me to rest as the noise was so loud. The morning we were advised to return at 01.00pm and that a room on the 4th floor would be held for us overlooking the courtyard, the male reception staff with glasses and heavy build, we arrived back with our bags packed again as requested and the room was not available and we would have to store our bags. Very unhappy and when we did finally return to obtain a key for a room as we had no room access and couldn't even have a fresh wash, we were given room 604 opposite our original room and promised by the mature female receptionist that we would receive a quiet room and sleep, This did not happen for the duration of the 3 nights and this along with the packing/unpacking and again to change rooms affected our enjoyment especially as I am unwell and it affects my mobility if I am unable to rest in the night. Altogether appalling stand when we checked out yesterday, a young dark haired friendly female receptionist asked if I had a good sleep and I had to advise no and she was really unhappy that no one had done anything to help us and she asked me who I had spoken to and he was stood next to her and she apologised but it was too late. As we will not feel able to return due to the unfair way that we were treated, I would like some form of receompesnse for the unnecessary problems that the staff could have helped.
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