Michel K.
Yelp
This was the worst hotel stay I have ever experienced.
Our last night in Berlin, my girlfriend, our 11-year-old son, and I stayed at the Nhow in Friedrichshain. From around 23:00, we were disturbed by loud noises from upstairs, which escalated into screaming and shouting at about 01:00.
We tried to ignore it, hoping it would be over quickly, but the noise kept returning, and we kept trying to fall asleep again. We also had a little boy with us, so we did our best to do nothing and just hope everything was okay. Most guests wouldn't go immediately to the desk in such a situation.
When it all escalated again at 4:45 am, we hoped it would end soon, but it only got worse. After four hours of being awake, I called the front desk. The girl on the phone just said they would check it and then hung up.
The screaming stopped temporarily, like it did all night, but 45 minutes later, it resumed and was followed shortly after by fighting.
My girlfriend then went downstairs to report the situation again and ask for a refund, as we had been unable to sleep all night. They told her they couldn't do anything and that they weren't allowed to evict anyone. Nobody came upstairs, and it was already 6 am.
After another period of ongoing chaos, I called again, now really upset, because nothing had been addressed. The staff only appologized but said they couldn't kick the guests out. At that moment, my son was crying and scared from all the yelling, shouting, and fighting.
Our entire night and stay were ruined. In the morning my girlfriend went down again very tired from not sleeping and angry because nothing was done about it. The people at the frontdesk just said they also wanted to check out the story of the guest above us as if we lied about the whole night and called, go down, called again , go down and staying up all night for fun or so. Then my girlfriend got mad of course. And Said we would leave bad review on the internet and left.
Later on, I also sent them an email with our account of what happened. The reply I received was unbelievable--full of contradictions and completely opposite to what they told us that night. In their email, they claimed they were with the guests and told them to vacate the room when they continued, despite having told us twice that evicting them was not possible. They also stated that someone went upstairs, but when that person was there, everything was quiet; now they tell us they were really at the door. In the morning, they said they first had to talk to the guests to see what they did. So, the email was filled with conflicting statements.
At the end, they even accused my girlfriend of trying to blackmail them by threatening to leave a bad review. To say this after a sleepless, stressful night with our scared son is incredibly unfair and shows how little they care about their guests.
We have never had such a terrible hotel experience. Our son was frightened by the yelling, fighting and loud noises. The only explanation was this " The hotel itself provided every service you booked and we acted on the troublemakers who are merely guests of our hotel."
Providing every hotel service? That's a complete joke. We didn't get any sleep, our son didn't feel safe, and nothing was handled properly.