Numa Berlin Drift

5 Stars for Image, 0 Stars for Accountability My experience with this hotel has been extremely disappointing and financially damaging. I initially made a refundable reservation, but due to last minute mandatory professional training I was required to attend, I missed the cancellation deadline and immediately informed the hotel. Customer service ( I could hardly contact ) told me that I would only be eligible for a refund only If I made “a new reservation on the same day”. I was effectively pressured into reorganizing an international trip at the last minute in order to secure the promised refund. Trusting this representation and acting in good faith, I made a second booking under considerable stress. The hotel confirmed in writing that the refund for the first reservation would be processed within 21 business days. However, more than two months have now passed and no refund has been issued. As I was unable to attend the second reservation either, I have effectively been charged twice for accommodation I never used. Despite multiple attempts to resolve the matter, I have received no meaningful assistance, no accountability, and no clear resolution. Communication is handled almost entirely through AI-based systems, making it extremely difficult to reach a “real human” representative. If you stay at this hotel and encounter an “unexpected issue”, do not assume that you will be able to speak with a real person. Even if you do manage to reach someone, I strongly recommend ensuring that the steps being taken are transparent, accurate, and fully compliant “with the law”. After this experience, I find it difficult to reconcile some of the extremely positive reviews here with what I personally encountered. While I cannot verify their authenticity, the noticeable contrast between my experience and certain overly enthusiastic ratings raises legitimate concerns!! Due to the financial impact and the unfulfilled written refund commitment, formal legal proceedings have now been initiated to resolve this matter. Think wisely! Regards;

Staying at this hotel was a truly awful experience. This is not hospitality - it’s human storage. Everything seems fine until something goes wrong - and then you’re completely on your own.||The first night, I was locked outside the hotel for half an hour around midnight because the entry code didn’t work. The support team struggled to fix the issue and basically turned me into their technician - asking me to send videos and troubleshoot for them. I eventually got in only because another guest happened to enter, not because the staff managed to solve the problem.||The second time, I was locked outside my room for 30 minutes with no response at all from their WhatsApp “support.” I was already looking for another hotel at that point.||There’s no real service here - and when something goes wrong (and it will), they take no responsibility and offer no compensation for the inconvenience and stress they cause.

Very easy to find and check in, great room: lovely views, so clean, tea&coffee supplies, great shower, a/c, everything we needed. Comfortable bed, lighting was good and loads of space. Very close to the underground, easy to cycle to centre of city. Highly recommend.

Great location just 1 minute from the U-Bahn and walkable to many bars and restaurants. A 12-minute walk to KaDeWe and many other shops and sights. The rooms were clean, showers large and warm, and Nespresso machine came with an unlimited supply on the first floor. We especially enjoyed the free day pass to Holmes Place Fitness, which was an incredibly nice gym and sauna a couple stops away on the U-Bahn in Potsdamer Platz. Wifi also worked great and beds were clean and comfortable.

Rooms are tidy. Noone around as you get a code to enter the building and ur room. Very nice appartment's would recommend this place. Water, tea, coffee and milk all here for our arival. Very nice touch.

4 stars instead of 5 because there was noise (from the pipes? Or AC?) in my room constantly in the night, quite distracting. And there's no toilet in the lobby and no available sockets or charging stations. A bit annoying when you have a late evening/night travel and want to come back to the locker. Otherwise, superb location!!! Very well connected to the city. The room was very clean. The code access was smooth throughout my stay. I enjoyed my stay.

Once a great choice to stay in the heart of Berlin Schoeneberg, but the good days are over and that for many reasons.||Product:|It clearly needs a renovation. Tiles in the shower and (open) bathroom were loose. The shower fills with dirty water and the cover for the drain slowly swims away once water hits. I had a balcony room this time but the chairs were dirty and again partly broken. It is a non-smoking hotel but with ashtrays on the balcony that were not cleaned before arrival.||Service:|The cleaning staff is friendly but does not speak English or German. My Vietnamese and Mandarin/Cantonese is too rusty in order to communicate. While Numa ´s approach is digital, the online chats are answered by AI Agent chat bots, multiple answers that do not fit the question and it takes time to get through to a live agent (who then is always helpful). ||Strange:|A couple on a different floor was removed from their room, and as I was told based on Numa ´s terms and conditions but without any pre-warning or possible discussion for a resolution, only the above mentioned AI Agent was available. Don ´t get me wrong, it is important to enforce house rules and terms and conditions, we all have them in our businesses. But sending a security guard only, speaking bad German and nearly no English should not be the prime choice for a hospitality company. At least this „happening“ became the talk of the night in the bars around.||Conclusion:|I have the privilege to spend my career in hospitality and have learned from the best. As a GM for many hotels I have seen (I believe at least) nearly everything and I also enforced my house rules. But always with a discussion and very qualified staff to deal with particular situations. I also suggest that when you want to go digital, to first think processes and quality of response better through. Especially for a company that had a data breach twice now for me, resulting in phishing links from various countries. I have canceled my next 3 stays at Numa (yes I was a fan) and have advised the travel manager in my business to not further authorize stays at Numa. Very sad, but if anyone but some random AI reads or at least analyzes the shortcomings, it could be a good starting point to re-think the meaning of hospitality and quality.

Numa was shocking bad and discriminating experience! I’m a travel professional myself and I stay half of my time in hotels around the World; some months more than half of the time! ||||Numa Drift and Numa Stays as company promotes themselves as place which respects diversity and which is openminded; in their premises they tell that they love houseparties. But the reality is totally opposite; they don’t hesitate to kick out gay people out from their premises during the big gay events in their neighbourhood from slightest mistake on their ‘house-rules’.||||They kick out people during the Folsom Festival without letting them to find a resolution and they also refused to refund for the cancelled days. Their representative threatened by police if the guest were not out after 5 minute packing time. With bad English and not good German they were yelled “out out, Numa is not this kind of place, police come”. We didn’t know if it was because they saw us as gay?||||We were in total shock about how disrespectfully and degrading they handle any situation with their customers. With all of my baggages sitting outside in the park I was just thinking that this can’t be really happening. ||||They didn’t give any warnings about possible issue, nor did they allow any possible resolution to correct any mistakes. They have now confirmed that any unregistered visitor in their premises will lead into immediate cancellation of the stay without compensation!!! Imaging having your business partner there for any meeting! It would be a catastrophy to your reputation! ||||We have never ever treated so badly and disrespectfully than what happened by Numa.||Naturally I can’t recommend this hotel for anyone when attending Schöneberg areas events or meeting friends.