Michaela Škultéty
Google
The place itself is fascinating, a unique mix of urban decay, graffiti, and panoramic views over Berlin. But our visit at the end of July was a deep disappointment due to poor communication and unprofessional handling of a problem. We came specifically for the Declassified exhibition, which was clearly advertised on the official website and included in the admission fee. After paying full admission, we discovered inside that the exhibition was closed, with no prior notice online or at the entrance. We went back to the cashier, who didn’t even know it was closed. She had to make a phone call, after which she simply said: “It’s closed today,” offering no explanation, apology, or compensation.
I contacted the organization the same day and was kindly offered a refund. I replied immediately with my bank details and a bank-confirmed proof of payment, and explained, openly and reasonably, that I no longer had the paper receipt. Then came three weeks of silence. When I followed up, I was told that a refund was not possible without the receipt, even though the payment confirmation I had sent was official, clear, and more precise than any paper ticket. Together with the confusion and lack of accountability on site, it only adds to the impression of poor organization and missing professionalism.