Lux 11 Berlin Mitte

I've flown over 2 million miles and stayed abroad in over 30 countries and this is without a doubt THEE WORST hotel I've ever come across. They don't even have staff on-site to assist with check-in, parking, check-out. Just school children working at the coffee shop next door that claim they aren't even apart of the hotel. Not worth 20 a night, let alone the 150 they charge.

My daughter, a young woman travelling alone, unintentionally overslept and checked out approximately two hours late. We have never disputed this, nor the hotel’s right to charge a reasonable late check-out fee. She paid the €20 requested. The issue is how she was treated. According to my daughter, during the discussion at reception she was told that the police could be called if the €20 was not paid. She was left feeling intimidated and deeply uncomfortable. I raised the matter directly with management. Jonas Jost, Managing Partner, denied that any member of staff had said this and stated that he fully stands behind his employees. What I find particularly concerning is that management also confirmed in writing that the CCTV footage has no audio. Therefore, while the footage may show the interaction, it cannot establish what was actually said. Management chose to rely on the statements of the two employees involved; I stand by my daughter’s account. A late check-out is a routine hospitality issue. It can be handled calmly, professionally and with dignity. Being late does not justify making a young guest travelling alone feel intimidated or humiliated. After more than 30 years in international business, I have clear expectations regarding professional conduct and customer care. This experience fell far below them. Absolutely unacceptable and deeply disappointing.

There is only 2 reasons why I gave a 3 star review. If they addressed this 2 issues. I would 100% give this hotel a 5 star review. 1. Self Check-In via an Ipad, maybe if you live in Europe this isn't a big issue. But flying in from Australia, after traveling for 28hrs to be greeted by an Ipad isn't exactly a warm welcoming. 2. Everything you buy is done on your bank card. Again probably not a big issue for those living in Europe, but as some from overseas, the International Bank Transaction builds up. Overall this hotel is beautifully placed, lots of things to do and see within the area of this hotel. The staff at the Restaurant, Cafe and Bar are super friendly and alway willing to help or suggest things to eat, drink or things to see around Berlin.

Stayed here for three nights, and it was the ideal spot for a trip. Central and easy to get around - Self checkin process was easy. The room was good, with a big bed and and good windows. Although we had room on the first floor, there was no loud noises from the street in the evening. A bit perculiar solution to the shower, as this was a part of the main room, so if you share a room you can't be shy when showering 😅 The only thing that could be improved is the Wi-Fi. The most speed i got there was 9 mbps, and also from an IT standpoint - I would recommend that the Wi-fi be secured with a password. I ended up using cellular most of the time.