Schloss Köpenick

Fin frukost och hjälpsam personal .

I have stayed with Adina more than 20 times over the past 3.5 years. This was my first stay at Hackescher Markt, and it seriously damaged my trust in the brand. My flight to Berlin was cancelled. I contacted the hotel immediately and explained that I could not arrive until the following day. I was later told at reception that the hotel manager had declined any goodwill, and the first night was charged in full even though I could not use the room. I understand that the cancellation deadline had passed. My criticism is the complete lack of flexibility and judgement towards a long-standing returning guest in circumstances entirely outside my control. The handling afterwards was even worse. A senior Adina supervisor offered to raise the matter internally and later specifically asked to speak with me by phone. I immediately made myself available. More than four weeks later, there had been no call, no update and no follow-up. This is not really about one hotel night. It is about how a hotel treats a loyal customer when something goes wrong and whether assurances from senior staff can be relied upon. Adina kept the revenue from an unused night, but its handling of the situation damaged loyalty built over more than 20 stays. Genuine hospitality, judgement and reliable follow-through are demonstrated when something goes wrong.