The Ritz-Carlton, Berlin

Our stay left us with mixed feelings. From the moment you arrive, you can feel the hotel's luxury—the staff outside are outstanding: professional, welcoming, and eager to help. Unfortunately, that excellent first impression disappears as soon as you reach the front desk. We had informed the hotel in advance that we would arrive a little before the official check-in time. We arrived at around 2:00 p.m., and the receptionist told us that we were lucky because our room was already ready. However, we were later informed that the room originally assigned to us was not actually ready, so we had been given a different room instead. That was the reason why none of our previously requested preferences had been prepared. Despite informing the hotel of our requests before arrival, none of them had been taken care of when we entered our room. From 2:00 p.m. onwards, we repeatedly asked for a baby cot, but it was only delivered at around 7:00–8:00 p.m. Even worse, no one answered the phone at reception, so during our stay of less than 24 hours, I had to go down to the front desk four times to resolve issues that should have been handled before we arrived. Only after my third visit were our requests finally fulfilled. The breakfast, however, was exceptional—delicious, with a great selection of high-quality food, and the restaurant staff were excellent. Overall, the hotel has many strengths, but when you stay at The Ritz-Carlton, Berlin, your expectations are naturally much higher. Unfortunately, this experience proved that not every Ritz lives up to the reputation of the brand.

Every time I think of Berlin from now on, I’ll think of The Ritz-Carlton with nothing but warmth and gratitude. What made this stay truly unforgettable wasn’t just the beautiful hotel.. it was the incredible people who made it feel like home. A huge thank you to Tommy for going above and beyond from before my arrival and throughout every single day of my stay, always taking that extra step to make everything perfect. Grateful! Mira at the front desk brought such a genuine smile and cheerful energy that brightened every interaction, and Tabea, without a doubt, is one of the best concierges I’ve ever met, guiding me to the most wonderful places and making my time in Berlin so special. To the entire team, thank you for your kindness, care, and hospitality. You are the heart and soul of this hotel, and you’ve made Berlin a city I’ll always associate with warmth, comfort, and wonderful memories. I can’t wait to come back and see you all again.

I would like to recognize the exceptional professionalism of Ms. Sarah Krolik, Head Receptionist at POTS Restaurant. While planning a special surprise dinner for a friend, Sarah went above and beyond to help bring my idea to life. She was incredibly attentive, thoughtful, and proactive, offering wonderful suggestions and taking the time to ensure every detail would have made the evening as special as possible. It was the little details that truly stood out. Sarah even sent me a champagne list in advance so that a bottle could be waiting at the table upon arrival, and she suggested thoughtful ways to make the table feel extra special for the occasion. Every recommendation was made with such care, class, and elegance, making me feel that nothing was too much trouble. That level of thoughtfulness and genuine hospitality is rare, and it left a lasting impression. It’s been a long time since I have encountered someone who demonstrates such genuine care, warmth, and dedication to creating a memorable guest experience. Her level of professionalism, grace, and attention to detail is truly refreshing and reflects the highest standards of hospitality. Thank you, Ms. Krolik, for your kindness and outstanding support. The Ritz Carlton is fortunate to have someone of your calibre representing its guests’ first impression. Exceptional service begins long before guests are seated, and Sarah is a perfect example of that.