Hotel Adlon Kempinski Berlin - Berlin, Germany     

This is supposed to be the crown jewel of Berlin hotels. It ain't, it stinks. Staff is totally apathetic, the place stinks of cigarette smoke (and we were in the non-smoking floor) and the room we were assigned was cramped and uncomfortable. After two days we cut our losses (hotel would not give us a refund on our one week stay booked through expedia) and checked into the Swisshotel, which BTW is absolutely wonderful. Don't stay at the "Kempi" under any circumstance.

My husband and I booked the Adlon Kempinski Hotel in Berlin, Germany for 5 days, from December 28, 2007 through January 3, 2008. We booked directly through the hotel website. Our confirmation stated "NO DEPOSIT REQUIRED", NOR WAS THERE ANY STATED POLICY REGARDING CANCELLATION. As we had difficulty receiving luggage (by the way NEVER AGAIN WILL WE FLY WITH UNITED AIRLINES) we called the Adlon Kempinski on December 25, 2007 and advised we may have to return to Canada if our luggage is lost or does not arrive, and thus, we would have to cancel our reservation. We were then advised IF WE CANCEL WE WOULD BE CHARGED THE FULL RATE OF OUR STAY, WHICH WOULD AMOUNT TO $2800 EUROS (EQUIVALENT TO ABOUT $4000 CAN)!! THEY ADVISED THIS WAS DUE TO A "SPECIAL HOLIDAY POLICY" WHICH WAS NOT OUTLINED ON THEIR WEBSITE, NOR STATED IN THE E-MAIL CONFIRMATION. After receiving our luggage (3-4 days later), we called to confirm we would be arriving. TODAY, THEY CALLED TO ADVISE THEY WERE PROCESSING THE FULL AMOUNT OF OUR STAY....WE HAVEN'T EVEN CHECKED IN!! WE ADVISED WE ARE NOT ALLOWING THE PROCESS, AND WE WILL NEVER RETURN TO GERMANY....THEY THEN "MADE A SPECIAL ARRANGEMENT FOR US" AND ADVISED THEY WOULD NOT PROCESS IT. We are frequent travellers to high-end destinations and have never come across a policy such as this, nor been treated in such an poor manner. We love and drive German cars, but thats where the love stops....it will be a very long time before we return to Germany. In all dealings with the German people it is evident they require an update in "CUSTOMER SERVICE". TRAVELLER BEWARE IN GERMANY.