We stayed at The Social Hub Berlin from October 3 to October 9. The location is excellent and the room was perfectly fine, but unfortunately our first experience at reception seriously affected our entire impression of the hotel.
At around 3 PM on October 3, during check-in, I misunderstood an English sentence spoken by a receptionist named Tessa. Instead of simply repeating or explaining it, she spoke to me for several minutes in a harsh, aggressive and condescending manner, in front of my wife. I felt humiliated and extremely uncomfortable.
Later during our stay, I asked her another question and once again found her unwilling to help. Because of this, I do not believe the first incident was simply a brief misunderstanding.
I cannot know her intention, but the way I was treated made me feel singled out and discriminated against. As an international guest, feeling this way within minutes of arriving at the hotel was deeply disappointing and overshadowed many of the hotel’s positive qualities.
I want to be fair and also thank another male member of the reception staff, who was friendly, smiling, respectful and extremely helpful. Our experience with him was completely different and exactly what we would expect from good hospitality.
The hotel itself has a great location and decent rooms, but the way a guest is treated at reception matters enormously. I hope management takes this feedback seriously.