On arrival, no help parking our car with a roof box, despite my writing to the hotel four days before check in and again that morning. No help with luggage, no welcome. Completely disengaged staff.
We checked in around 20:30 and nobody could help us with food. The hotel advertises room service until 22:00, but there was none, and no menu in the room. We ordered pizzas via Wolt.
Breakfast was good, and the Level 7 executive lounge staff were professional and helpful.
The concierge was of no use and could not print tickets for Berlin public transport. His reception colleague had the same poor attitude. Duvets were replaced on request.
Check out was digital, at least. But although we set it for 09:30, our room cards died at 09:00, so we lost time getting new ones on a busy morning. Walking through reception with three large suitcases, three employees stood behind the desk. Not one offered help. All three just stared blankly. Something is wrong here.
We stayed in the so called Presidential Suite, the hotel's largest and most expensive. The standard does not match the price: several stains in the carpets, a shower door hanging loose and genuinely dangerous to use, and an interior that is anything but contemporary. My guess is the last president to stay here was Erich Honecker.
One star at most, and it goes to the lovely staff on the 7th floor.
I recommend looking elsewhere.