diana

Review of Hotel nhow Berlin

nhow has permanently changed my impression of nh ....

nhow has permanently changed my impression of nh ...

so far, nh has always stood for pleasant and hospitable for me. How is different ... and so much not how ...
I have never felt so unwelcome in an nh hotel.

hard to book 100 on the credit card, in a paid room, as a loyalty customer, booked via a customer tariff, you could yes ... no.
and not the simple pre-booking, but hard with pin entry. note, i am a long-standing customer, was it stated that this would be the new guideline, i have to understand that you have had too many bad experiences.
Well, I don't have to, think I'm not responsible for the bad experiences, except that I'm just having an unpleasant one. I was then told, very annoyed, that you knew that, that you would be told several times a day. nice that i'm there, that the employee can complain to me as a guest that other guests complain to him because his company has a new policy ...

i understand the anger of the employee.
But I understand even better why the guests are not happy.

customer request - allergy bedding, was not only not fulfilled, but I was allowed to have a long discussion about the fact that it is actually feather bedding, and yes, there are really feathers in it. - The discussion only ended when I offered the employee that we can bet over 3 months' salary ...

when the bedclothes were exchanged, the employee put the duvets on my clothes. it's good that I had a replacement in my suitcase.

my personal highlight: housekeeping comes into the room without knocking. apparently puzzled because the key card was next to the door and the light was on, they asked if the mini-bar could be checked. yes, i was sitting on the toilet, which is only separated from the room by a frosted glass. In response to my very clear NO, the question as to whether it could not be brief ... it took 2 more NOs.

(oh yes, I just leave out the other examples, not able and unwanted, so as not to type more ...)

ADDENDUM:
oh yes, until just now the rating was still 2 stars,
it has just lost the last one.
Why:
I have a short break at the conference I'm here, full of service designers and customer experts. want to go to my room to get something. key card does not work.

so to the counter.
there the notice that I should stand in the (long) queue.
so instead to the concierge.
he says, I don't have to queue for that, which I know, only the staff at the counter disagree, they just put me in the queue.
a ray of hope: i see the trainee who was with me yesterday at my check-in, tell him the card doesn't work, it was only activated for one of the two days.
He wants to fix it and is reprimanded, he is not allowed to do that without having his name and ID given, although he knows me personally.
break time: 20 minutes. Time to get access to my room again: almost 15 minutes.
visibly annoyed as I walk back to the conference, the concierge asked why i am annoyed, and he told me that that would be a guideline here. I shouldn't get upset about that.
I think I was able to make it clear why I no longer like to hear that's just how we do it :

the nhow in berlin moved ALL positive experiences of the last few years to the once upon a time -land for 2 days. a shame.

the only praise goes to the new trainee. friendly, polite ... hope he can keep this. or find a house where you value these skills.

@Paolo Rodriguez:
- I wasn't part of a group.
- I booked as an nh customer with a single booking.
- do you think it is OK to come to my room UNANNOUNCED and to discuss whether you can now go into the room while I am sitting on the toilet ?!