Chris Stewart

Review of Hotel centrovital Berlin

Beautiful rooftop bar, pub, restaurant, gym, rooms...

Beautiful rooftop bar, pub, restaurant, gym, rooms, and location. Terrible customer service and have illegally charged us multiple times. Centrovital will go a mile to not give the customer an inch.



In short, Centrovital has illegally charged me twice for mistakes made by their employees. So, this Christmas I'm going to tell my family to stay somewhere else for 2 weeks, instead of renting 2 rooms at Centrovital. I don't want to give Centrovital any more money. They won 13 from us in the short-run, but are losing thousands from us in the next few years.



The first instance:
We signed up for a yearly membership and gave them our credit card for the contract and we were told that Centrovital would automatically take the money out monthly. Perfect. So we've been using the gym for a couple months without any problems.
Then, 2 months into us being regular users of the gym, we're told that we're a month behind on our payments. I check with my bank, there's no issues with the credit card... Then Centrovital informs me that I can only use a debit card for monthly transactions, and that I have to pay a late fee for our memberships.
I say, "wait a second, when I signed up for the membership, I was told that a credit card was alright, and you took me credit information for monthly payments." I was told, "That was a mistake and that I won't be allowed to use the facilities without paying the late fee."
Obviously this is illegal, considering you can't charge a customer for a mistake made by an employee. We talked to many people and managers and they absolutely refused to help us. We paid the the late fee (I think it was 12) and were very annoyed because we'd been illegally charged money and they refused to own up to their mistake.

Second instance;
A couple days ago I bought a new water bottle at the gym, I wanted the clear lid with the sipping top, however they had none of that lid left. I was told by the employee not to worry about and I should just ask in a couple days for the lid and they wil give me one. I said, "No worries, I'll buy the bottle now and get the lid when I'm next at the gym."
Today I come to the gym, and the employee tells me I have to pay 1 for the lid. They have to keep inventory and that the previous employee incorrectly informed me and there is no way they can give me the lid for the water bottle. (How stingy is it to scam someone out of a 1 lid?Any normal business would think, "Well we agreed to give him a lid for the bottle he paid for because we had none at the time, so we should probably give him a lid." The corporate culture is so incredibly stingy, that it makes the employees not treat the customers like human beings.)

So what it comes down to is:
- The employees are improperly trained,
- There is a corporate culture of refusing to own up to mistakes made by the company,
- Refusing to treat returning customers that have spent thousands of euros at your establishment like they important to the company.