Axel Hotel Berlin - Adults Only

Little irritating occurrences on the service end which you wouldn’t expect for $450 a night! Three people at the front counter couldn’t find me a t.v. Remote that worked! Handed me batteries but the remote required a screwdriver to replace the batteries. They never replaced it! Also, two of the guys acted as if I were stupid and gave me major attitude. I asked for a late checkout and was told it was 10 Euros per hour which I said was fine. The guy asked for my room number to make note. The next day the lady at front desk calls me at 12:30 scolding me for not having checked out yet. I explained and she apologized. When I checked out, I attempted to tell har about the remote, their attitudes and the large window in the room which is falling off the hinges. She told me she didn’t have time to listen. I told her that I felt I shouldn’t pay for the late checkout. She said she didn’t have time to argue! I laughed and said who’s arguing? I checked into the Riu Plaza which is 1000x better. The Axel is not the Ritz Carlton. Save yourself the money. Luckily Berlin was incredible so even these things couldn’t wipe the smile off of my face. More comical than anything.

After an extended 8 day stay in 2017 we returned in July 2019 for another 8 day stay. So we got to see how the hotel worked. Although most staff were helpful and friendly, we were most surprised at Fredy, who was looking rather bored and unlike other front desk staff did not greet and smile unless we initiate a greeting. Also I find it unacceptable for any staff member to be using their mobile/cell phone ont he desk when a guest can see it. When you free, go ahead, not when I have a question and I have to wait for a staff member to finish. To really annoy me and question my stay, Fredy asked if I was a guest every time I came to the desk. I know staff may not always remember room numbers, but a face of a guest surely is not too difficult. And when Fredy stated he was the Manager, I felt he was far too rude and dismissive of a guest. By the way, I was not rude or demanding. Perhaps a little customer relations refresher training is required. After 5 recent trips to Berlin in the last few years, next trip is unlikely to be at Axel.

Booking this hotel through hotels.com via a deal “hurry ends quick”. This hotel is advertised as an ‘adults only’ hotel but it fails to mention that it is mostly a gay hotel. I have no problem with this whatsoever but when only stated in small print at the very end of the information that it is heterofriendly. With booking this on a non refundable basis when I contacted the hotel to request a refund due to the pictures on the hotel website, that were conveniently left off hotel.com website, of all gay men together. I have nothing against this type of hotel but as I booked it for a romantic trip for me and my boyfriend this was slightly disappointing. When arriving at the hotel we went to use the spa as that’s what I paid for, to be told it was Male only. After reception stating it was not just for males we went ahead and entered, to only be surrounded by completely naked men!! Not what me and my boyfriend wanted to see!!! As stated before I have absolutely nothing against this hotel but it is NOT what was advertised to me on hotels.com and I am extremely disappointed. This hotel should be clearly advertised for what it provides. I am very disappointed about the service I received!

I’ve stayed at the Two Axel which I enjoyed. I was disappointed in the Axel. I checked in Sunday. After a long flight, I usually catch up on the news and relax a bit. In my room the tv was out. The desk guy came to my room like I was too dumb to figure it out. Then he realized it was kaput. He asked me to wait until the following day to get a repair. My experience dictated I should press for a room change which was accomplished. The new room, like the last, lacked a promised bath robe and bath towels. I inquired and was told tomorrow. The laundry service didn’t make it today. Hmmm. The Heath club was a disaster. No one had tidied up for quite awhile! Finally I asked to extend my stay the day I departed. I prepaid the extra two hours, 30 Euros. Since they told me they were going to be really full, I worked on exiting my room earlier. When I checked out I pointed this out, but was told a further refund wasn’t possible because it had already been charged. Poor. Worst thing about the room are the extremely small windows limiting natural light and making the whole place feel dingy.

Hotel is situated two streets behind the Berlin Megamall Kadewe and from plenty of eateries and shops. Hotel building is colored charcoal black so is the interior rooms. Color in the interior needs abit of getting used to as it leaves the room dark/dim even during daytime. Rooms were clean and the room I was in was small but okay because I spent most of the times outdoors. Couldn't locate a wardrobe but there were drawers and high railing to hang your clothes. There is a gym with 5 stations mainly for training the upper body and free weights, with a open view to the city. So if you're creative, you can pretty much workout all parts of your body. Sauna was clean and good. Although the hotel caters to a specific crowd, it didn't really matter to me as a tourist as these same crowd of people tend to be friendlier. About the staffs, I must say I was pleased. All 4 front counter staffs I came across over the days were very nice and efficient. Some of them, I believe are Spanish? Non the less, all spoke good English.There was an even more impressive staff named Juan or John. He was an absolute professional and beats even some of the other staffs from 5 star hotels I have been to over the years. He greets you from afar, check with you if everything is alright and provides information like a breeze.