"We stayed at The Ritz-Carlton, Berlin for six nights with our three-month-old daughter and had a very memorable stay. The Front Desk and Guest Experience teams were outstanding. Martin in particular made a tremendous difference: he assisted our family in several languages, helped us remain in the same room across two reservations, and genuinely made us feel at home. Danielle, Niklas, Tommy, and the rest of the team were also wonderful.
The preparation for our baby was exceptional, with a crib, changing station, bottle warmer, sterilizer, baby supplies, and help refrigerating milk and freezing ice packs.
The one disappointment was inconsistent housekeeping. Across several days, robes, tissues, towels, baby towels, coffee and other items weren’t consistently replenished, the diaper bin wasn’t emptied, and attention to detail varied noticeably. On our final full day, a window was left open, preventing the AC from operating.
Management’s response when we raised our concerns was exceptional. They apologized immediately, addressed the issues, and left fruit, extra supplies, water, chocolates and a handwritten apology.
Our previous wonderful experience at the Ritz-Carlton Osaka was one reason we chose the brand again. Berlin’s Front Desk and Guest Experience absolutely matched that standard; housekeeping unfortunately did not. Despite this, we would gladly return and are very grateful to the team for making our first trip with our daughter so special."
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