Pullman Berlin Schweizerhof: good stay & Diamond treatment but some after-stay issues

I recently stayed at Pullman Berlin Schweizerhoff. I stayed there several times before, including when it was a Sofitel back then, but my last stay was several years ago. In view of this stay in Berlin, I hesitated for my Accor option there, now that the 2 Sofitel are gone. I wanted to try the So, but rates were insane, so I decided to go back to Pullman as my previous stays there were OK. The recent review of the So by EcotoneHR told me that was a good decision. The location of the Pullman is good and has plenty of public transportation options at walking distance.

Overall my stay was very good, but I am now unfortunately facing some after stay issues (see at end of the review).

I was nicely welcomed as a Diamond member at check-in. I used SNU to book a Junior Suite. I knew that the hotel was fully booked but a further upgrade to a Suite Deluxe was granted, which was a nice attention. Drink voucher was given.

Pictures of the lobby

The room was large (58 m2) with the bedroom part facing the street and the living room part facing a large courtyard. I would have done the opposite, but it was not a problem as soundproofing was good. 

Living room has a sofa, a desk, Nespresso machine, kettle, mini bar. Welcome gift was chocolates + a bottle of apple cider.

There was a main bathroom with both bathtub and walk-in shower and Japanese-WC. There was also separate guest toilets.

There was no turndown service.

The restaurant & Bar is called Blend. This is where you redeem your drink voucher. I had a glass of wine and could get any of those proposed on the regular menu. I had a dinner there once, but the menu is quite limited although food was good. Service was efficient and proactive.

The breaksfast buffet was very good (I remember this from my past stays). I was there during a weekend and on monday. Breakfast was free for me during the weekend (Diamond), but not on monday. I was charged 29€ for the monday breakfast (no comment…). Interestingly, my invoice detailed the weekend breakfast charges and their cancellation (I believe for accounting purposes), and this charge was 14€. Weird, isn’t it?

At checkout, I asked to use 5 F&B Diamond vouchers (representing 50€). The agent said it was the 1st time he had to do it but he kew how to do it. But quickly a doubt came from him : whether those vouchers can be used to cover breakfast charges. He made a few calls but no one had the answer. I said that I don’t see why it couldn’t and the agent said he was taking this on him and he processed the voucher use. I checked afterwards ninth T&C of ALL program and it’s explicitly mentioned that the vouchers can be used for breakfast charges. The process is exactly the same as when using points at checkout : you receive a code on your cell phone that you provide to the agent. Until then, everything is OK.

But 2 weeks later, the ALL points are still not credited. I sent an email 5 days ago to the hotel email address found on the website (and on the invoice) and no reply. This is now a systemic problem since the beginning of the pandemic : many hotels are not responding anymore to the email address mentioned on the website, like if it was not monitored at all. I forwarded today the email to the GM today (imagining that his address is [email protected] ?) asking him for action. But also, doing this, I discovered today a pending charge of 10€ from the hotel on my CC and…I also discovered that I have only 1 Dining & Spa Diamond voucher left on my account while I used only 5 and the confirmation email I received clearly says 5. So I have 4 which have disappeared… I am going to post this also in the relevant thread for FTers awareness.

I am now waiting for resolution of all this, but the 2 last issues are new (when I started to write this review), I had only the non-posted points issue. I will report here the follow-up.