We chose the Schlosshotel primarily based upon the reviews in Tripadvisor and the fact that it has a swimming pool. I still believe that Tripadvisor is a useful tool but everyone's circumstances are different and if you are traveling with young children, please keep reading to hopefully avoid the terrible experience that we had.
I travel extensively for work and pleasure and I usually don't write about every trip on Tripadvisor but when the situations merits a review, I write one.
Before I booked the room in March, I contacted the hotel and informed them that we have children ages 4 and 2 and wanted to know if the Executive Suite had a room which was separate from the sleeping area so that we could put the children to bed in their cribs and then shut the door. They confirmed that there was a door separating the rooms and that it could be shut. They mentioned nothing about the lighting to me.
We arrived at the hotel and that evening we realized that there is no curtain or window shade in the living room area of the suite. We called the Front Desk and said that our children cannot fall asleep because it is too light in the room. The Front Desk apologized and said that as a temporary solution, housekeeping would come and hang a heavy blanket by the window. Tomorrow, the technicians would come to hang a window shade. Fine. The next evening nothing changed. The Front Desk explained to me that the General Manager will not allow a window treatment to be hung and that we had 3 options: 1) put the cribs in the same room where we were sleeping, 2) put the cribs in the hallway/vestibule, (I am not making this up!!!) 3) pay for a second room.
The first option defeats the purpose of having the suite in the first place. We choose suites when we travel so that the children and we can have separate rooms. When the Front Desk proposed option #2 to me, I asked her incredulously if she meant that we put the cribs in the small space in front of our front door and that it is indeed what she meant. We were mutually baffled with each other because I could not believe that she proposed that I put my children in an area 1.7m x 1.9m with no air circulation outside my front door and she was baffled that I didn't love this idea which her manager didn't know about. I frankly don't know any parent who would approve of this and I also think that it is a fire hazard to block the exit of our room like this. The woman then told me that the General Manager wanted her to "SELL THE ROOM" to me. The price of the room is normally 239 EUR and they first offered it to me for 200 EUR and then dropped it to 150 EUR. I told her that I was not going to pay 1 EUR more for another room because my suite should be adequate.This hotel's Executive Suites are atypical in that there are no window treatments to shut out the light in the living room area and I would have never even thought to ask about this when I booked the room. The Schlosshotel was aware of my intentions to put my children in the living room to sleep and no one ever mentioned this to me about the living room windows. If they did, I would have never made a reservation.
Finally, the last option to me says it all. The General Manager does not care about finding a solution to satisfy a dissatisfied customer. She just wants to "SELL THE ROOM." Given her crude reaction, I knew that there was no point in continuing a discussion with the Front Desk so I ended the conversation by saying that this is unacceptable.
To me, a true test of a company's quality or 5 Star status is revealed not when things are going smoothly but when things do not go as planned. Does management react with grace or distastefully? The Front Desk tried to convince me that they proposed 3 "solutions" for me. They have an odd idea of what a solution is. My definition of a solution is a mutually acceptable proposal. They proposed 3 options, all of which were negative for me and two of which were neutral to them and one "SELL the ROOM" was positive for them.
If your circumstances are similar to mine, I urge you to consider the Regent Hotel instead. Unfortunately, I did the research after my trip but here are some things that make it my choice for our next trip to Berlin: 1) all Executive suites have curtains/shades to darken the living room, 2) it is 5 star hotel, 3) all Executive Suites have sliding doors that close off living room from sleeping room, 4) they have a 2 star Michelin restaurant, 5) in city center so you don't have to trek 10km back and forth to the hotel, 6) they have a Very Important Kid program. As a parent, the fact they even acknowledge children like this is noteworthy. I have the feeling that the Regent would not propose that my children sleep in the hallway at their hotel.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC