This could easily be one of the top hotel choices in Berlin. The interiors are beautifully designed, the rooms are comfortable, and the overall atmosphere promises a high-end, enjoyable stay. Unfortunately, all of this is seriously undermined by consistently substandard service and an apparent lack of interest in guest experience.
Upon check-in, we were informed that room cleaning had to be requested. We did so immediately for every day of our stay. By 5 PM on the first day, our room still had not been cleaned. We notified the front desk, who assured us it would be taken care of. By 9 PM, the room had still not been properly serviced: the bed remained unmade, dirty coffee cups were untouched, and only fresh towels, water bottles, and coffee pods had been provided.
Breakfast was another disappointing experience — bordering on surreal. The service was cold, impersonal, and eerily robotic — reminiscent of something out of the series Severance. Portions were small and overpriced, and the staff showed no effort to create a welcoming environment.
This is our second stay at The Hoxton, and unfortunately, last year’s experience was similarly underwhelming in terms of service. A clearly systemic issue that requires serious attention. The service level here is simply not acceptable and completely out of sync with the otherwise excellent quality of the hotel. Until management addresses this in earnest, we cannot recommend this hotel, no matter how stylish the surroundings may be.