I stayed at B&B HOTEL Berlin-Airport Nord in September 2025, and unfortunately my experience was…read moreunacceptable due to the behavior of the receptionist, Thomas Reupke.
On 17.09, he left the reception unattended to eat while several guests were waiting in line. After more than 30 minutes of waiting, I had to check in via the self-service machine. Later, when I tried to resolve a room issue (my room was placed directly opposite the elevator despite my earlier request), I patiently waited another 20 minutes in line. Mr. Reupke then refused to help me until everyone else was served, making me wait an additional 15 minutes. Altogether I lost more than an hour just because the receptionist neglected his duties.
On 19.09, I had extended and paid for my stay until 21.09. Despite this, at around 14:00 someone tried to forcefully enter my room while I was resting, even though the "Do Not Disturb" sign was on the door. At the reception, Mr. Reupke gave contradictory explanations ("a mistake", then "they wanted to clean"), although the person knocking was clearly not a cleaner. When I expressed that this was unacceptable, he dismissed me, saying "it's not a big deal". When I insisted on my right to complain, he rudely told me: "Don't teach me how to do my job", then turned his back, left the desk, and went to eat instead of resolving the issue.
I paid €160 per night and expected professionalism and respect. Instead, I was met with arrogance, rudeness, and complete disregard for guests. This is the worst hotel experience I've had in Berlin, and I strongly advise management to review the behavior of this employee.
