INNSIDE Hotels in Berlin

I can not beleive this is a 4 star hotel! From 9.-12. In May 2024, I was a participant in the meeting held at INNSIDE by Melia Berlin Mitte, and I came with my husband. The organizer offered only the cheapest rooms when booking. I contacted the hotel directly by e-mail and asked for an upgrade to a Premium room. I received several kind e-mails and arranged an upgrade without any problems, so upon arrival we had the desired room on the top floor waiting for us, for which, of course, we had to pay extra. The room was small, tidy, clean, but with a view of the neighboring buildings and their windows. However, already on the first night we noticed that the room was very hot. It was hot in Berlin these days.. On the second day, we checked the air conditioner and realized that it was actually on heating, not cooling! So we went to the Reception deskasking to fix that. To our surprise, the receptionist (kind young female – at that moment) did not call any technical service, but went to the room with us personally. In the room, she opened some kind of distribution box in the wall and turned something on and off, after which she told us that everything should be fine now. As we had responsibilities all day outside, we agreed that in the evening, when we return to the room, we will check the situation. She told us to contact the reception again if the air conditioner still won't work and then she would move us to another room. When we returned to the room in the evening, it was even warmer than in the morning - the air conditioner heated the room as if it was minus 10 degrees outside! We went to the reception, complained again and asked to be moved to another room. At the time, a very young woman was working at the reception desk, who coldly replied that there were no rooms available and that she could not give us another room. We asked to speak with the head of the shift...she said she didn't have one...at our insistence, she still went to a small room behind the reception, where we saw the same polite young woman who came to ”fix” our air conditioner in the morning. They talked for a while and the receptionist came back to us telling us that there are no available rooms and adviced us to ask again in the morning... No apology, no hint of kindness, not even an attempt to hide this superior lady behind the reception who did not even intend to come to talk with us, completely unprofessional! In the morning there were still no rooms available... no apology again…. We were forced to spend one more warm summer night in a room where the heating was on all night. ….. and we could not wait to leave this hotel! Although we felt insecure (there was a passage by the window through which anyone could enter the room through fire stairs), we still left the windows open, because it was unbearably hot. Staying in the room for which we had to pay extra for the upgrade was desperate! But the story does not end here! When leaving, we had an early flight, so the night b