Hotel-Pension Kima

Our Members Say

 I had a dispute with the Hotel Kima when I cancelled a booking. We each had different interpretations of the cancellation terms. I cancelled at a date where I believed I should not have been charged; the hotel thought I was liable to pay for the full rate because of a special exemption period.

Regardless of who was right or wrong, the hotel approached the whole dispute in a way which was rigid and extremely unhelpful. Clearly the Hotel Kima does not believe that "the customer is always right"; they seem to feel, at least in my case, that the customer's views should not be considered at all.

Over the course of the dispute, they repeatedly refused to address the multiple specific issues I raised about contradictions in the cancellation terms; offered no compromises or suggestions of ways to resolve the dispute; did not acknowledge or respond to a compromise I proposed; and even suggested they could charge me full price for a night which fell outside the special exemption period.

They made no concession to the idea that I might in any way be justified in my interpretation, instead implying that I was obtuse (they said 99% of their customers understand their terms). When I decided to dispute the charge with my credit card company and ultimately post my story here, they accused me of not fairly representing their views, even though I had repeatedly tried to see things from their perspective: in the end in fact, as I told them, I understood why they believed in their interpretation of the terms - but I also felt strongly that the terms were contradictory and that my interpretation was absolutely justified. Their response was to repeat over and over that the terms were clear, and then accuse me of being intransigent.

I recommend avoiding any place that has this sort of attitude. 

983 members live in Berlin