Hotel Arena Rooms - Berlin Mitte - ברלין

location. room

Since my flight back was at 10 pm, I asked ahead of time to extend the stay and make a late checkout at approximately 7 pm. The hotel received my request and sent me a confirmation email and even pointed out that I'll be charged an additional cost. To my amazement, on 9.3 (the day of the checkout), I was told, without prior notice, I had to clear out the room until 11:00 am, claiming that the room got booked by another guest in advance. I presented the email confirming my request for a late checkout and I was told by a hotel employee that this is a mistake and there's nothing to do now. Trying to find a solution I asked for another room, but I was told I would have to pay for it full price. I asked if it is possible that the hotel will store my luggage up until my flight but I was told that it is possible just until 4 pm. All my attempts to find a solution were denied by the hotel manager even though the hotel has made the mistake and created the discomfort. I found myself being dragged with 4 suitcases and 2 handbags in the middle of the cold winter throughout Berlin.