Was traveling with my friend and since last Spring staying in Intercontinental Berlin was such a joy I asked to stay there, which I regret now. The room was much different vs last year even though they claimed I was upgraded as Platinum member. The phone did now work, when addressed to reception in the evening the personnel allowed himself to turn his back, did not listen and was not able to manage the situation even though there was no drama, no emotions just the facts about phone not working and not being able to get basic amenities. When address to GM of hotel the issue was not resolved - no formal apology by reception employee for this immature unprofessional behavior, nothing. Phone was not working still by the way. What can I say, guess the owners of hotel decided to save money on qualified personnel. Such a deterioration of service in a year. Amazing. The lady checking room numbers for breakfast was very arrogant and communication style felt racist, issue also addressed in the feedback form. Do you think someone asked me anything? No, why? Because GM seem to be an arrogant himself in my opinion based on how the issue was handled. Next time I’m in Berlin definitely bo go to IHG hotels. They seem to be badly managed in that city even in the claimed 5 star ones