Usually I saty with other luxury chains but I decided to try this airport Hilton as I appreciated their website and in particular the hotel design of the public areas and the guest rooms. However after arriving and staying at this Hilton for a one night stay (August 8-9/2013) I must say it was a very dissatisfying experience. The design theme (sort of contemp art deco) turned out to look nice but was not at all comfortable.
Outfront I like to stress that the general staff efficiency was good but the level of friendliness left plenty of room for improvement. I do travel a lot and most of the time in the far east and if I compare the attitude of those two "worlds" I must say that Germany as a whole is far behind and the Hilton at the FFM airport suits such unfortunate trend. To be frank this is most upsetting considering the level of education most 4/5 star hotel staff receive in Germany compared to that of staff in Asia. The 'end of the day" we (the guests) need to pay much higher room rates due to the fact that employee costs/salaries are MUCH HIGHER in Germnay than i.e. in most Asian countire thus it would be expected that "friendly staff spirits" simply become a standard in any 4 or 5 star German hotel...sadly this is not the case and the FFM airport Hilton is no exception!
The check-in was swift (I was the only guests at the entire reception and at Hilton Honors counter) and to my surprise there was only one reception staff and no bell staff. The check-in was actually too swift; i was told that my room is "ready" but not asked if i need help with my luggage nor was I at all explained any hotel services and facilties and in particular the executive guest benefits. I ended up taking my own luggage (3 large piece) to my room but my family who dropped me at the hotel assisted me.
On a seperate note: The arrival via car at the hotel entrance is also absolutly poor if not terrible. There is a Hilton Hotel entrance sign but no staff attend to arriving guests; not welcome, no bell service...absolutley nothning. I have never ever experienced such poorly organized arrival standards. Luckily my family was with me so they could assit me with the luggage. From the Hilton car arrival portal we need to find the way through some passages, elevator etc.. until we reached the hotel lobby. Shame on Hilton!
I occupied an executive king room on the 9th floor with breakfast and executive floor access and previledges/benefits. The price difference in my booking scenerio was about 60.-Euros extra for an executive room which is the same size of 27sqm but there "should be" considerbale benefits. To be frank it was not at all worth it to upgrade to the exec floor. The first upsetting issue was that when i arrived at the exec floor (10th floor) for some refreshments I wanted to get the access code for the wifi and the lady receptionist told me that this is not a benefit but i "can get one hour free wifi in the lobby"...this were her exact words!! Needless to say that i also could not use wifi for free in the EXECUTIVE FLOOR GUEST ROOM! What a joke and rip-off! As i neede to acces my email account i then purchased the daily rate wifi service for an additional 19.-Euros. I was realy upset about this. How can a Hilton Hotel ask an exec floor guest in the exec lounge to go to the lobby to get one hour free wifi if this guest pays a good premium for the exec floor already??? I would have been sort of "OK" if the rule would be "not free in the room" but free at the exec lounge but no free wifi in any of the exec floor facilties is absolutley a shame on behalf of Hilton! I then checked the "upgrade" wording on the website and one must be carfeul as they say "wifi connection available" thus they fall short of saying "free"! However if one is a high grade Hilton Honors Member it become a free benefit; howeber i was just a new member hence i did not qualify.
So...i wonder for what i paid 60.-Euros? Ok..breakfast, refreshments at the lounge and coffee in the room...point taken. However the breakfast was very basic for any 4/5 star hotel standard in Germany. They did have smoked salmon, two flavors of cold cuts and one sliced cheese in one display case and some packed cheese, butter jam, yoghurt etc in another. The hot food selection was nothing better than mediocre with watery scambled eggs, leathery bacon and not much more. Any staff canteen in any good company facilty looks like the exec floor breakfast set-up, presentaion and selection at the Hilton! They do offer a free cocktail period in the evenings with free drinks and snacks but i was not in the mood to go there.
The room itself was far away from being an executive room. The bathroom amenities were basic and the bottles were extremly small. They provided only one soap bar which did not fit into the soap dish. The tissue box was empty after i pulled out two tissues and i called for replacement and another soap bar. I pre-ordered extra towels which were not yet delivered but they came later in the day which was surprising as i was told "my room is ready when i checked-in". The bathroom looks nice and was of good size. However the sink faucet is too close to the sink edge and any guest will have a hard time with simply washing hands. The faucet handles for cold and hot could not be easily turned off with wet hands.
When I went to the fitness center on the 10th floor I noticed that this facilty is not attendet to by any staff. I went there for a sauna but not to my surprise the sauna facilty was "out of order" or as the posted paper on the door stated "under maintenance...sorry for any inconveninece caused"! By now i was so upset that i went out of the hotel for a nice dinner at the Sheraton "next door". I also looked at the facilties at the Sheraton and I must say that Hilton is way behind the Sheraton if it comes to services, facilties and value for money! In addtion the Sheraton has a better location as it is much closer to terminal 1 and they have a nice spa/pool etc..
When i came back later in the evening I inquired at the main reception how i can get easily and without much hussle to terminal one and if the hotel has a shuttle srevice. I was told "no shuttle and that i have to take my own luggage to the termial but that i can rent some luggage trolly outside the train termial and on the way to terminal one. After i asked if there is a any porter servcice against payment i was told" sorry not available" but i can use the elevator just outside the lobby in order to avoid the escalators which do not permit heavy luggage transfer due to barriers in front of them. Needless to say that i have had a hard time getting to terminal 1 the next day.
I also requested a late check out which i know cannot be for free as i needed the room until 6pm. The price they quoted me was 89.-Euros which i accepted as i had no choice to pay or to check-out at 2pm.
So...my total bill for one night in a 27sqm so called exec floor room came to almost 300.- Euros for only room...oh yes...and added wifi cost!!! What poor value for money ratio! I will never stay at a Hilton again!
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