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“Great stay except for lobby lounge service!” 4 of 5 bubbles
Review of Hilton Antwerp Old Town

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Hilton Antwerp Old Town
Ranked #2 of 71 Hotels in Antwerp
Certificate of Excellence
Las Vegas
Level Contributor
31 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 64 helpful votes
“Great stay except for lobby lounge service!”
4 of 5 bubbles Reviewed 5 March 2012

We just had a great stay at the Hilton Antwerp, except for the service in the lobby lounge. We were able to check-in early and were upgraded to a great junior suite room. It was a nice large room with plenty of room for our baby daughter. I had called 5 days ahead of time and made a reservation for afternoon tea at 5pm in the lobby lounge. My husband can’t eat gluten and they said that would not be a problem, they could prepare gluten free for him. We arrived down at the lounge 5 minutes before our reservation. The lobby lounge was full, but a table had been reserved for us. We sat down and nothing happened for the next 25 minutes. There was only one waiter taking care of the lounge. I first I thought maybe it wasn’t his fault, the hotel should have more staff working the lounge. But as we waited for our tea, it became obvious that he was incompetent. He spent more time telling people that sat at the only empty tables that they were reserved and they couldn’t sit there, than actually attending to the people who were sitting at tables in the lounge. Finally at 5:25 he brought out 2 glasses of champagne for us. We thought it was odd he still had not taken our tea order. 10 minutes later the food arrived, and as promised the kitchen had prepared some great gluten free food for my husband. However, we still did not have any tea, which took another 10 minutes. We I asked for another tea bag, the waiter seemed put out. After 20 minutes of waiting, my husband tracked down the waiter and again asked for another tea bag. Instead of apologizing, he said “Oh, did I forget to bring one?” After a frustrating hour, we asked for the check. The waiter then seemed surprised we didn’t want another pot of tea. It was too bad the great food was ruined by the terrible service. We would stay here again, but not bother trying to eat in the lounge.

  • Stayed March 2012, travelled with family
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Helpful?
1 Thank LasVegasCindy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GM-Hilton-Antwerp, General Manager at Hilton Antwerp Old Town, responded to this review, 8 March 2012
Dear LasVegasCindy,

Thank you for your review posted here on Trip Advisor. I was pleased to read that you enjoy our hotel and that, barring one major issue, you really enjoyed your stay.

I want to sincerely apologize for the very poor experience you had during your afternoon tea. We pride ourselves on having a very good Tea service, and I was really dissappointed to read these comments. I would greatly appreciate if you could send me an email on ANRHI_GM@hilton.com where you can let me know exactly which day this occurred so we can research this further it would be very helpful in ensuring this type of situation does not happen again.

We all do hope that when travels bring you back to Antwerp, you will once again stay with us at the Hilton Antwerp.
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Rating summary
  • Location
    5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (225)
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Overijse, Belgium
Level Contributor
98 reviews
25 hotel reviews
common_n_hotel_reviews_1bd8 111 helpful votes
4 of 5 bubbles Reviewed 4 March 2012

Stayed for our usual one night - sat/sun- and had a nice time in town. Parking for this hilton is in the public parking underground reachable from 2 sides - "eiermarkt" or via" groenplaats"-but no reserved spaces for hilton customers which is a shame as finding a free spot sometimes can take up to 20 minute as this parking seems to be the preferred parking for many out of towners coming to do their strolling in town !Even when it says "full" just wait till the gates reopen as other parking is not to be found very nearby when draging suitcases around .
The check in goes smoothly even while most staff at the desk is in training . This hotel seems to get a lot of their staffing from some Dutch hotel schools which is not a negative as they are mostly very eager to please and try to do their best at all times but some need a bit better training before getting the solo evening shift in the exec. lounge ;)
The EL in this hilton has one of the poorest choises for the evening one can find in Europe ! There is a choice of some wines and sparkling wine but the choice for hot food mostly gets there around 6:30 pm and after setting up the cheese plate and some assorted cold cuts that's it ... if the place is packed as sometimes happened to us before and you get to the lounge around 07:15 all you see are some empty serving dishes and when you can find staff they let you know that this is all the chef has reserved for the lounge , soo sorry ...
Most times we stay, this EL has very poor selection for the evening and the closing hours during the weekend are ridiculous at 9 pm !Compare this with Vienna, Berlin , Sorrento where the EL is daily open till 11 pm with great selection of food and drink , this constantly monitored and refilled while room rates are same or lower .
For breakfast this time, we could stay at the lounge . Several visits before , the asian looking lady - rather abrupt and unsmilling on most contacts we have had with her - has frequently declared that the EL was full and we had to go downstairs which is mostly even worse than packed and picked clean . We mostly choose to go back to our room and return to EL 30 minutes later ,hoping she has cleared and reset some tables by then . At 10:50 she started clearing the buffet at the EL this time so one guest showing up at 10:55 - breakfast is supposed to be served til 11 am - had to hurry to get some breakfast items before it all was put on a cart and taken out . In other hiltons one can enjoy the sunday morning breakfastbuffet and nobody makes a fuss when you ask for some refills the way it is done here ! Maybe the F&B manager or the responsible for the EL can take care of the chronic shortage of food items in the evening and "retrain the trainer "as this lady seems to have forgotten what " hospitality" means and we hope the Dutch trainees do not take her example ...There is a very nice terrace on the EL looking out over the old centre and the cathedral giving some very nice views ; nice spot for anyone who wants to have a smoke but this terrace also gets closed early in the evening .
Rooms are ok on the Exec. floor and mostly we have had nice rooms but it can be hit and miss as there are many different odd sizes and the girls at the check in do not always know which rooms are really oddly shaped ! Strangely all exec. floor rooms go for the same price so you can get a room which is diagonal shaped and 20 % smaller than your neighbours room ... All in all this hilton is ok but management could do a better job on the EL where a lot of the HH repeat guests count on an extra effort for their bussiness !

Room Tip: have a close look at the size of your room on the exec floor before you unpack and if it seems to be...
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  • Stayed February 2012, travelled as a couple
    • 3 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 2 of 5 bubbles
      Service
Helpful?
Thank Jan-Remi
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GM-Hilton-Antwerp, General Manager at Hilton Antwerp Old Town, responded to this review, 8 March 2012
Dear Jan-Remi,

Thank you for taking the time to share your recent experience here at the Hilton Antwerp with fellow travellers here on Trip Advisor. It is great to see how much you like our hotel and that you are a return guest,. I really do value such detailed feedback. I believe that your having taken such time likewise deserves a full response to each point raised.

With regard to the Parking Garage underneath the hotel, I agree with you that it is incredibly convenient. There is another garage next to the hotel, but for convenience, safety, and cleanliness, nothing beats the parking below our hotel with the direct lift access to our lobby. And when compared to comparable parking garages throughout Europe, ours is without a doubt one of the most affordable.

One of Hilton Antwerp's philosophies is to be a training ground for up and coming talent in our industry and as such we pride ourselves on giving traineeships to Hotel School students as they progress through their studies. I am pleased to see that you recognise this and what a positive impact these young and enthusiatic future hoteliers can have on a property. They are trainees, however, and as you so rightly pointed out, they should not be left alone as they are in a learning phase.

You have made a number of comments regarding the Executive Lounge that I would like to address. Firstly, however, please be assured that your comments have been shared with our entire team including the Chef to ensure that what you have experienced can be learned from and not repeated. As the only hotel in Antwerp with a true Executive Floor concept we are proud of our offering. Our Lounge is without a doubt one of the most classically beautiful of the Hiltons in Europe, and has the extra benefit of an exclusive Outdoor terrace. We aim to provide a relaxed and welcoming experience. I would like to mention, however, that our Lounge's Opening and closing hours, and the full food and beverage offering including alcoholic items is in full compliance with Hilton Worldwide Brand Standards. The fact that some hotels do have different hours of operation or offer a different food/beverage choice is due to the differing clientele from property to property, from country to country. All this said, nothing can forgive poor service, and your comments regarding srevice and comments made to you have been addressed, and I hope you will let me know personally upon your next visit if you have seen an improvement.

Finally, I just wanted to touch on the remarks regarding room size. While what you say is true, rooms do vary in size and shape, none of our rooms are smaller than 32 square meters, in fact we have the largest guest rooms in Antwerp. Being housed in an historic building does mean rooms will vary in shape which most of our guests say adds to the coziness of the rooms, be it having a nice seating nook, or angled walls, etc. All our Executive Floor Rooms offer the same great facilities and luxuries regardless of size or shape.

Thank you again for your very detailed review, and I hope you will give me the opportunity upon your next visit to meet you in person.
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London
Level Contributor
61 reviews
29 hotel reviews
common_n_hotel_reviews_1bd8 73 helpful votes
4 of 5 bubbles Reviewed 24 February 2012

You cannot fault the location of this hotel, facing right on to the square, and within a few paces of the restaraunts!!
Room OK, but not exceptional.
Parking is directly under the hotel, but you have to pay full price for it!!
This is my second visit, but I shall be back again.

  • Stayed February 2012, travelled as a couple
    • 3 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
1 Thank Business_ClassLondon
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GM-Hilton-Antwerp, General Manager at Hilton Antwerp Old Town, responded to this review, 8 March 2012
Dear Business_ClassLondon,

Thank you for sharing your comments about the Hilton Antwerp here with fellow travellers here on Trip Advisor. I was pleased to read your positive thoughts about the hotel and of course the unbeatable location. I just wanted to mention that the parking which is beneath the hotel with a direct lift access to our lobby is not managed by Hilton. While this is the case it is an exceptionally clean, modern, safe parking garage that is far less expensive than any comparable facility I have seen throughout most of Europe.

Many thanks again for your kind review, and we look forward to welcoming you back very soon.
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Smyrna
Level Contributor
48 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 27 helpful votes
4 of 5 bubbles Reviewed 22 February 2012

We enjoyed a 3 night stay in a gorgeous twin room on the Executive Floor. The location of the hotel was perfect, right on the edge of the Old Town. The only minor complaint about the room would be the view; there wasn't one since the room looked out onto a large interior airshaft. We didn't spend much time in the room so this wasn't a big issue for us. The first evening we found a small plate of desserts left for us when the beds were turned down. The next morning, we put our "please clean the room" sign out, but the cleaning staff must have missed seeing it. They cleaned it the second day though. The evening serving hours for the Executive Lounge were a bit more restrictive than some of the other European Hiltons we have visited, especially on the weekend. I believe the posted closing time was 8PM. Breakfast in the lounge was very good - eggs, bacon, sausage, cheese, fruit and juices. It was a bit difficult to coax a smile from the hotel staffer working the morning shift. We even heard her turn some people away, saying they were full. In fact, there were several empty tables that had simply not yet been set up. The evening food could have been more upscale. One evening, perhaps targeting the children of guests, chicken nuggets in the shape of stars and hearts (straight from the grocery freezer section) were served. And while the wine (red, white and sparkling) were tasty, the liquor selection was missing some of the standard selections, like rum. The fitness center is open to the public and has lots of exercise machines but no pool. The wi-fi at the hotel was limited to two devices logged in at a time, but the signal was great in our room. Regardless of the shortcomings, we would stay at this hotel again.

Room Tip: Ask about the view from the room when checking in if that is important. The hotel is laid out in a...
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  • Stayed February 2012, travelled as a couple
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
1 Thank DLNonRev
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GM-Hilton-Antwerp, General Manager at Hilton Antwerp Old Town, responded to this review, 8 March 2012
Dear DLNonRev ,

I want to thank you for taking the time to share your experiences during your stay in our hotel here with fellow travellers on Trip Advisor. While I am pleased to note that you enjoyed your stay with us, I definitely wanted to assure you that your comments regarding the Executive Lounge have been shared with the department heads responsible to ensure remedial action is taken. We are very proud of our Executive Floor, the Lounge and the exclusive Executive Floor Terrace as we are the only hotel in Antwerp with a true Executive Floor concept. That said, when we drop the ball, it must be addressed, and I give you my assurance your comments have been taken seriously.

Thank You again for sharing your experience.
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Lausanne, Switzerland
Level Contributor
70 reviews
70 hotel reviews
common_n_hotel_reviews_1bd8 58 helpful votes
3 of 5 bubbles Reviewed 22 February 2012

The hotel itself is pretty good (Hilton standard) and the location in Antwerpen is just perfect. It is just extremely expensive in different aspects, especially extras.

  • Stayed January 2012, travelled on business
    • 2 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank TheMakkions
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GM-Hilton-Antwerp, General Manager at Hilton Antwerp Old Town, responded to this review, 28 February 2012
Dear TheMakkions,

I wanted to thank you for taking the time to share your experience here at the Hilton Antwerp with fellow travellers through Trip Advisor. I was happy to read that you were happy with your stay, but was curious as to what you termed as 'extremely expensive.' It would be helpful if you could contact us directly so we can look into this further. We would appreciate if you could send us an email so we can reply directly to you. If you have a moment, please send a mail to ANRHI_GM@hilton.com, and we will reply directly.

Many thanks again.
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Amsterdam
Level Contributor
207 reviews
64 hotel reviews
common_n_hotel_reviews_1bd8 116 helpful votes
5 of 5 bubbles Reviewed 19 February 2012

Stayed here for the weekend. I deliberately chose and Executive King room. Room was well appointed and spacious, The service was spot on, from the young gentleman in reception thru to the restaurants, the very happy and obilging bar tender on Saturday evening and the staff in the Executive Lounge. Each request was dealt with politely and effortlessly. The location of the hotel is perfect if you are visiting as a tourist. Great hotel, will stay again.

  • Stayed February 2012, travelled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank PaulDAmsterdam
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GM-Hilton-Antwerp, General Manager at Hilton Antwerp Old Town, responded to this review, 28 February 2012
Dear PaulDAmsterdam,

I wanted to thank you for taking the time to share your experience here at the Hilton Antwerp with fellow travellers through Trip Advisor. I was of course very happy to read how much you enjoyed your stay with us, be it the comfortable large rooms, great bed, enjoyment at the Bar, friendliness of the staff, and of course our unmatched location in the city. It was a pleasure to read your review, and your comments have been shared with the entire team.

Thank you again, and we all hope to have the pleasure to welcome you back to our hotel again soon.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Cork
Level Contributor
48 reviews
28 hotel reviews
common_n_hotel_reviews_1bd8 28 helpful votes
4 of 5 bubbles Reviewed 19 February 2012

Excellent rooms and breakfast. Fitness centre (but a bit public as it is open to the shopping centre)is very good as well. Central and close to all good restaurants.

  • Stayed January 2012, travelled on business
    • 3 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
Thank Cathal3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GM-Hilton-Antwerp, General Manager at Hilton Antwerp Old Town, responded to this review, 28 February 2012
Dear Cathal3,

I Just wanted to thank you for sharing your review of our hotel with other travellers here on Trip Advisor. I was very pleased to read your positive comments, and hope that when your travel plans bring you back to Antwerp, you will once again stay with us at the Hilton Antwerp.

Thank you again.
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Additional Information about Hilton Antwerp Old Town

Property: Hilton Antwerp Old Town
Address: Groenplaats 32, Antwerp 2000, Belgium
Phone Number:
Region: Belgium > Flanders > Antwerp Province > Antwerp
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Wheelchair access
Hotel Style:
#2 Luxury Hotel in Antwerp
#2 Family Hotel in Antwerp
#2 Business Hotel in Antwerp
#4 Romantic Hotel in Antwerp
Price Range (Based on Average Rates): ££
Hotel Class:4 star — Hilton Antwerp Old Town 4*
Number of rooms: 210
Official Description (provided by the hotel):
Awarded the 2012 Trip Advisor Certificate of Excellence, the Hilton Antwerp Old Town is an elegant hotel housed in an historic building of architectural importance, in the most central, prime location of any hotel in Antwerp, right on the Groenplaats Square. This luxurious hotel is within walking distance of the finest shopping the city has to offer, the best museums are a brief walk away including the fantastic new MAS, nightlife and fine dining all within 5 minutes walk of the hotel. Hotel facilities include the largest guest rooms in Antwerp with marbled bathrooms (with separate stall showers), Flat Screen TV's, minibar, coffee/tea making facilities, wifi throughout (at a fee), and for those needing that added bit of luxury, the Hilton Antwerp Old Town has the only true Executive Floor concept in Antwerp, with a classically elegant lounge and an exclusive outdoor terrace. For families, the hotel offers family rooms and family suites for up to 4 Guests. The new restaurant of the hotel "Brasserie Flo Antwerp", opened since July 2014, brings you the delights of a world-class brasserie on the Groenplaats. It is opened all day long from breakfast to dinner. This new Brasserie, combining stylish decor with inspired food and skillful, dedicated service, offers authentic French-Belgian cuisine using nothing but the freshest and finest products. The seafood counter brings the variety of this fabulous food from an abundant plateau fruits de mer to lobster dishes. Pass by the Bar and be surprised tasting some local beers or home-made cocktails. For meetings and galas, the Hilton Antwerp Old Town houses the elegant Belle Epoque Ballroom, the largest hotel ballroom in Belgium along with 11 other flexible and functional meeting rooms. Additionally, the hotel offers a 24 hour rooms service and renovated Lobby Lounge to take a coffee or savor the signature Royal Sinjoor High-Tea. There is a public Parking Garage on Groenplaats with direct lift access to the hotel lobby (via -1st floor of the parking). ... more   less 
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Also Known As:
Hilton Antwerp
Antwerp Hilton

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