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“Terrible service from staff.”
Review of Hilton Windhoek

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Hilton Windhoek
Ranked #1 of 16 Hotels in Windhoek
Essex
Level 4 Contributor
20 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 34 helpful votes
“Terrible service from staff.”
Reviewed 19 April 2014

We stayed for 2 nights at this hotel, although the room was of a very high standard everything else was awful.
-Check In- Very slow, staff did not come across as friendly, no eye contact.
-Bar service - The worst ever, we stood for 15 mins at the bar waiting to be served. Finally we had our order taken but it took another 10 mins to poor a glass of wine (only 1 to choose from as they'd run out of stock) !!
-Breakfast- Arrived in dinning room, was not shown to a table despite a member of staff asking for our room number, they seemed completely distracted by other staff/friends. Was not offered any tea or coffee had to ask a member of staff who's job it would appear to be to serve tea and coffee but was more interested in their mobile phone. . Terrible!
-Although I can not prove this there would appear to be some obvious prostitution going on the bar in the evenings, perhaps this is the norm but I've certainly never been exposed to it quite so obviously as it was there.

Such a shame as the hotel is lovely and could do so much better.

  • Stayed January 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank MrsOX
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Teun E, Manager at Hilton Windhoek, responded to this review, 22 April 2014
Dear Guest

First and foremost thank you for choosing Hilton Windhoek as your second home during your recent visit to Windhoek, pleased to note that you loved your room. It is very much concerning to note that the service team members did not meet your expectations at Front Desk, Bar and restaurant. My sincere apologies for the inconveniences experienced and for the fact that you did not get the service expected from a brand of our calibre. We continuously improve on our services and very much appreciate all our Valued guest feedback as it helps us towards future development and growth. Thank you once again for your feedback, please do not hesitate to contact me should you need any assistance and trust that we will welcome you back in the near future.

Best regards,
Teun Engbers - Director of Operations
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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  • Cleanliness
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Fort Lauderdale, Florida
Level 6 Contributor
250 reviews
40 hotel reviews
common_n_hotel_reviews_1bd8 51 helpful votes
Reviewed 16 April 2014

The hotel is centrally located right in downtown Windhoek. The staff is very friendly and the swimming pool and bar area on top of the hotel is spectacular. They are working on some leaks in the pool, but we were not inconvenienced by it at all. There are many tourist attractions in walking distance from the hotel.

  • Stayed March 2014, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Victoria201154
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Teun E, Manager at Hilton Windhoek, responded to this review, 22 April 2014
Dear Guest

Thank you very much for your feedback, I am so happy to hear that you had a great stay with us. Looking forward to welcome you back in the near future.

Kind regards,
Teun Engbers - Director of Operations
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Glen Rose, Texas
Level 4 Contributor
40 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 25 helpful votes
Reviewed 15 April 2014

Ok, it took 3 times to get a room and the service is slow compared to USA standards, but the rooms are very nice. Also, the rooftop bar is a must see in town. The restaurant Ekipa had great food and a great host (Peter),but again, don't expect service like we get at Hilton hotels in the USA. The Springbok carpaccio was excellent. The lamb is BETTER than the lamb we get in the USA. The gift shop was good curio shopping.

  • Stayed April 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank David L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Teun E, Manager at Hilton Windhoek, responded to this review, 22 April 2014
Dear Guest

Thank you for your feedback, our apologies for not fully meeting your expectations during your stay however we truly value your feedback and will most certainly use it towards our development and future growth. Pleased to note that you loved the food in the restaurant and that Pieter assisted you although it was not fully to your expectations. We however trust that we will welcome you back in the near future so as to better meet your expectations.

Best regards,
Teun Engbers - Director of Operations
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Cape Town, South Africa
2 reviews
Reviewed 15 April 2014

Great facility, perfectly positioned. Good value for money, with a friendly atmosphere. Pity about the service in the restaurant and bar facilities though, but the view from the roof top more than made up for this. Great Wifi facilities, and convenient basement parking for guests with vehicles.

  • Stayed April 2014, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Hotels & Resorts

Helpful?
Thank Matthy J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Teun E, Manager at Hilton Windhoek, responded to this review, 22 April 2014
Dear Guest

Thank you very much for your feedback, my apologies for not meeting your expectations on the service received in the bar and restaurant however I am so happy to note that you enjoyed your stay with us.

Kind regards,
Teun Engbers - Director of Operations
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Johannesburg, South Africa
Level 1 Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 14 April 2014

This is my second stay at the Hilton Windhoek and the experience just keeps getting worse and worse. The only reason I was booked there was because the Windhoek Country Club was fully booked. The Staff at the Hilton Windhoek are incompetent and very junior. My Check out of the hotel took nearly 30 minutes because the person conducting the check out did not know how to split invoices or how the credit card machine worked. I tried to get documents scanned and it took almost 2 hours because they did not know how to scan documents. Out of frustration, I went somewhere else where it only took me 5 minutes. You can also start seeing the neglect in maintenance in the rooms. The carpet was starting to look dirty. That doesn't bother me too much though. The mini-bar was never restocked after I had been there for 2 days. If I can recommend a hotel, rather go to the Windhoek Country Club, because their service and business facilities are excellent. They have competent and efficient Staff and their price is slightly cheaper than the Hilton Windhoek.

  • Stayed April 2014, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Hotels & Resorts

Helpful?
1 Thank Dale Jacques O
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Teun E, Manager at Hilton Windhoek, responded to this review, 15 April 2014
Dear Guest

Thank you for sharing your feedback on our tripadvisor page, it is indeed very concerning to read that we did not meet your expectations. Our sincere apologies, our Management teams are reviewing your feedback so as to ensure that we rectify on them and deliver in accordance with the standards we take pride in and with all the internal training programmes in placed. Once again my sincere apologies for all the inconveniences experienced during your stays with us. Please do not hesistate to contact me should you need any assistance and I trust that you will consider staying with us in the near future.

Kind regards,
Teun Engbers - Director of Operations
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Sydney, Australia
Level 4 Contributor
11 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 13 April 2014 via mobile

Our first impressions of this hotel were not good, and at the end of day 1 I was ready to cancel our return stay after out safari. No porters to carry our luggage on arrival, 1 hour wait for room service, and a guest services member who never never followed up on our tour booking until asked when we saw her on the lift. The concierge furthered out frustration by ringing us to tell is our taxi was in reception and then giving it away to another customer, and then re-ordering us. Taxi which we had to wait 15 mins. More annoying was the claim you always had to wait in Africa. Having travelled the length and breadth of Africa, he gives the entire continent a bad rep! After one night I would have rated this hotel 1star.

Having said that, service in the restaurant was great, as was that on the roof top bar. Lucas and Lorna in the spa deserve a special mention, as did Patrick from security who manages to get us a taxi pronto!

The hotel is luxurious with great architecture, and a stunning rooftop bar and pool. Great quality linen and luxury fittings are in line with what you would expect from Hilton group.

The bathrooms are a little impractical if you are not staying with close family, as they are completely open to the main room. They could also benefit from a night light, but rooms are great overall, as is the gym on the roof.

Stayed April 2014, travelled as a couple
Helpful?
Thank Rita_Thomas
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Teun E, Manager at Hilton Windhoek, responded to this review, 15 April 2014
Dear Guest

Thank you so much for your feedback, we truly appreciate your feedback as it assists us to keep on improving on the areas we do not fully meet your expectations. My sincere apologies for all the inconveniences experienced during your recent stay with us. I am indeed very pleased to hear that our Spa team members (Lucas and Lorna) and Patrick from Security assisted you with your request. Once again my apologies on behalf of the Hilton Windhoek team and I trust that you will consider staying with us upon your future visits to Windhoek.

Kind regards,
Teun Engbers - Director of Operations
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Pretoria, South Africa
Level 4 Contributor
30 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
Reviewed 10 April 2014

We went back after our last unpleasant stay and gave the unit a chance of redemption. The overall performance improved dramatically from the last experience with the porter staff welcoming us in the basement parking lot to transport our luggage to reception and beyond. I was impressed. we were given a room on the east side of the building which was very comfortable, spacious and well illuminated in day time. Problem though was that part of the light streamed through a large "milky" glass window with no blind to cover the light at night which disturbed my sleep endlessly. We lodged a complaint and the maintenance team came to investigate and never brought a solution for our entire stay. I will probably go back but insist on a room in a different position.

Room Tip: If you value your night's rest seek for a room not situated on the Eastside of the building.
See more room tips
  • Stayed March 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Kenny M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Teun E, Manager at Hilton Windhoek, responded to this review, 11 April 2014
Dear Guest

Thank you so much for choosing our hotel during your recent visit to Windhoek, we appreciate the fact that you considered us and pleased to note that we redeemed ourselves on areas we fell short on during your last visit. My sincere apologies for the inconvenience experienced with the light in your room and for the fact that our team members were not able to resolve it however I have shared your feedback with the Maintenance Manager to ensure that we fully meet your expectations upon your future returns.

Best regards,
Teun Engbers - Director of Operations
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Hilton Windhoek

Property: Hilton Windhoek
Address: Rev. Michael Scott St, Windhoek, Namibia
Phone Number:
Region: Namibia > Khomas Region > Windhoek
Amenities:
Fitness Centre with Gym / Workout Room Children Activities (Kid / Family Friendly) Kitchenette Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Spa Hotel in Windhoek
#1 Luxury Hotel in Windhoek
#3 Business Hotel in Windhoek
Price Range (Based on Average Rates): ££
Hotel Class:5 star — Hilton Windhoek 5*
Number of rooms: 150
Reservation Options:
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Also Known As:
Hilton Windhoek Hotel Windhoek

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