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“Should be excellent, but isn't. Read on...”
Review of Mamilla Hotel

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Mamilla Hotel
Ranked #14 of 101 Hotels in Jerusalem
Certificate of Excellence
UK
Level 6 Contributor
484 reviews
161 hotel reviews
common_n_hotel_reviews_1bd8 221 helpful votes
“Should be excellent, but isn't. Read on...”
Reviewed 7 May 2012

This is an interesting foo-foo design of a hotel in a prime location next to the Old City. I was going to write War and Peace on my stay, but upon reviewing the previous 6 or 7 reviews, my underlying views are very similar in that the service just does not match up to the quality and image the hotel portrays. Not to mention the hefty prices for anything and everything. At this level of hotel, one would also expect a high level of consistency, sadly lacking from doormen not opening doors for us on entering or leaving the hotel, or indeed hoping that tonight the turn-down service will happen. Free drinks vouchers were provided, with so many caveats of where and when you can use them are nothing short of ridiculous bearing in mind the type of clientele staying here. It was easier for me to pay for the drinks than cause the obvious embarrassment it caused us and the staff. Also, too many trainees at reception – I can cope with 1, but not 2 or 3. I mentioned all of this to the Duty Manager who took time out and listened. I appreciated that. But as a previous reviewer mentioned, will anything be done especially having last visited 2 years ago and all was the same? Its no good Management responding to TA reviews thanking people for their stay and comments, blah, blah, blah. They need to act! Nevertheless, we enjoyed our stay, but this place could be SO, SO much better if they got the detail right. Come on Mamilla Management, step up to the task and match the service of those designer suits you all wear!!

Stayed May 2012, travelled as a couple
Helpful?
Thank Malim27
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MamillaManagement, Public Relations Manager at Mamilla Hotel, responded to this review, 14 May 2012
Dear guest,

On behalf of the Mamilla Hotel, I thank you for staying with us and for taking the time to write your feedback. Your comments are very valuable to us and we take them seriously.

We strive to provide exceptional hospitality experience and maintain a high level of services.

With that been said, I would like to clarify some information to avoid misunderstanding;

To start with, there are many great reviews about the hotel: 123 excellent comparing to 16 terrible.

The hotel is developing and is becoming one of the best hotels in Israel. Mostly we succeed but we are still in a process of learning.

To be more precise about the feedback that you gave me in person, the Bell Boy by the main entrance made an attempt to open for you the door but his attempt was dismissed. The room you have stayed in did receive a turndown service on the first two days and on the last day we have discovered that you left the “Do Not Disturb” red lamp on therefore for protecting your privacy we didn’t enter the room. The house keeping Representative was sent to your room immediately by the end of our conversation.


As for the complimentary cocktail voucher at the Mirror Bar part the special promotion, we realize that it created a misunderstanding between you and our staff member and our apology for that. The drinks were deducted from your bill and we will defiantly work on avoiding such a discomfort for our future guests.

Looking forward to welcoming and hosting you at the Mamilla Hotel again and I hope that you will notice that your comments were taken into action and that service do matches the designer suits we wear.


With kind regards,


Emanuel
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English first
Level 4 Contributor
39 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
Reviewed 4 May 2012

Hotel is very modern. Room was very comfortable. Service was terrific. However, I was extremely disappointed to find out that they charge for wi fi. Ridiculous. The room is pricey enough without being nickled and dimed for wi fi.

  • Stayed May 2012, travelled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Misack12
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MamillaManagement, The Mamilla Hotel Management at Mamilla Hotel. at Mamilla Hotel, responded to this review, 7 May 2012
Dear guest,

On behalf of the Mamilla Hotel we thank you for staying with us and for taking the time to write your nice comments. They are very valuable to us and we take them seriously.

We strive to provide exceptional hospitality experience and maintain a high level of services.

Please note, there is a complimentary WiFi at The Mamilla Café.

It will be our pleasure to host you again.

Mamilla Hotel Management.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
New York City, New York
Level 6 Contributor
270 reviews
265 hotel reviews
common_n_hotel_reviews_1bd8 559 helpful votes
Reviewed 26 April 2012

I stayed here a few years ago and returned with wife and kids for 2 nights during Passover. There are things to like and not to like about this hotel. A driving factor in staying here was the Family Suite which gives you one room for the family at a decent price point. The King David requires you to take 2 rooms with a family of 4 and that doubles the cost. Food was mostly excellent except for some of it which was sinfully awful. More about that later. When you call on the phone and ask for a concierge, you get forwarded to a voicemail extension that doesn't work -- that was true for over a month and when I reported it nobody was aware of it. The family suites work pretty well but the bathrooms make no sense -- you stand in a shower that has no door except for a pane of glass that is less than a foot in front of your face. So you are freezing and the water goes everywhere. The bathtub takes forever to fill up. There is no electrical outlet by the sinks and no dual voltage outlet so you have to get an adapter and charge your shaver elsewhere in the room. The gym is excellent; the location near the shopping mall is also very convenient and you have the light rail stop nearby too. The concierges were somewhat helpful but basically if you want anything here -- be it a table at their rooftop restaurant or help with laundry -- you need to get the manager to go to bat for you or otherwise everyone else you would think of asking will just tell you that there is nothing they can do for you. We wanted laundry for our family and didn't want to pay by the piece and get a bill for $100 from the hotel for a bunch of underwear and socks; the concierge and the housekeeping staff said tough luck; the manager arranged for a laundromat to do the work and for us to pay for the costs plus the taxi. Breakfast was excellent and the outdoor courtyard is really pretty for that. We had a dinner during passover in their cafe and the pizza was truly horrible. The staff knew it (we saw them having a meeting about what to do with their menu 6 days into the holiday) and nevertheless people were being told that it was worth ordering and people were really upset with $300 dinner bills for a family with inedible food. They didn't get the passover pasta from the factory that they ordered for the holiday and obviously didn't have any initiative to come up with other items to serve that they could have made that week. Frankly, a top level hotel shouldn't be so stuck because a factory didn't produce an item and why can't they figure out how to make things by themselves anyway after several days of this? A good hotel should be making its own food. They have a business lounge in the lobby that used to be a lounge for people with suites, but it isn't clear that you have to pay if you get any food from it and we had a suite. We got a bill that we were not expecting for the 8:45pm coffee and cake we had (which also brings up the issue that the lounge closes at 9pm which isn't really helpful) but it wasn't so much that it was worth complaining about. The swimming pool downstairs is nice and the rooftop restaurant is also but arrange your table there in advance. My biggest beef with this property is that is generally dark and shi-shi to the point that it doesn't feel warm and welcoming (the bedrooms are just plain dark -- you can't sit in bed and read a newspaper if you are not on the side of the nightlight -- some lamps would do wonders here) and some of the architecture is just plain annoying, particularly in the bathrooms. None of the problems I found when I last stayed here 2 years ago were fixed, so obviously they have their concept and you either like it or you don't. This hotel could be really great but it has some real flaws. But the reviews that say service sucks here goes too far -- I've got two good service stories. Sami from room service brought up drinks and cookies one night gratis for our kids and after the bad pizza (room service was getting it from the Mamilla cafe) our kids were still hungry and he sent up fruit and cookies gratis. When we checked out, we needed to transfer down the street to the King David for the rest of the holiday as planned, and it didn't quite make sense to stuff our bags into a taxi. So 2 bellman volunteered to just walk all our stuff over to the King David. I tipped them more than a taxi would have cost, but I don't think they were thinking about the tip -- they just wanted to help us and thought they would save us money and trouble. So basically, the hotel would benefit by having more of the front desk and their concierges take ownership over guest problems but there is a decent amount of goodwill out there from second-level staff for guests.

Stayed April 2012, travelled with family
Helpful?
Thank 649ic
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MamillaManagement, The Mamilla Hotel Management at Mamilla Hotel. at Mamilla Hotel, responded to this review, 3 May 2012
Dear guest,

We thank for staying with us and for your kind feedback about the hotel.
.
Your comments are very valuable to us and we take them very seriously as we strive to provide exceptional hospitality experience and maintain a high level of services.

With that been said, we would like to clarify some information to avoid misunderstandings;
The bathroom has a door towards the sleeping area and towards the toilette. The floor is made of natural stone that absorbs water, there is an electrical outlet with dual voltage and there are two American and five European sockets in each room therefore there is no need for an adaptor.

The RoofTop restaurant is high in demand and it is strongly recommended to reserve a table in advance. We do make the effort to find a table for our hotel guests but it is not guaranteed. The hotel offers laundry facility not a Laundromat and as a good customer service the Hosts was willing to send laundry to an external company and there is a transportation charge for delivery which is paid to a taxi driver.

The Lounge is another venue open for all hotel guests and cliental from outside. It offers more privacy and a larger variety of pastry as well as alcoholic beverages.

The soft lighting (Including deemed lights and candles) in the public areas is part of design. As for the lighting in the rooms, above the round table there is a strong halogen lamp plus on both sides of the bed there are dimmers allowing a guest to read in bed.

We will defiantly work on improving our Passover Pizza for next year. We have already taken it out of the menu once we received feedback from our guests / clients and only put it back after improving it significantly.

Please note, the voicemail at the Hosts (Concierge) desk is necessary for guests, who wants to leave a message for our Hosts when they are assisting other guests or during their absence (The Hosts are daily at desk from 7AM to 11PM).

Your compliments were passed on to Sami from Room Service as well as to the team of Bell Boys.

It will be our pleasure to host you again.

Mamilla Hotel Management.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
New York
1 review
Reviewed 24 April 2012

My wife and I, as well as other members of my family, have frequented the Mamilla Hotel shortly after it opened for business. Every aspect of service rendered by the manager, concierge, additional desk employees, room service help, and housekeeping was head and shoulders above all four star hotels and most five star hotels I have stayed in over the past 50 years, both in Israel, China, India, the US and Latin America. The architecture of the Mamilla is a continuum of the Jerusalem stone construction which helps to act as an architectural bridge between Old City Jerusalem and modern Jerusalem. The view from the roof restaurant is breathtaking and enhances the dining experience. The hotel rooms are not over generous (at least not compared to the humongous suites in some modern hotels) but efficiently laid out and to a certain degree is a metaphor of this gem hotel located in the Holy city of Jerusalem.

  • Stayed April 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Martin S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MamillaManagement, The Mamilla Hotel Management at Mamilla Hotel, responded to this review, 28 April 2012
Dear Guests,

Our sincere gratitude for the wonderful comments you wrote about your experience in the Mamilla hotel. It encourages us to continue excelling and providing our guests with a unique experience.

We all are looking forward to hosting you in the near future.

Mamilla Hotel Management.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Texas
Level 6 Contributor
242 reviews
46 hotel reviews
common_n_hotel_reviews_1bd8 111 helpful votes
Reviewed 24 April 2012

Great location, decor...

Minor flaw is that their version of a King bed is literally 2 double beds stuck together.
None of the problems with service reported by other reviewers.

Room Tip: Make a point to go to the roof at night and look at the old City. If you book online, be sure to ge...
See more room tips
  • Stayed March 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank docntx
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MamillaManagement, The Mamilla Hotel Management. at Mamilla Hotel, responded to this review, 28 April 2012
Dear Guest,

Our sincere gratitude for the lovely feedback you wrote about your experience in the Mamilla hotel. It encourages us to continue excelling and providing our guests with a unique experience.

We all are looking forward to hosting you in the near future.

Mamilla Hotel Management.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
London, United Kingdom
Level 2 Contributor
9 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed 12 April 2012

This hotel is a fantastic place to stay in Jerusalem. When comparing to the other 5 star hotels by the old city it's a great boutique with a much more intimate vibe.The bedrooms are really unique and fresh. The hotel looks great and the interior throughout is faultless.

However be warned, the customer service here is shocking, through out hotel do not expect anything from the staff. If you go with low expectations then this is a great hotel!

Room Tip: Very poor service from staff at this hotel
See more room tips
  • Stayed March 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Buck M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MamillaManagement, The Mamilla Hotel Management. at Mamilla Hotel, responded to this review, 13 April 2012
Dear guest,

On behalf of the Mamilla Hotel, we thank you for staying with us and for taking the time to write your feedback. Your comments are very valuable to us and we take them seriously.

We strive to provide exceptional hospitality experience and maintain a high level of services.
The information was passed on to the managers in charge of the matters in the intent to ensure that your next visit will be flawless.

It will be our pleasure to host you again.

Mamilla Hotel Management.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Petach-Tickva,Israel
Level 4 Contributor
46 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
Reviewed 12 April 2012

The location , architecture and facilities of this hotel are outstanding. The food is also very good. However, when even before we got to the hotel we tried to book a table for the holiday festive dinner, we were transferred from one clerk to the other, each saying that it is not his job to do and transferring us to another clerk. We got 3 different price quotations for the same meal and no person was ready to take the order. It took about 3 phone conversations and about 7 different clerks ( a total of about one and a half hour on the phone) and a fax message until we were able to book that dinner. When we got to the dinner, we were not on the list of the guests booked for it and it took another 10 minutes of "finding out" until we were taken to our seats. At the check out, we were suddenly told that the charge for the dinner was higher that what was agreed upon on the phone with about 70$ per person and we were 6. We left the hotel very upset and still have not settled the price issue.

  • Stayed April 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank RobRos
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MamillaManagement, The Mamilla Hotel Management. at Mamilla Hotel, responded to this review, 13 April 2012
Dear guest,

On behalf of the Mamilla Hotel, we thank you for staying with us and for taking the time to write your feedback. Your comments are very valuable to us and we take them seriously.

We strive to provide exceptional hospitality experience and maintain a high level of services.

Your positive comment about the food was passed on to the Chef and he thanks you for your kindness.

Furthermore, about the challenge you had to reserve meals and the misunderstanding about the price, we truly apologize for the inconvenience. The information was passed on to the managers in charge of the matters in the intent to ensure that your next visit will be flawless.

It will be our pleasure to host you again.

Mamilla Hotel Management.
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 Mamilla Hotel

Property: Mamilla Hotel
Address: 11 Shlomo ha-Melekh, Jerusalem 9418238, Israel
Region: Israel > Jerusalem District > Jerusalem > Mammilla
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#4 Business Hotel in Jerusalem
#5 Spa Hotel in Jerusalem
#6 Romantic Hotel in Jerusalem
#7 Family Hotel in Jerusalem
#12 Luxury Hotel in Jerusalem
Price Range (Based on Average Rates): ££££
Hotel Class:5 star — Mamilla Hotel 5*
Number of rooms: 194
Official Description (provided by the hotel):
Jerusalem's Finest Luxury Accommodations Mamilla Hotel, Jerusalem's newest and most fashionable hotel, will usher in a new experience of exceptional hospitality in Israel.This elegant luxury, lifestyle hotel featuring 194 rooms and suites will be the center of Jerusalem's rich cultural heritage and bustling daily life.Designed in collaboration with Alrov Luxury Hotels' vision and commitment to excellence and execution, and in partnership with world-renowned architects Moshe Safdie and Hall of Fame Piero Lissoni. The design combines sophistication and simplicity with exciting lighting, textures and colors inspiring the imagination and delivering a truly unforgettable experience.Mamilla Hotel brings world-class lifestyle hospitality to Jerusalem and Israel. Guests and visitors will enjoy superior design and accommodations together with exclusive dining and bar venues, a Holistic Well-being Spa & Gym, as well as events and banqueting spaces operating with leading technology, that blend sophistication and modern international style with ... more   less 
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Also Known As:
Mamilla Hotel Jerusalem

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