Posted Sep 2, 2016 on Hotels
We argued over the wifi. Our booking said included the hotel refused to accept it. The front desk staff were rude and dismissive. The first day breakfast omelette was very burnt, I can't even believe they served it to us. We were not told about the parking card, and everyday had to find €23.00 in cash as no credit card accepted. The final day on check out we learned this. Room service steak was very unappetising. We couldn't eat it. The front desk kindly removed it as the kitchen wouldn't. I asked about shopping in the hotel as my luggage was left behind, I was told it was 10 months muted away by car. There were shops in the building beside the hotel.
The staff were not overly friendly at all, and even though the manager apologised, she still made a point of arguing the hotel was right.
Customer service is German standard and not Hilton. Disappointed in the service and quality.
Comment from Hotel Management
Oct 12, 2016 by General Manager, Hotel Management
Dear Sophia, Thank you for choosing the Hilton Dresden Hotel and for taking the time to review your stay.
We are very sorry about your disappointing experience and would like to assure you that these are not our usual standards. We are trying hard to offer our guests the most pleasing experiences and unfortunately we sometimes fail in doing so. This can only mean we need to try harder.
We have already taken the necessary measures to improve our services and to avoid such situation in the future.
We hope we will have the chance to restore your faith into the Hilton Brand and we are looking forward to your next visit.