Ratings based on 71 Verified Reviews
4.7 Room cleanliness
4.3 Service & staff
4.6 Room comfort
4.5 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 26 Oct 2024
Am Anfang hat die Rezeption meine Frühstückreservierung über Expedia nicht anerkannt. Ich musste mein Beleg zeigen.
Der Aufbau der Toiletten ist sehr schlecht. Ich war im Zimmer 355. Es gab gar keine Möglichkeit, um Handtücher zu hängen.
Die Dusche war im Raum integriert. Nach dem Duschen war absolut alles Nass.
Ich habe bei der Rezeption gefragt, ob jmd es sauber machen kann. Sie haben es bestätigt. Jedoch als ich zurück kam, 5h später, wurde es nicht gemacht.
Sehr Schade.
Comment from Hotel Management
27 Oct 2024 by Remmie de Graaf, Hotel Management
Dear Guest.I am genuinely sorry to read about the challenges you encountered during your stay. Sometimes it can happen that due to a system error, the booked breakfast is not transferred to our system, in this case we ask the guests for a booking confirmation in order to be able to add it directly back to the reservation.In regards to the room's design and functionality, we're sorry to hear that it did not meet your expectations. We believe in providing an exceptional experience to all our guests and it saddens us when we fall short of that mark. I regret to hear that your room was not cleaned as promptly as you expected. We do our utmost to ensure our services are efficient and consistent, and we apologize if we fell short in this case.I appreciate you bringing these issues to our attention. Your feedback provides us with an opportunity to evaluate our service and make necessary improvements. Best wishes from Heidelberg,Remmie de GraafGeneral Manager
by A verified traveler
Posted 5 Oct 2024
Amazing property and staff. The bartender was exceptional.
Comment from Hotel Management
7 Oct 2024 by Remmie de Graaf, Hotel Management
Dear Valued Guest.It is indeed heartening to know that you've had a remarkable experience at our hotel. Your kind words about our property and staff are truly appreciated. We're especially thrilled that our bartender left such a positive impression on you.Our team is committed to providing an outstanding service, and it is always rewarding to see these efforts being recognized. Your commendation is a significant encouragement for us to continue striving for excellence.Best wishes from Heidelberg,Remmie de GraafGeneral Manager
by A verified traveler
Posted 27 Sep 2024
The hotel is conveniently located in the city center, walkable to everything. Super nice staff, I will definitely come back! Thank you Hilton Hotel!
Comment from Hotel Management
28 Sep 2024 by Remmie de Graaf, Hotel Management
Dear Valued Guest.Your positive words about our prime location and friendly staff are truly appreciated. It's wonderful to hear that our hotel met your expectations and that you found it easy to explore the city from our doorstep. Your kind comments serve as fantastic encouragement for our dedicated team. We look forward to welcoming you back in the near future, ensuring another memorable stay in our hotel.Best wishes from Heidelberg,Remmie de Graaf,General Manager
by A verified traveler
Posted 17 Sep 2024
by A verified traveler from Churton Park
Posted 14 Sep 2024
This is a nice hotel. My room was modern and clean. The problem is that it was like staying in Fawlty Towers. The staff have no idea what they are doing. At check in I was told I had a free mini bar but there was no mini bar in my room. Turns out she had made a mistake. She also told me I had no breakfast included but turns out I did so missed out on that the first day. I had to ring and ask for a hairdryer both days. No milk for coffee in the fridge. Cleaning and room service trolleys in the hallway all the time. No help with bags. Shower hose was so twisted it wet the whole bathroom floor. The air conditioning didn’t work. There was always a long queue for reception which was annoying. It was all a bit of a shambles. I wouldn’t bother staying here again for the money it cost.
Comment from Hotel Management
16 Sep 2024 by Remmie de Graaf, Hotel Management
Dear Guest.It's disheartening to read about your experience at our hotel, and we sincerely apologize for the inconveniences you encountered. We strive to provide a seamless and comfortable stay for all our guests, and it's clear that we fell short in your case.Your feedback regarding the communication errors at check-in, the issues with amenities in your room and the long wait at reception is very valuable. It highlights areas where we need to improve our service.We also acknowledge your disappointment about the non-functioning air conditioning. We assure you that we have taken necessary steps and informed our technical department to rectify this issue.The trollys on the floors are only there when the rooms are being cleaned, as in any other hotel, as the chambermaids need many different products to clean and replenish the rooms, after which they are placed in storage.We are also sorry to hear that you were under the impression that we do not offer a luggage service, this is not the case. You can always ask our porter and colleagues at reception for help.We understand that our shortcomings have influenced your decision to stay with us again. However, we sincerely hope that you would consider giving us another chance to demonstrate the true quality of our service.Best wishes from Heidelberg,Remmie de GraafGeneral Manager
by A verified traveler
Posted 10 Sep 2024
For a freshly renovated property it didn’t live up to the Hilton standard.
I had a sign at the door not to clean the room and it was ignored.
Water from the shower dripping on the floor.
Shower head wouldn’t go straight. Only to the sides.
A/C not cooling and although flagged to staff not fixed within the day and neither heard back.
Gym good.
Breakfast great.
Comment from Hotel Management
11 Sep 2024 by Remmie de Graf, General Manager, Hotel Management
Dear Guest,Firstly, I would like to express our regret that your recent stay at our hotel did not meet your expectations. It is our primary aim to provide a comfortable and enjoyable stay for all our guests, and it appears that we fell short this time.Your feedback regarding the housekeeping service, the shower issue, and the A/C not cooling is vital for us. We understand how these could have affected your stay, and for that, we apologize. The details you provided will be shared immediately with the relevant departments to prevent similar occurrences in the future.It's encouraging to hear, however, that you found our gym facilities to your satisfaction and enjoyed our breakfast offerings. We continuously strive to provide top-notch services and amenities, and your commendation motivates us to do better.We hope you would consider giving us another opportunity to serve you better in the future. Best Regards.
by A verified traveler
Posted 9 Sep 2024
Location next to public transportation. Grocery store across the street.
Comment from Hotel Management
11 Sep 2024 by Remmie de Graf , Hotel Management
Dear Guest,Your review is greatly appreciated. We are pleased to know that you found our hotel's location convenient for your needs. Indeed, our proximity to public transportation and the grocery store across the street is something our guests often appreciate. We hope to welcome you back on your next visit.Best Regards, Remmie de Graf General Manager
by A verified traveler
Posted 2 Sep 2024
Close to the downtown areas and walking distance to stores and attractions.
Comment from Hotel Management
2 Sep 2024 by Remmie de Graaf, Hotel Management
Dear Guest.It's wonderful to hear that you found our location convenient, with easy access to local stores and attractions. Our hotel is indeed perfectly situated for exploring the city and we're glad that you could take advantage of this. Should you visit us again, we will continue to strive to provide a comfortable and pleasant stay that matches the excitement of the nearby city life.Best wishes from Heidelberg,Remmie de GraafGeneral Manager
by A verified traveler
Posted 22 Aug 2024 on Hotels
Comment from Hotel Management
28 Aug 2024 by Remmie de Graaf, Hotel Management
Dear Guest,It's heartening to see your perfect rating. Your support truly means a lot to us at Heidelberg Hotel. We are delighted that you had a memorable stay and we look forward to welcoming you back in the near future. Best wishes from Heidelberg,Remmie de GraafGeneral Manager
by A verified traveler
Good location for old town.
Posted 21 Aug 2024 on HotelsNice clean nd modern hotel. Room had no view but that's okay. Within walking distance of shopping street and old town which is convenient. Car park is also bigger than many European garages.
Comment from Hotel Management
28 Aug 2024 by Remmie de Graaf, Hotel Management
Dear Guest,It's pleasing to hear your positive observations about our modern hotel. We are indeed fortunate with our location, close to the shopping street and the old town, making it convenient for our guests to explore.Your words about our car park also stand out; we understand the importance of ample parking space, especially in a bustling area like ours.We're sorry the view from your room was not up to your expectations. However, we're glad to know that this did not significantly impact your stay.Thank you again for your kind words. We hope to serve you again in the future.Best wishes from Heidelberg,Remmie de GraafGeneral Manager
