I stayed in the Hilton CDG for one night on my last night after a 5-week Europe trip and was very disappointed by the standards of this Hilton hotel.
I arrived at terminal 2 and took the inter-terminal shuttle train to terminal 3. Upon my arrival from the shuttle train, I was looking for directions to the hotel but found none. I was lugging 30++ kg of luggage and having to look for the hotel was made very difficult with no clear signage to the hotel. The hotel is about a 5 minute walk from the shuttle train. When I found someone who managed to point out the building, I was surprised that closer to the building, there were again no clear indications to the entrance of the hotel. I had to walk around the entire premise before finding the entrance which was exhausting when when lugging heavy bags.
After having finally arrived, there were no porters or doormen to greet the guests or to help them with their baggage which was surprising given the expectations that come with the Hilton brand. None of the other staff on duty offered to help with the bags as well. As I proceeded to the check in, there were only 2 employees manning the check in counter. Somehow, even though there were only 2 other guests in front of me in the queue, it took about 25 minutes before I manage to finally to speak to the check in staff. Being an airport hotel with guests frequently checking in and out for their flights, waiting 25minutes just to check in is unacceptable by my standards!
Furthermore, the check in receptionist was very brief and curt during the check out, to the point of being almost cold. Once again, there were no offers of assistance with the bags and I had to ask for help. The friendly porter said that he would note down my room number to get someone to help me with my heavy luggage during check out the next day but this was not followed up on during my check out.
Room was very basic, clean but noticeably aged and sparse. The bathroom had separate shower and tub areas which I liked. Very basic toiletries (shampoo, shower gel and shower cap). No conditioner was provided. Since I was going to be staying for just one night, I did not bother checking if they provided it to guests who asked. Dental kits were available upon request. The bedsheets were scratchy and though otherwise acceptable. The refrigerator looked old and a little moldy. I would not want to eat anything from there. Wifi in the room was expensive though free wifi is available in the lobby. The rooms were solidly soundproof and I couldn't hear the noise from the planes at all.
As I was going into downtown Paris, I asked the concierge about travel options to get to the city centre. They brushed me off indicating that if I needed further information, I would have to ask the staff at the train station. I would think that the hotel concierge would have at least some tube maps or useful timetables but was sorely disappointed.
Additionally, I had a drink at the bar where once again, service was far below par. I had to order my own drink at the bar since no waiter came around to my table. Also, they apparently dont bring the bill to the table and I had to go back to the bar afterwards to pay for my drinks. This incident put me off the restaurant/bar so much so that I did not want to have breakfast there.
Throughout my stay, I observed that at the check in counter, there seems to be a shortage of staff. I only noticed 2 employees manning the booth and it was quite a wait to be able to speak to the staff. Checkout took 15 minutes and this was at 9.30 in the morning. I wonder what it would be like during the peak check in and out period!
The only bright spot to my stay (and the only instance of customer service) was during the check out where upon asking for assistance with my luggage, the kind porter on duty offered to drive me to terminal 1 where my flight departed from. Otherwise, I would have had to take the inter-terminal shuttle train with my very heavy and bulky bags.
Overall, a very unplesant stay. Would not return at all.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
Thank you very much for taking the time to share your detailed feedback in regards to your stay, We always very much appreciate hearing from our guests so we can further improve our delivery of service.
I was sorry to hear of the disappointments you experienced during you visit and I would like the opportunity to apologize for any short falls in service. Be assured I have duly noted your positive comments, but also your suggestions for improvement and that they will be duly forwarded to the team for consideration and improvement.
I do thank you for having chosen us on this visit, and hope to welcome you upon your next visits to show you improved services.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.