this is mixed review,
firstly the hotel is great all round and can`t be faulted, rooms good, views excellent, breakfast great, holmes pool, sauna etc excellent, pool huge although set up for lane swimming. would be 5 stars if i was rating the hotel itself and not the customer service. Location isn`t too bad, every tram that goes down the road near to hotel all stop at the bottom of nowy swiat, or there is a bus stop next to the tram stop, 3 buses go near to the old town so easy to get everywhere and the jewish district is all around the hotel and the train museum down the road and the uprising museum which is excellent is a 5 minutes walk.
Now onto the customer service part. we arrived at 22.30 pm which was fine in itself and was greeted with a "hello" then the receptionist waited for me to speak, i thought lugging suit cases would prompt him but obviously not. i gave my name and he looked up details, at this point once i`ve been looked up in the system i normally get welcomed as a returning hilton hhonors gold member, here i got nothing, he might of briefly smiled, however.
trying to sort my room out was a nightmare as i had more than one booking, however as a hilton hhonors gold member i expected to get the normal room upgrades and access to the executive lounge,
however i received no upgrade and actually got downgraded on one of nights even though the hotel wasn`t full, however as a sweetner the receptionist said he was giving me access to the executive lounge as i wasn`t actually entitled to it as a gold member in an executive room..
obviously hilton warsaw has it`s own policy on executive lounge policy different to the corporate statement.. at this point i couldn`t be bothered to argue as it was late so off i went.
the next morning feeling refreshed and feeling much better after an excellent breakfast i felt ready to do battle with the reception desk again. much too ing and frowing and again offering a room downgrade to a plus room or a smoking room.,
However i was told i would get the room i paid for the following day right opposite our current room, again no actual upgrade so i accepted and we had a bottle of wine left in our room as an apology and i thought things were starting to look up.. the next morning i phoned reception to ask if my room was ready to be told im not down for the room, i`m down to stay in my current room, i explained it all again and i was told she would get her manager to call me in 5 minutes, after an hour i called again as no phone call and spoke to the manager on reception, she was very apologetic however they had none of the rooms i paid for as they`d sold it to someone else, another 15 minutes of discussion i was offered an upgrade to a corner suite (which i should of been upgraded to anyway from executive plus that i`d paid for) i`d have to wait til 5 which i accepted, this all went smoothly and i must say the room was superb with great views and i felt good when we went in, i`d seem to have forgotten i`d been given nothing as it`s what i should have been upgraded to anyway, space available. the next day we went out touring, visiting sites and after a long time returned to our room which was on the 25th floor so quite a trek to find our room cards had been cancelled, so off i trekked to reception to be told it`s because i`ve changed my booking and i`m staying an extra day, no apology for the aggro or anything, i said i hadn`t changed anything or booked another night, she was adamant i had and it was my fault, so at this point i just grumped whatever, can i please have some key cards to access my room, with a huff i got them and off i trundled.. the next morning was check out and normal practice at hilton is to thank you for your stay and ask you if you had any problems, i was ready for a spiel and prepared, however all i got was your room is pre paid and you owe nothing, goodbye and he looked over my shoulder for the next person, i left flabbergasted.. this was the 4th hilton i stayed at in 12 nights, however you would think it was a different company i was staying with, customer service seems to have got washed away with the flloods back in may/june this year.. the bottom line is that next time in warsaw i will be going back to the sofitel or the intercontinental where i also have premium membership levels and they have great customer service all which you`d expect from top quality hotels..
Corner suites superb
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Mr Monaghan,
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Thank you for taking the time to talk to me regarding your stay at Hilton Warsaw.
Thank you for the kind comments regarding our facilities, which indeed are amongst the best in town.
It is very clear that the service we provided was not up to standard. From the very first moment things seem to have gone wrong, and Murphy’s law took over.
I think you will find that this is not our standard. As you can see from the many comments below – our Team members are extremely customer focused and I am very proud of them. Yet, on this occasion things went wrong and I am extremely sorry for that.
The fact that you will be returning gives me great pleasure, as this will be our chance to show you our normally high standards of service and hospitality.
I am pleased to hear that you did, be it after some serious inconvenience, get the upgraded accommodation (and more) and access to our Executive Lounge.
See you soon, and again thank you for sharing this with us.
ERWIN VERHOOG I General Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.