Stayed there for 3 days during late November 2012 for a business trip. Upon arrival around noon got room right away, and even got an upgrade to a suite with executive lounge access for being HH Gold member. Suite very nice, modern, clean. In the evening tried the EL, and must say this is one of the most modest executive lounges Hilton has out there, spread very very poor (around 7pm), lounge quite smallish... and choice of drinks very limited. During my time in lounge no one came to me and asked if I maybe want something. When trying to use the shower found out that warm water needs some 4, 5 minutes to arrive to my suite, so waited there in cold, wet shower for this ammount of time... During breakfast, which I had enyojed in big restaurant dowstairs, noticed that no one ever services desks until you actually leave, no one romeved empty plated and glasses... On the day I left my request for late check out denied, as hotel was full, but was allowed to wait in the lounge. Wiress a bit slowish... I believe that hotel is solid hard product, but the problem is soft product, especially staff, that are many, but not all too interested in actually doing their job.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Mr./Ms. Mirror74,
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Thank you very much for choosing to stay at the Hilton Sandton and for sharing your valuable feedback with us. We greatly appreciate any comments made by our guests and constantly strive to achieve the highest quality standards.
Hilton has always taken pride in ensuring that our guests have the feeling of it being a home away from home. Our main aim being guest satisfaction and quality delivery, we do take our guests and their well being very seriously and always hope to meet the guests expectations.
I am delighted to see that you were overall satisfied with your upgrade to the executive floor. However I have noted your comments regarding the spread being poor and the choice of drinks not being to your satisfaction for which I would like to sincerely apologize. While we will review alternative and better options, we have discussed your feedback about the missing and very slow service with all departments concerned, and corrective measures like proper scheduling and especially retraining of all team members, will be taken accordingly.
Regarding your comment about the unacceptable waiting time for hot water in your shower, kindly note that this was an isolated incident and I have shared your comments with our Chief Engineer accordingly.
Mr./Ms. Mirror74, we highly regret that we were not able to fully satisfy you as expected this time, and therefore I would like to convey once more my sincere apologies. Please be assured that we have taken your feedback very seriously and we always will place great value on your custom, and your continued relationship with Hilton
In the meantime we all look forward to welcoming you back to the Hilton Sandton and if I might be of any assistance in the future, please do contact me at any given time.
Director of Operations
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.