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Linamary69
Somers Point, New Jersey

No shuttles as advertised

3.0 of 5 bubblesReviewed Sep 25, 2019
This hotel is not a simple hotel to stay in. The #12 bus takes you up the hill, almost to the hotel. Upon check-in, we found out that they don’t run a Kirchberg shuttle, as advertised on their website, and the airport shuttle is a rarity. We explained that we only booked this hotel for those reasons and got nowhere. They said we should have booked the hotel shuttle in advance. I’ve never had to book an airport shuttle prior to arriving at the hotel!

Also, there’s nothing nearby and while restaurants don’t start serving dinner until 7 pm, the DoubleTree will hand you an outdated bus schedule making you think you can only catch the #12 back once per hour, after 7 pm.

The hotel restaurant, for the morning breakfast, is nice. Staff is friendly and tolerant. I agree with a previous post, fruit isn't fresh, but there's plenty of options for breakfast. When we left, there was a line of taxis, which led us to believe they don't operate the airport shuttle at all, not that it just wasn't available because we didn't book ahead.
Date of stay: September 2019
4.0 of 5 bubblesRooms
4.0 of 5 bubblesCleanliness
3.0 of 5 bubblesService
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Janine K, Directeur général at DoubleTree by Hilton Luxembourg, responded to this review
Responded Oct 9, 2019
Thank you very much for sharing your review on Trip Advisor's platform.
I am disappointed to read that you have not been satisfied with our shuttle service. We usually provide it upon request and availability - even not only booked ahead - and we sincerely do regret it wasn't possible for any reason to get one at this time.
Furthermore, thank you very much to report us #12 bus schedule had to be updated. For you, loyal readers and guests, here's the weblink for the right one : https://web.vdl.lu/autobus/data/depliants/lignes/12.pdf
I truly regret we did not have the chance to discuss the matter personally during your stay, so that proper action from our side could have been taken to elevate your impression of the stay.
We appreciate you shared your overall not so bad experience and I still do hope we will have the pleasure of hosting you back in optimal conditions in the near future.

Kind Regards,

Janine Kemp
General Manager
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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Reviews (3,055)
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Reviewed September 24, 2019

Starting with the positives, this is just outside the centre but within yards of the hotel there is a bus which takes you to the centre in around 10 minutes and, for us at least, at the weekend it was free! It's a regular service. The rooms are good and the bed linen is excellent - we paid for one of the better rooms and I think it is worth doing so.
The negatives: the pool is old and the changing facilities are absolutely terrible, like being at a public pool in the UK. The breakfast is average, lots of choice but NO fresh fruit only tinned - 1980s throwback. Coffee is average too which was a surprise. The amount of guests on a Sunday morning make the experience in the breakfast room a disaster, untidy tables full of debris and used crockery, unreplenished food on the buffet and queues of people feeling frustrated. The following morning it was quieter and so much calmer but still the same food which is not what we expected from a four star hotel in this chain of hotels. Dinner was better, a little. What made it for us was the staff, especially in the bar in the evening - thank you guys! The maitre d' too is very good and some of the younger reception guys go above and beyond. Will we return - for Luxembourg yes maybe we will and oh there is a private large open car park which is adjacent to the hotel and in which we felt our car to be very safe - this is also important when travelling. There are other marvellous hotels in the centre but for our combination of guests and our car they were unsuitable and far too expensive.

Luxembourg is a beautiful city and we felt very safe. We enjoyed the viewing balcony, the glass elevator and the ambience of the centre - oh and the Chocolate House is sublime although very expensive.

Room tip: Pay for a better room.
Date of stay: August 2019
    • Sleep Quality
    • Rooms
1  Thank instantaneous
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Janine K, Directeur général at DoubleTree by Hilton Luxembourg, responded to this reviewResponded October 8, 2019


Thank you very much for taking the time to review your overall very pleasant experience with the DoubleTree by Hilton ! We’re delighted to read that we took part to make your stay in Luxembourg City comfortable and memorable. Thank you to appreciate bed linen, city bus service and car park, as well as some staff. We also took into consideration your comments on breakfast and changing facilities. Please be ensured that we will continue to aim for better service improvement. Your feedback is valuable and as you wished to return to Luxembourg, we very much look forward to welcoming you again soon !

Janine Kemp,
General Manager

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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Reviewed September 23, 2019 via mobile

We had a wonderful stay at the Luxembourg DoubleTree. Breakfast buffet was absolutely outstanding! Plenty to eat and great variety. I would not hesitate to stay here. Total comfort. We had a car and parked in the available lot for a charge.

Date of stay: September 2019
Trip type: Traveled as a couple
2  Thank GreyhawkinFlorida
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Janine K, Directeur général at DoubleTree by Hilton Luxembourg, responded to this reviewResponded September 24, 2019

Dear GreyhawkinFlorida,


Thank you very much for having shared your wonderful feedback with the DoubleTree by Hilton Luxembourg via TripAdvisor ! We're glad to read that you appreciated total comfort of your room and yummy breakfast, all for a very happy stay ! Once again thank you for highly recommending us, it's a great motivation for our teams. We hope to have you again in the future as guest.

Kind regards,

Janine Kemp
General Manager

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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Reviewed September 20, 2019 via mobile

This hotel was probably great some 30/40 years ago. But not up to todays expectations in terms of design, colors etc.
Clean yes, but old interior, only buffé at the restaurant
Maybe OK for traveling groups but for me 3+ not 4

Date of stay: September 2019
Trip type: Traveled as a couple
2  Thank 830g_rang
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Janine K, Directeur général at DoubleTree by Hilton Luxembourg, responded to this reviewResponded September 25, 2019


Thank you very much for sharing your review of the DoubleTree by Hilton Luxembourg. I’m sorry to read that your stay wasn’t up to your expectations in the terms you mentioned. Let me inform you that our property has been already partly renovated, and we will reform and continue to aim for better interior's enhancement. We appreciate you bringing your constructive criticism to our attention so that we may improve quality of our services. Once again, thank you for your valuable feedback and we look forward welcoming you back on your future travel to Luxembourg.

Kind regards,

Janine Kemp
General Manager

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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Reviewed September 19, 2019 via mobile

The hotel is the standard you would expect apart from being quite dull in the reception and restaurant area. There is a bar which is equally dull and uninspiring - but a cold drink always tastes good after traveling. Do not order food from room service: this is the worst meal (schnitzel with chips) that I can ever recall having at room service. Unfortunately there are no restaurants within miles of the hotel...

Date of stay: September 2019
Trip type: Traveled on business
1  Thank GertJensen
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Janine K, Directeur général at DoubleTree by Hilton Luxembourg, responded to this reviewResponded September 25, 2019

Dear GertJensen,

Thank you for sharing your review on TripAdvisor's platform. I was disappointed to learn that your recent stay at the DoubleTree by Hilton Luxembourg did not fully meet your expectations, in particular due to unsatisfying room service you have experienced during your stay. Please accept my sincere apologies for any inconvenience caused to you.
I truly regret we were not informed about your impressions during your stay, so that proper action from our side could have been taken on the spot to Make it Right to you by providing you all the informations you needed about the nearby restaurants. At the same time, please be ensured that we take your review seriously and we constantly work respecting high standards of Hilton quality services. Once again, thank you for your valuable feedback. We hope to have the opportunity to welcome you back in the near future.

Sincerely Yours,

Janine Kemp,
General Manager

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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Reviewed September 19, 2019

Just back from a 3 night stay at this hotel
Airport Shuttle was waiting for us on arrival. - You book this with the Hotel prior to flying out - What a great free service.
We arrived early, before the normal check in time - however our room was ready.
Instantly acknowledged as a HH member and received a free upgrade to a junior Suite - (Many thanks - it was lovely).
From the moment we walked in to check in, the service was lovely, warm and sincere.
Check-in was easy and quick, and we received our complimentary free water and warm cookies
Room was very large, spotless with everything you need, including a mini Fridge, they even had British TV Channels - not something you get in many places these days in Europe.
Air conditioning worked well as did the WiFi.
The breakfast was varied and plentiful and although busy - you never had to wait too long for anything to get replace - the staff were always filling things up.
The hotel is located outside of the city centre - however there is a regular bus that stops just along from the hotel, it runs evey 20 mins and takes about 10-15 mins - It normally costs 4 euro for a day ticket - however it is free at weekends, in fact we even got it free on the Monday too, so it is easy to get into the city centre if you don't have a car.
We got a late check out until 3.30pm at no extra cost which was good, and again check-out like check in was easy and quick, they even stored our cases until our airport shuttle was due to take us back to the Airport.
All in all, we had a wonderful time and thanks to all the staff, whether reception, restaurant, or bar as everything was immaculate and clean.
Would definitely recommend

Date of stay: September 2019
    • Location
    • Cleanliness
    • Service
1  Thank Butsy19
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Janine K, Directeur général at DoubleTree by Hilton Luxembourg, responded to this reviewResponded September 25, 2019

Dear Butsy19 and HiltonHonors member,

Thank you very much for taking the time to share your excellent in-depht feedback further your 3 nights memorable stay at the DoubleTree by Hilton Luxembourg. I’m delighted to read that you enjoyed our services at all levels. We won’t forget your kind words, that have been communicated to our teams. And among the very positives you mentioned, we would keep in mind that «From the moment (you) walked in to check in, the service was lovely, warm and sincere» . With such a valuable remark, I think every host would recognize his goal as achieved, wouldn’t he ? One more time, I would like to express myself our sincerest thanks for recommending us, in wishing to welcome you back soon in Luxembourg.

Kind regards,

Janine Kemp
General Manager

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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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