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DoubleTree by Hilton Luxembourg
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DoubleTree by Hilton Luxembourg
884888
Tel Aviv, Israel

BEWARE THIS IS ANTI-Semitism hotel!!!

Review of DoubleTree by Hilton Luxembourg
1.0 of 5 bubblesReviewed Oct 30, 2019via mobile
BEWARE THIS IS ANTI-Semitism hotel ever!!!
If you are Jew pass away this hotel!!!

We arrived to hotel late evening and waiting for checkin 10 min.
We start checkin with reception clerk “KARIM”.

I give him my Israeli ID and credit cart for check in.
He give me back my documents and ask me, you are from Palestine? I’m answer I’m from Israel. He ask me again: are you sure, you are not from Palestine? Not I’m from State of Israel.

Then he print check in application I found my nationality and country is Iceland!!!!

I’m refuse to sigh this application and ask him to reprint form with correct information, but he say I do not want check in you. And leave us alone. He stop check in us with words: I’m not your slave!


We call manager, night shift manager Victor was really polite and friendly. He trying to help us! Finish check and upgrade our room.
But this is not change my meaning about this hotel!!!

But until now I’m shocked!!! I never imagine that At Luxembourg I will found so anti-Semitism.
Hotel with HILTON NAME ON THE TOP!!!

Shame!!!!

We never come back to this hotel!!!!
Date of stay: October 2019
Trip type: Traveled as a couple
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Janine K, Directeur général at DoubleTree by Hilton Luxembourg, responded to this review
Responded Dec 4, 2019
Thank you for your feedback. We apologize for the bad welcoming you experienced. As Karim was already busy by shuttle service, he still made himself ready for you to check-in.
We are pretty sure that his misunderstanding and his mistakes (Iceland is near Israël in our system's country list) were not intentional but probably due to hurry, and then stress.
Again, we're sincerely sorry for this happened, it should not for sure.
But I already asked Trip Advisor's to delete this kind of comment in which subjectivity and annoyance are more than reason.

Regards,

Janine Kemp
General Manager
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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Reviewed October 29, 2019 via mobile
Tired hotel with stressed out front desk staff

The hotel boasts top of the hill location, overlooking the city and next to a wood. Built in the 70-80s most likely, if not before, it hasn’t escaped the fashion of slippery brown floor tiles and a postage stamp gym (ambitiously entitled Fitness centre), so a renovation is long overdue. The rooms however are large and cosy, with excellent beds. The on-site restaurant provides some choices for breakfast and dinner but not to famous Hilton standards. I would recommend some staff training on courtesy and speed of service, there are huge queues of guests at peak times. Overall, an ok stay but will try a different venue next time.

Date of stay: October 2019
Trip type: Traveled on business
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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 reviewResponded November 3, 2019


Thank you very much for having shared your review. We're sorry to learn that your impression of the DoubleTree by Hilton Luxembourg was not up to your satisfaction. Front desk staff seemed stressed out. At Hilton, we pride ourselves make our guests able to unwind and feel at home, unfortunately on this occasion we failed and I sincerely apologize. Please be ensured that we will continue to work on this point accordingly.
Once again, thank you for your valuable feedback, it helps us to be better hosts.


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 October 26, 2019 via mobile
Great hotel with pool

One of the fewer hotels that has pool. Unfortunately has limited hours of operation in fact you are led out 10 min before the close. Great rooms with great amenities by hilton. Breakfast is good but not great slow to refill. Dinner is the same limited and a little slow also maybe were in a big group. But other hotels we stayed were good. Gym is lacking stationary bike but more modern cardio units. And the usual weights. There is a sauna but operates on limited hrs.

Date of stay: October 2019
Trip type: Traveled with friends
Ask Uxela about DoubleTree by Hilton Luxembourg
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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 reviewResponded November 3, 2019


Dear Uxela,


Thank you very much for sharing your positive feedback about your recent European Tour stopover at the DoubleTree Luxembourg. Your comment about our property is especially appreciated that you are an experienced (professional) traveler. We're glad to read that you enjoyed our great rooms and the pool. We will also take into consideration your comments about the dinner, and continue to aim for better service improvement. Once again, thank you for your valuable feedback. We are looking forward to welcome you back again during your next journey 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.
Reviewed October 22, 2019 via mobile
Staff great, hotel not

The only thing that saved the rating here was the staff. They were really great, attentive and tried to solve the issues I brought up. Location is also beautiful. Buffet dinner is a rip off, 3 'hot' dishes which were cold, a very small selection of salads and desseet. Outside of the buffet there are 4 things you can order, or mussels. Room was clean, but bed extremely hard. As if they planned to use a matrass topper, but didn't. Housekeeping was closed, but finally the wonderful staff found an extra duvet for me to put between the matras and sheet. Light in room wouldn't turn off all the way, some kind of safety light? Staff thankfully unscrewed it for me. Breakfast coffe was good, bacon burnt, eggs gone and I managed to get the last piece of cheese. I am sure they will refill....

Date of stay: October 2019
Trip type: Traveled on business
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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 reviewResponded October 24, 2019

Thank you very much for taking the time to share your experience with us. I was disappointed to learn that your overall impression of the DoubleTree by Hilton Luxembourg has not reached your expectations. Please allow to express my apologies for the lack of comfort during your stay. The points of your constructive criticism (restaurant meal offer and bed firmness) have already been taken into consideration. Let me also share here that we actually use an integrated mattress topper, which is a part of famous Hilton bedding standards. Now, I have shared your positive feedback with the entire team for they devotion and for they great job you kindly mentioned and they are equally pleased learning of your review !

Once again, I would like to sincerely thank you for your valuable feedback and I hope myself and all my team to have a chance to welcome you back in our property and alleviate your impression of the DoubleTree by Hilton Luxembourg.

With Kind Regards,

Janine Kemp
General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Reviewed October 20, 2019
Good hotel but a long way from town

A good quality and very large hotel with pleasant rooms but well outside town and with limited amenities nearby. Friendly staff but reception can get very busy. Small gym with a couple of treadmills a bike and cross trainer. Good value for Luxembourg but that is probably due to the location.

Room tip: The rooms at the back don’t have a view but are quiet
Date of stay: October 2019
  • Trip type: Traveled on business
    • Value
    • Rooms
    • Service
Ask Amanda B about DoubleTree by Hilton Luxembourg
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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 reviewResponded October 24, 2019

Dear Amanda B,


Thank you very much for sharing your review. I'm delighted to learn that you appreciated the quality of our Hilton property and we contributed you enjoyed your stay in Luxembourg. I won't deny here we are located outside town (this residential district is part of Luxembourg City) but however it takes only a few minutes to get City center by frequent bus or by car (at most 10 minutes).

I guess from your positive review you won't forget your stay with us and I would like to thank you again for it, wishing to welcome you back soon !


Sincerely Yours,

Janine Kemp,
General Manager

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Reviewed October 20, 2019
Standard hotel - noisy

Hotel quality what you can expect from this chain - rooms were spacious and clean, breakfast was good, but not excellent. Lot of noise in the hotel at night when guest arrived at their room. The doors did not shut the noise out so we woke up a few times.
Friendly staff

Date of stay: October 2019
    • Value
    • Cleanliness
    • Service
Ask Z7724JQchristopheb about DoubleTree by Hilton Luxembourg
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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 reviewResponded October 24, 2019

Thank you for having shared your feedback on Trip Advisor's platform. Please allow to express my sincerest apologies for the lack of comfort caused by the noise you experienced during your stay when guests arrived at their room. Please let me share here that's certainly was not a reflection of our usual conditions of stay. Our property and most of our rooms are usually rather quiet and moreover Front Office team is at your service 24/24 to prevent any noise trouble reoccurences.

Once again, thank you for your time and sharing your experience. My friendly team and I still do hope we will have the pleasure of hosting you back again soon in the usual quiet atmosphere of the DoubleTree Luxembourg!

Kind Regards,

Janine Kemp
General Manager

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