Hilton Garden Inn Windhoek

Everything was perfect for me

For me, the Hilton name has always corresponded to a high level of service, but this is not the case. We stayed at the hotel twice: at the beginning of the trip, and at the end. When we checked in for the first time for 1 night, we said that if we liked everything, we would stay at the hotel for another week after the trip. We asked if the hotel had an airport shuttle. We were told that yes. We asked if we needed to tell them for what time we needed the shuttle. The answer was: the Hilton shuttle is always at the airport. I asked: maybe it leaves at certain hours? No, it is always there, just find it. We liked the room. The farthest from the elevator, the room smelled nice of clean linen. We decided to come back. When we arrived, we asked to pay for 1 day of parking, since we were staying for a week (last time we did not pay for parking, they said that they do not pay for 1 day, we ourselves should - ok). They stamped the hotel for us. While they were doing this, we said: we are returning the car to the airport and will return on your shuttle. There were 4 employees at the reception at that moment, no one said anything. There was no shuttle at the airport. We called the hotel, they told us that the shuttle had to be booked. It is very interesting how it happened that we asked different questions 4 times, but no one said anything about it. They called us a broken-down taxi for N$600, that is 3500 rubles. I was told that the hotel would not pay for it, we need to withdraw cash ourselves. I asked if the hotel shuttle was free, they answered that it was. We were ready to wait for it, but they told us that it was not an option. We came to the hotel with the bill at the reception. They suggested that we pay, but they, for example, give us a deposit for dinner. We called the manager, but the manager said that the employee who told us that we didn’t need to book the shuttle denied that she said that. I said that I didn’t understand why they listened to a person who didn’t admit their mistakes, let’s look at the cameras. But their cameras don’t record sound. Then we spoke to another manager who promised to call us back, but she didn’t. It immediately turned out that the hotel’s shuttles weren’t free either. At first, they told us that it cost N$160 for two. When we went to the reception to pay for dinner and see the discount for their mistake, there was no discount, and the shuttle cost N$460. We asked for a discount, but they said that they couldn’t give it or they would cancel the shuttle. We called both managers we spoke to, and both denied that they had promised us anything. We paid for everything, but were unhappy that customer service in world-famous hotels shouldn’t be like this. The whole problem here is that not a single taxi app works in the country. We would never deal with a hotel transfer. I will ask the Hilton staff evaluation service to look into this situation and resolve it, apologizing to us if the hotel staff are not trained to resolve the problems they have created. Otherwise: the hotel has a swimming pool with a water temperature of +23°. It is icy. The umbrellas in this area are not suitable for the wind, which breaks them and knocks them down. It is good that the huge umbrella that fell did not kill anyone. The gym is empty and does not work. The breakfast is very poor. There are no cucumbers or tomatoes, which are available even in the most basic hotels. There are: juices, coffee, omelette, bread and croissants, bacon or minced meat, tasteless stewed cabbage, beans, cereal, cheese, ham, yogurts and fruits. It would seem that the choice is large, but it does not correspond to the level of the hotel. The room was cleaned well, but 2 bottles of water of 300 ml each was not enough. The worst thing was that some element of the air conditioning system was rattling above the door every 10 minutes, I thought it would fall through the door in the ceiling on our heads. The noise was terrible and woke us up at night. The room had one socket for foreign chargers and 2 USB-A. The rest were incompatible with European plugs.

I returned to this hotel one day later and it was very good. The breakfast was also delicious. The breakfast coffee was especially fragrant and delicious. It was better than the coffee I had in other places in Africa in the next seven or eight days.

各方面都太棒了。