HILTON GARDEN INN STUTTGART NE

I would’ve enjoyed the stay a little bit more if the cleaner hadn’t ignored the do not disturb sign and walked into my room while I was fast asleep. What is wrong with you people?

One of the worst hotel experiences I have ever had. Unfortunately, I only read the previous reviews after my stay, and many of them matched our experience exactly. This happened last October, and I sincerely hope things have improved since then. However, because this issue dragged on for almost a year, I feel it is important to share the full story. I rarely write reviews like this, but in this case I believe it is justified. The main reason I chose this hotel was its proximity to the Mercedes Museum, and because it is part of the Hilton brand, I expected a certain standard of quality and service. I booked and prepaid a room for three people Junior Suite with Sauna, King Bed and Sofa Bed for one night through Booking.com. When we first entered the room in the early afternoon, it felt unusually cold. At the time, I assumed the air conditioning had been set too low while preparing the room, so we turned it off and left to visit the Mercedes Museum. When we returned a few hours later, the room was still freezing. We turned on the heating and went to dinner at the hotel which i signed for on the Room. After dinner, we came back to find the room even colder, making it clear that the heating system was not working at all. As the evening temperature dropped and the room had large windows, it became very uncomfortable. My friends were understandably unhappy, so I went to reception. I was told that the technicians had already left for the day and that the only solution was to provide a portable heater. In hindsight, this suggested that the issue was already known. The next morning, we had breakfast and checked out. Several months later, I began receiving calls requesting payment for the Dinner. I had no issue paying, but I also raised the problem we had experienced with the room which i had told the reception and i also left my feedback on Booking.com What followed was a series of explanations and excuses. From what I later discovered in other reviews, several guests had experienced the same heating or cooling problem. It appears that instead of removing affected rooms from sale until the issue was resolved, the hotel continued selling them and offered partial refunds only to guests who left a review In my case, I was told that because I had booked through Booking.com, a refund was not possible. The only compensation offered was a €20 discount on the restaurant bill, as I was told the restaurant operated as a separate department. Having worked in a premium five-star hotel myself, I understand operational challenges. However, guests paying over €400 for a single night should at the very least expect a properly heated room. Basic comfort is not an optional extra when paying good money. I was also informed that the hotel was operating as a tenant and could not make structural changes quickly since they had recently taken it over (recently it seems it was going on since months before our stay........ That may be true, but such limitations should be clearly disclosed before booking, with pricing adjusted accordingly if essential services are affected. This was not simply a case of unmet expectations; it was a failure to provide one of the most basic requirements of any hotel stay. I understand that operational difficulties can arise, but from a guest’s perspective, the reasons are irrelevant when full price has been charged and fundamental standards are not met. My advice: if you still choose to stay here, do not pay in advance.

Avoid at all costs! Such a disappointing hotel! Beds are sooooo uncomfortable. AC does not work. We kept being told there was only one person working and therefore our AC couldn’t be fixed. Opened the pullout couch and it had filthy sheets we had to replace. The hotel is dingy and not clean. Just terrible and disappointing.