Hilton Mainz — Hotel in Mainz

Initial impression was not great - outside look was dated and mediocre looking. Front desk - check in I think I got someone who did not want to be there and I was an imposition. I had booked 4 nights as single consecutive nights, as when I booked, I had not booked my flights so I was anticipating changes. As a Diamond member, I'm usually offered free ropm upgrades if available, and my Hilton app showed the first night at the rate I booked, the second upgraded to junior suite, the third the rate I'd booked, and the fourth upgrade as well to a junior suite. When checking in I mentioned this and asked if the upgraded room was available for the whole stay. Well! It was if I had asked her to slow roast her first born for my dining pleasure! Needless to say, I didn't get the junior suite the first night, and according to her, I was "lucky" that she decided to give me Exec Lounge access, which I was entitled to due to my loyalty status. At this stage I was happy not to be sleeping on the street, so went to my room. My nitial impression of the room was the same as to the hotel in general. River View was OK, but partially obscured by facilities on the roof on the same floor as me (L4). Top floor was L7 where the Exec lounge was located. After sleeping the first night, I changed my mind about the room as the aircon worked well and was quiet, the bed was comfortable, the room was quiet overall, the bathroom was functional - good shower, everything worked etc. Day 2: I went to the front desk, carefully avoiding the lady who I checked in with, and was met by a lovely young guy, Ahmed, who was pleasant, and eager to please! What a turn around - he couldn't do enough for me - needless to say, I moved to a Junior Suite for the remainder of my stay and will be giving positive feedback about him specifically. Interestingly, the hotel is split across two buildings: one by the river and one over the main busy multi-lane road, connected by a glazed enclosed pedestrian over bridge. View was on a tree lined residential street which was pleasant enough but no river view. I was happy enough as the suite was roomy and comfortable. Breakfast was basic with a few nice touches like fresh raw honey, but a view disappointments like bacon where the taste and texture was unrecognisaible as bacon. Hard, cardboard like, dry and flavourless - had to the worst "bacon" I've had inflicted on me! Overall meats were disappointing - since it was Germany I was expecting more. My favourite was actually a sort of boiled sausage - was on the buffet in hot water - yum! Eggs were pretty good for buffet style - I think the trick was that it was busy, so high turnover of food. I ordered fresh fried eggs one morning, which were about the same, but it was funny - the waitress had no idea what "over easy" meant, so I tried to explain it - simple enough right? Maybe the language barrier was getting in the way, so next minute she had the chef out talking to me. Chef immediately said "over easy" - no problem. Came out with a selection of differently cooked fried eggs! She had no idea either, but bless her, she had tried and I was able to select the egg (I had asked for one) I liked the look of. Overall, pretty happy and I would...

I've traveled with Hilton around the United States and Europe, and I would never stay at the Hilton Mainz again or recommend it. It's fair that the various Hilton brands have different service levels and expectations (a Hampton is not a Conrad), but the Hilton Mainz is not on par with the Hilton Hotels & Resorts brand.

I stayed in 7 different rooms at Hilton Mainz this summer during business travel. 5 of the rooms had maintenance issues. I tried every method to appropriately have these issues fixed: talking to the front desk in person, calling the front desk, using the Hilton app messaging service, and emailing the Hilton Mainz Guest Relations email address that I was left at check in because it was a multiple long term stays with intermittent check outs. I reported a broken bathroom trash can lid, a non-functioning refrigerator, a light out in a bathroom, an electrical problem that caused half the lights and outlets in the room to repeatedly go out no less than 5 times, an air conditioner that flooded roughly a quarter of the room because the filter wasn't serviced properly, another light out in the bedroom, a prior guests dirty clothes left in the bathroom, and a filthy shower with dirt and hair in the shower caddy and clogging the drain. There is very little attention to the state of the property. This was most obvious when the air conditioner flooded the room; even after the maintenance technician visited the room, I still was not moved out of the room for another 2 evenings and I had to specifically tell the hotel staff that the room was still flooded and that no attention had been given to drying the carpet out. When the hotel staff finally offered to move me, after knowing all the subsequent issues, still moved me to a room with a light out, dirty clothes, and a dirty shower. They could not even bother to ensure the room was properly prepared; I wasn't treated as a guest that needed a higher level of service given the trouble I was going through, I was just a name moving from one room to another. A coworker's room also had the air conditioner flood; there is an obvious lack of regular service to the rooms.

The most concerning part of this though, is that the hotel staff requested a positive testimonial letter from me to submit for preferred government lodging listing. When I told them I wasn't interested in doing so, they pushed me further. I reminded them of all the issues I was having and that was right as the air conditioner was flooding. Again, instead of giving prioritized attention to the floor or ensuring I had a clean and functioning room, the staff was more concerned with making me stay longer, even to the point of dragging other Americans into trying to make me extend my stay. It was so extremely disrespectful.

If you a senior in a tour group, you'll love the Hilton. If you expect any level of quality and service, pick the Hyatt...

Basically, we liked our stay at the Hilton Mainz quite a bit. There were even some very positive things, but unfortunately also negative, which is why in the end rather a mixed movement comes out.

LOCATION Front pfui, back hui - that's how you could describe the location. Located on an unattractive main street, you only have to walk through the hotel once and you are practically right on the Rhine.

The city center is less than 15 minutes away. Public transportation is right in front of the hotel.

THE HOTEL The building itself is a bit older. But you can see that it has been renovated from time to time. On the whole, the condition is absolutely ok. As far as the design is concerned, we would classify the Hilton Mainz as rather unspectacular.

THE EXECUTIVE LOUNGE At the moment, the hotel only has a temporary lounge. They are probably working on a larger permanent solution right now.

However, the temporary solution was fully sufficient for us. The selection of drinks was even above average. And the small snacks in the evening were very good. We would especially like to point out that despite the temporary nature and not overly lavish size of the lounge, a very friendly staff member was present and helpful throughout happy hour.

THE GYM The gym is located in the "cathedral wing." It's really just a room with mostly endurance equipment. We did not feel comfortable there and both in terms of size and equipment, the gym is not really up to date.

THE BREAKFAST We liked the breakfast. The selection is really good. The restaurant was also not overcrowded.

We would like to emphasize the above-average service at breakfast. (Unfortunately) it offers what used to be a matter of course everywhere: used dishes are cleared quickly, the staff greets you, you are even asked if everything is okay, dirty tables are cleared quickly, cleaned and re-set. In addition to the nice service in the lounge, this is another plus point.

THE ROOM Thanks to our status with Hilton, we got a room on one of the upper floors of the Rhine Wing. We had a very nice view of the river from the window.

Unfortunately, there was a bit of a "smell" in the room. My wife interpreted it as a smell of sweat, for me it smelled kind of chemical. It didn't bother me that much, but it did bother my wife. No idea where the smell came from.

The room itself was nice and clean. Not exceptionally large and also not top modern, but still appealing.

Unfortunately, and this is the second point of criticism, the housekeeping was conspicuous by its absence. There was no room cleaning.

This is also the main reason why the otherwise good work at breakfast again leads to a point deduction.

Yes, the Hilton Mainz is quite ok. But not really something special. And in terms of service, there is light (breakfast and lounge) and shadow...