Hilton Munich City — Hotel in Munich

This review ONLY reflects one individual which is their Bar Manager Antonio. Everyone else was great. If not for him, this would be a 4-5 rating.

This location was amazing when we walked in. Loved the customer service at the first onset. We got checked in, rooms were great. The major issue came from the arrogance of the bar manager Antonio who is confrontational and chest thumping. He was the worst manager I would have ever encountered in my entire life, and as a manager/supervisor/LEADER, he has no idea what he is doing. When I think of Hilton, I believe in customer service and he does not have any of this, how he became a manager is beyond me. Zero..absolute zero human understanding or empathy. Backstory is we were staying at the hotel, first night, enjoying the evening, had a doner, went to the executive lounge but it had closed. We went down to sit at the bar, a part of hilton…is it not? Sat to finish our doners and drinks but was asked to leave with outside items. We walked out and I just went to the front desk to complain that I thought it was absolutely ridiculous that as a guest of the hotel, I can’t sit and have a drink or eat at the bar; when no sign was established to say it wasn’t authorized. Talked to Sergio whom should be a manager because this young man understands the customer, even if he doesn’t think they are right, he gave a feeling of “you’re a guest and customer, you are right and I understand you” with my complaint. This is where the issue stopped for me, he was kind and helpful, I was okay at this point. Sergio said he would talk to the bar manager which wasn’t necessary and I didn’t expect the arrogant prick Bar Manager to approach us but he did. I explained all they had to do was provide a sign not to have outside food and beverage in the lounge. He proceeded to be more of a prick arguing and antagonizing me despite me repeatedly asking him to leave me alone while I was trying to eat, now in the lobby. He proceeded to ask for my room number; “for his own complaint” / review. Sir, you already have it, learn to walk away. I was over the entire situation before you walked over and it didn’t it to be addressed further. But he wanted to push the issue. He would not stop arguing because he had to be a arrogant egotistical jerk about things. Let Antonio know a simple solution to the entire thing would be 1. Don’t even come over to us if you don’t have a good solution to rectify the issue (which there really wasn’t) or 2. When I said, y’all should have a signed out front stating it’s not allowed to just acknowledge that and say…sorry for the inconvenience it has caused, we will look into it; but proceeded to argue with me and talk down to me and saying my “diamond” status should be an example not an exception. If that’s the case, remove all diamond status from everyone; Hilton provides it for a reason and I believe I have earned it if given. Let’s not forget that when I asked for the names of those involved, the agent at the front desk was dumbfounded at the request and “i don’t know if i can provide that” ; you literally have name tags. Work on training the staff better at this location to think for themselves or what’s best for customers; maybe a trip to the US to learn some proper customer service skills. It should not be an issue to request the name of staff at the location, especially if they are managers and their name tags are on...

We spent 6 days here for a family vacation, and really enjoyed it. I would give this place 5 stars, but for a few exceptions. First the pros: This may have been the cleanest hotel I've ever stayed in. I usually pack a few light cleaning supplies when I travel, and this was the first time I've ever felt like I didn't need to use them. The beds were also very comfortable. The location was great. Close enough to walk to a few parks and restaurants and close to the train station if you wanted to venture out further. The blackout curtains were the best ever! You can close them in the middle of the day, and with all the lights out, it is pitch black. At the risk of sounding like a stereotypical American, I loved that the air conditioner in the rooms worked well. We like it cold! I loved the adjoining room decorated for our child. It was perfect. Here are the cons, and they are only cons because we were traveling with a toddler: The hotel boasted how kid friendly it is, and I'll admit, the touches to the adjoining room were delightful. It was decorated for a child, had a potty attachment for her toilet, a cute robe, and a step stool. It made it all very special. BUT the room service had zero options for a child to eat, so it was hard to order room service for a quiet night in. Additionally, we really did not feel welcome at the onsite restaurant and they, too, did not offer anything for children. Weird, but the doors to each room were extremely heavy! I imagine this is a safety measure, but it was very difficult to open, and keep open, to get luggage and things inside and out. Anyone older, or more frail, would surely struggle here I imagine. We booked a stay that includes breakfast with the rate, however, we could not have it sent up without paying full price. Additionally, the breakfast each morning was a bit stressful. Almost like they could not keep up. Lots of wait times for coffee and eggs. And you had to toast your own bread and there was only one toaster. We made sure to try going at different times for better luck, but they were always seemingly overwhelmed. It was nearly impossible to snag a pitcher of coffee for our table and we ended up waiting in long lines for the espresso machine. We have stayed at other hotels in Europe who seem to manage well, so we were slightly disappointed. The food we did get was good, however.

Overall, we really enjoyed this hotel and will look back fondly on it! I highly recommend it for adults and maybe children...

If I could give the hotel a 4.5 star rating, I would. Rounding up. It was a lovely experience staying here over 5 nights. The hotel is in a fantastic area, with multiple restaurants and a mini mall with restaurants, an Aldi and DM across the street. Great spot to get snacks, water and toiletries. Took about 20 min to walk into the main part of town. There is a subway stop right at the basement of the hotel which runs into town or the airport, couldn't be easier.

The hotel has a nice free buffet breakfast (for status members) and had a wide range of hot and cold food, with omelets. Staff was excellent. There are two restaurants on site, one was quite loud in the evenings so we didn't bother.

The hotel gets dings for the Executive Lounge, yes it's small, but the staff was friendly, especially the evening staff. Very small outdoor area. They do serve you canapes instead of serving yourself. It would have been helpful to know what they were because I feel like I wasted food I didn't want. Signage would be helpful. You could grab drinks while there but not allowed to take anything away. They did refill my water bottles at night, which I appreciated. I do wish they offered a sweet snack (not gummies) at and after happy hour. They do have small cakes and sweets before happy hour.

The executive room provides a nice TV, small couch and comfortable bed. Ok size. However it was just too hot. The weather was in the low 70's and it was boiling in there. We opened the window as the staff said the AC doesn't work in that temperature. It was stiffling. They brought us a small fan but I would be very concerned staying here if these are continued AC issues. It is really hard to sleep in the heat. No bidets in the bathroom, which was kind of a bummer.

The doors are rough. They aren't flush with the wall, so the hallway noise is loud. Other rooms on the floor slamming doors actually shook the headboard of our bed.

Overall, great hotel. Really enjoyed the stay, just need to make a few tweaks. I would absolutely...