Hilton Budapest — Hotel in Budapest

To get the positives out of the way, the location's great. It's the Castle district, very quiet side of Budapest and if you get a room with a view, it can be an amazing stay. The bed is quite comfortable, not too soft for those who are worried about back pain. Pillows are incredibly soft and you sink into them until they become pancake flat but just a phone call to housekeeping and you can request some firmer ones. If you double them up, it can work. Now the not so positives. Upon checking in, our first impression was that the hotel lobby was like a train station. There was no bellhop, no one came to get our luggage, in a 5-star hotel, mind you. Checking in was okay, not many words were exchanged. The next interesting thing was how the elevator works without a keycard. In most hotels, especially 5-star (but even many 4-star ones), the elevator's only able to work with your keycard. I think that's a good precaution because this way anyone can go up to any floors and any room. (just like it happened when we ordered food from Bolt and to our surprise, the delivery guy came right to our door, even though we asked for the food to be left at reception). We were in room 403 and on our first night the people above us decided to have a party from around 3 am. There was thumping, running around, even some music at some point. From all this, you may guess the rooms are not soundproof at all, except maybe the windows but the rest of the walls and ceilings are surely not (You can also hear EVERY single noise from the hall). On our second night, which was New Year's Eve, we were excepting noise again from upstairs which would have been very normal. It somehow didn't happen like that. However, when we were just about to fall asleep, around 4 am, we were woken up by someone very forcefully trying to open our door, banging and kicking it. The door even had visible shoe marks outside. Safe to say it was one of the most terrifying nights of my life. Knowing the aforementioned elevator situation and just the overall lack of security which I hadn't seen in the lobby at all, we were thinking the worst possible. My husband called reception immediately and they said they are terribly sorry and they are looking into it right away. And that was it. No one called back in the morning or came to say anything to us, not even when we were checking out. As if this terrible event never happened. The same night there was also another guest talking on their phone on speaker in the middle of the nights in the hall. It only stopped when my husband politely but firmly told him to move the call somewhere else. This part is not the hotel's fault but it shows you the overall vibe. It feels more like a hostel than a 5-star hotel. Our third night was pretty much expecting the worst at this point, it was very unsettling and frankly, I couldn't wait for the morning to come, so I could go home to the safety of my own house. Room service is pretty expensive honestly and not that great. We have been to other 5-star hotels which set the bar high but our expectations were not met in Hilton, not even the slightest. I am honestly still shocked by this hotel. It's a lot of hype for a brand that does not deliver at all, whatsoever. Maybe it's just the Hungarian branch, I'm not sure. Their slippers are ridiculous, very DIY quality, not 5-star-like. We paid a lot of money for 3 nights and we didn't get value for our money. Also, phone calls to the reception or to housekeeping, when we needed something, was almost always a bit sour tasting. Maybe it's just me picking up on Hungarian tones since I am Hungarian myself, but I certainly agree with many others commenting on the staff and their behaviour. Absolutely not the most professional and I would highly recommend some training because the reputation of this hotel lies within the hands of staff. Overall, I would not return to this hotel again, it's overrated and overpriced for an imaginary value that doesn't...

I have never written a review before, however I feel like I have to share. I have never seen, heard of or stayed at a hotel with such low quality, basically non-existent customer service, as the Hilton Hotel in Budapest. ||My wedding is being held in Budapest, and half of my guests are flying in from abroad. I suggested to 90 people that are flying in to stay at the Hilton, as it is in a great location and the service is great... (so I thought).... Everyone ended up booking at the Hilton, so I brought a lot of business to the hotel, as over 30 rooms have been booked there for at least 4 nights each.||Knowing that all my guests are flying in, I wanted to leave a little note in everyone's room, thanking them for coming for my wedding. I kindly asked the managers at the Hilton if they could help me execute this and simply place a little paper note in everyone's room. They said that they can help, but for 5 Euros each room..... I found this very absurd, especially knowing that my little paper note itself did not cost that much, and I have brought this hotel so much business, I figured they would be able to help me out of curtesy and as a way of showing good customer service (as they would in any other hotel). ||Well I was wrong. Once I asked if they could make an exception for me and do this as a favor for sending almost 90 of my guests to stay there, they simply brushed it off and said that this is their policy. Well, any other customer service oriented hotel in the world, even if they have a policy, would make an exception for this, to provide their guests a good experience... especially knowing the circumstances. Every manager makes these choices out of their own discretion....||On another note, in the very beginning of suggesting my guests to stay at the hotel, I reached out to the Hilton, asking them for a discounted rate or a group link, so that all my guests could book through there with a discount, since so many rooms will be booked. Any hotel in the world would be happy to give a discounted price, if they know that over 30 rooms will be booked at once by the same group of people, however, Hilton..... They gave me a rate that was DOUBLE the price of a room, than online. Once again, unbelievable and absurd. How can they give us an offer, where the same room costs half that much on their official website for those exact same dates. Again, this shows how bad the hotel's management team is... At the end, of course I did not use their "offer" and just prompted everyone to book their own rooms through the official website. ||On a third note, my fiancee wanted to rent out a room for just a few hours for the day of our wedding - we reached out to the hotel, asking for an offer. Well, they gave us an offer for over 700 euros for 4 hours for one room, whereas booking for the entire night the same exact room through their official website was 350 euros. Once again, their offer for 4 hours was more than double the price, as it was for an entire night through their own website.... We asked them for clarification, and they had none.... ||I am genuinely so confused about the management team of this hotel. Did they never learn about being customer oriented? Isn't that what hospitality is all about?||Who is sending out these offers and how can they dare to give out offers for double the prices as stated on their own website?! What is this, if not horrible management, and no customer service skills. Are they trying to push customers away? Shouldn't their goal be to satisfy and help their customers out instead of turning them off from staying at their hotel?||I had high expectations of the hotel and their management team, but the things they do are just absurd and unheard of. I am extremely dissatisfied with Hilton's customer service and management, and will never again recommend anyone...

We had a 4 night stay in a superior room with a river view. We arrived late evening and the first thing we noticed was the appearance of the common area and lounge which was in standing with a hotel at the upper end of the market. Check in was quick, efficient and polite. Our room was on the 5th floor (of 6) and when we entered the room we were greeted by an impressive view over the river and the lights of the Pest side of the city . It was a good size, with a very large, comfortable double bed, large arm chair, a dinning chair (the same as those in the restaurant) and randomly a large round table. Lots of storage, hanging space (with hangers), drawers, shelves, a safe, suitcase stand, hair drier, iron and iron board. A big bathroom with walk in shower one side and bath the other, plenty of hot water, clean towels, dressing gowns and slippers. There was a fridge in the sideboard where we put some fizzy we'd bought from a local supermarket. There was a coffee maker with 4 pods, although we would have preferred a kettle as we travel with our own decaf coffee, yet we didn't ask at reception if they had one we could use.|There was a UK 3 pin plug socket near the TV and 2 USB/1 USC sockets to use for charging electronic devices without the need for plugs/adaptors. All information was on the TV which was frustrating and not always the easiest to find/use, while it appears to have been a smart TV it wasn't possible to connect to it in order to cast Nextflix on to it from a tablet. The number of English channels available on it were also very limited.|Clear and simple switches on the door to indicate 'do not disturb' or 'make up my room please' which the housekeeping staff worked to. We thought that there needed to be slightly more attention to detail when cleaning and on one day we were walking to/from the lift on our floor and there was 2 bags of rubbish left close by for the majority of the day.|The choice at breakfast was excellent and well stock no matter what time we went or how busy it was. The staff were always friendly and helpful although service could be a bit hit and miss in relation to the serving of orange juice and coffee to our table with it only being offered twice to us. We also ate at the restaurant for dinner on 1 evening and found the food of a good quality at a reasonable cost for the standard with good service.|It should be noted that this hotel is at the top of a hill, access by car/taxi, small bus (which can get very busy at certain times) or walk via the road or multiple sets of steps. We tended to walk down the steps to then pick up a tram or metro and get the bus back up, highly recommend getting a 72 hour travel card wich cost approximately £12 each and have a copy of the public transport map to plan journeys. The Buda Castle district is undergoing some major works yet this didn't impact on our stay at all. The immediate area gets very busy during the day and we found it to be quiet at night with not too many people around after 9pm or any rowdy bars.|Overall a nice stay at a very good hotel which let itself down on a few minor...