Hilton Windhoek — Hotel in Khomas

This is email from useless security manager about my Report about losing money in the room.

Thank you for choosing to stay with us during your last visit to Windhoek.

We took the incident regarding the alleged missing money from your room during your last stay with the seriousness it deserves. We have since completed the necessary investigations and can confirm that we could not detect any suspicious movement into your room apart from our housekeeping staff members conducting their normal duties.

We sincerely do apologize for the inconvenience caused and we would like to assure you that we do thoroughly screen our staff members during the recruitment process to eliminate any potential criminal elements.

Please be assured that we did a thorough follow up on all recourses available to us but it did not turn up any positive results either. I do however urge you to ensure that all valuables or monies are stored inside the in room safe...… Riaan Labuschagne Security Manager

My reply :

Good Morning

I expected this is result from you and investigation team .

can you answer my question why housekeeping inter to my room 9:25 PM ?? and he not clean or change anything from the room?? And your security supervisor Witness this .

I told you why … because he inter my room about 7:00 PM (time from chocolate) and check my bag and return again 9:25 PM .

Really its bad experience in your hotel and bad system . Let me tell you that your hotel never lives up to the Hilton Hotel international stander. When I booked into the hotel I think it is a hotel that appreciates the customer not stealing their money by the housekeeping team.

And I will share my bad experience for your hotel for all the world through social media , So they think a thousand times before they make reservations at your hotel..

Dont forget...

Honestly, disappointed by the confusion, rooms are pretty nice though. Beware if you are a family with young kids...

We booked a room for three people, two adults and one child. A child being under 16... We were assured on checking in that there would be a roll away bed in the room for the child to sleep on.

So, before dinner we contacted house keeping to ask for it to be made up, the bed that is. We were assured that someone was on there way to do this for us, we were hopping that the bed would be made up... Oh no it wasn’t.

After dinner we came back to the room, nobody and come to put in a roll away bed or even add more pillows; we were now expecting to share a bed with a teenager! We contacted reception who told us that they had run out of rollaway beds and now we’d either have to share a bed or move rooms. By this point we were angry as there probably were beds available when we first called before dinner, but because of the utter confusion and lack of communication, none were available now.

Eventually they gave us another room, I hope they don’t charge us for the mistake caused by them not doing a simple thing!

Another member of our party went to the other room so now two of us - the child and adult - are sharing one bed and the other adult in the other room.

To add to this, no other rooms were available on our floor; well done Hilton!

Normally Hilton are pretty good but this was just bad, I know this happens at other hotels but to say at check in that you are aware of the need for a rollaway bed and not have one set up and then keep saying you will do it, then not providing is a disservice to the brand.

Sorry Hilton, this wasn’t great. I’d recommend making it clear of the need for a bed and insist on waiting in the room till one arrives;...

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