Hilton Amsterdam — Hotel in Amsterdam

Because I don’t know how to reply your response,I have to add here :

Please don't sidestep the issue. I do not consider him a racist just because he refused to let the four of us stay together .

I understand that different countries have different policies, and I am very willing to comply. When I found out that we couldn't all stay together, I first checked that there were no available rooms at the Hilton, and then my husband made a reservation at another hotel.

And my children were not playing basketball in the lobby; they were just dribbling the ball while walking out of the lobby, staying there for less than half a minute.

Yes，My agent has contacted the hotel many times to cancel, but that happened after I felt discriminated against. However, all requests have been rejected. Why don't you consider that, even if I lose thousands of euros, I choose to leave the hotel today?

This morning, another manager did indeed speak with me. He was friendly, and I described the incident to him, explaining that I fully accept the hotel's policy and have no complaints about it. He is aware of the reasons why I feel discriminated against.

I already mentioned below that he refused my husband's request to help me with the luggage and did not offer any solution. He just watched me struggle with the heavy luggage and behaved with a mean attitude during the process.

When I asked if my other child could stay in the room for two hours during the day, he still refused harshly without a friendly explanation. This made me feel very inhumane, considering my child is only five years old

His tone was filled with strong distrust, and he kept staring at us every time we used the elevator.

When I told the blonde girl that I was staying for only one night, she didn't ask me. This was not only inhumane but also very unprofessional.

Above is how I felt discriminated against from all sides, and I don't believe you provided a good environment. The last sentence was indeed a reminder for Asian guests to be cautious. And you never acknowledge any wrongdoing; you just like to argue with guests.

Please do not continue to confuse the issue, as I have never expressed any dissatisfaction with the hotel policy.

Original review of this hotel :

I find it hard to imagine that such an incident could occur at a Hilton hotel in an international city. Today, while checking in, we were subjected to racist remarks and utterly inhumane language from the front desk manager, Gabriel.

My husband, two children, and I are traveling, and I booked a double bed room for five nights. However, we were told that only two people could stay in the room due to strict regulations. Willing to comply, my husband booked a room at a nearby hotel for himself and one of our children. When I asked the Hilton manager if my husband could help me bring our luggage upstairs and then leave immediately, I was told no. Moreover, the hotel had no staff available to help me with my luggage!

Since my husband had to go out for work, I needed to take care of both children at the same time. I asked the manager if both children could stay in the room during the day for two hours, assuring him that one child would leave in the evening to stay at the other hotel. This request was also denied, and his attitude was extremely rude！

What made it even more unbearable was his contemptuous attitude and tone. Every time I took the elevator, his two young blonde colleagues would constantly watch us to ensure that my husband and the other child weren't secretly staying in the room. This made me feel deeply insulted and racially discriminated against.

Unable to tolerate their attitude any longer, I decided to stay only one night. When I went to the front desk, the young blonde girl didn't even ask why I was leaving early. That’s because they knew exactly why!

In summary, this experience has given me a very poor first impression of the Netherlands and an extremely negative view of the Hilton hotel.

Please be cautious when booking this hotel if...

I wanted to write this review to explain my experience with this hotel. First I will say that the hotel room and location of the hotel were good. The room was clean and had a nice view and the location was exactly where we wanted to be. It’s near the museum district and in the quieter part of the city as opposed to the city center. There were multiple trains and bus routes just a short walk from the hotel. That was the good part. I have a lot to say about the service at this hotel. It started when we first arrived at the hotel. It was early in the morning and we thought “let’s just see if our room is available”. Totally would understand if it is not. We were told it was not ready but there was a room we could stay in for 15 euros an hour until actual check in time. We were told that this room was the exact same upgraded room that we booked. At first we said no thanks we will wait because it would have come out to about 50 euros for us. But then we thought about it and wondered is this a policy for Hilton?? Why would we pay more to get the same room we booked? Can’t you just give us the room now? We went back to the counter to ask a different person working there and they got us to our room right away. We just thought that was a weird way of doing that. We had a five night stay at the hotel on the second day we noticed that our room wasn’t cleaned so we requested that it could be cleaned and towels replaced the next day. We got back after a full day and the room hadn’t been cleaned. We called again and let them know the room hadn’t been cleaned. The manager housekeeping came to our room and apologized and offered us a drink at the bar voucher on him. We kindly accepted and was grateful for the gesture. They did clean our room the next day. We wanted to take them up on the free drink at the bar. We went and ordered drinks and when we gave the voucher to the ppl at the bar they told us it only covers soft drinks and wine. No where on the voucher did it say that. They were adamant that we needed to pay for our drinks. I let them know that this was given to us as an apology because of a mistake the hotel had already man at the bar was not budging. After a few minutes of going back and forth the man finally said he would “do us a favor and take it” even though he wasn’t supposed to. Mind you we are diamond members and there is a lounge that we could go to for free soft drinks so why would we get a voucher for something we already get for free?? I wish that was the end…. We had room service one night and the pizza we ordered not only didn’t look like the pizza from the menu at all but it was burnt to the point it was not edible. We also had a weird interaction with the server at the Roberto’s restaurant in the hotel. The restaurant was honestly terrible. It was a pretentious, wannabe fancy restaurant that serves mediocre food at best. Our server came across rude and bothered when we just asked questions about the menu….. This hotel stay was just not up to the standard I would have expected. As a diamond member I stay at plenty of hiltons and unfortunately I have been let down multiple times. Hilton is just not what...

It's been challenging to find the right words to capture the exceptional service we received at the Hilton Amsterdam. From the moment we stepped through the doors until our departure, we were treated like royalty. As Diamond members, we were warmly welcomed by the front desk staff, who graciously upgraded us to a suite before our arrival.

Arriving at 11 am after an exhausting 11-hour flight from Houston, we were relieved to learn that early check-in was not only possible but encouraged. The staff even directed us to the executive lounge for refreshments, and informed us about the $100 credit available to us as American Express guests, usable anywhere in the hotel.

Our quest for an extensive tour of Amsterdam led us to Niko, the exceptional concierge. His expertise was immediately apparent as he effortlessly suggested several tour options tailored to our preferences. Within moments, our bookings were made, and tickets printed—all while Niko seamlessly arranged our public transportation passes for hassle-free travel during our stay.

Niko's wealth of knowledge extended beyond tourist attractions; he possessed a deep understanding of the local area, the hotel amenities, and anticipated our needs before we even articulated them. His dedication to ensuring our experience was nothing short of exceptional was evident in every interaction.

Despite our thorough exploration of the hotel's offerings, one mystery remained unsolved—the enchanting scent that permeated the lobby and public areas. Despite our inquiries with the front desk and Niko himself, its identity remained elusive. We're eager to recreate this unforgettable aroma at home and would appreciate any assistance in identifying and obtaining it.

Our loyalty to the Hilton brand has taken us across the globe, but our stay at the Hilton Amsterdam stands as the pinnacle of hospitality. The level of service we experienced surpassed anything we've encountered before. It's clear that the Hilton Amsterdam sets the standard for excellence, thanks to the impeccable training and management techniques evident throughout the hotel.

Our heartfelt gratitude goes out to Niko for his invaluable assistance and unwavering commitment to ensuring our stay was nothing short of extraordinary. Please convey our sincerest thanks to him, and rest assured, we'll carry the memories of our unforgettable experience at the Hilton Amsterdam with us wherever we go.

Wayne...