Hilton Dushanbe — Hotel in Dushanbe

For a 5-star hotel it unfortunately only deserves a rating of barely 4 stars. Everything looks old, the corridors are dimly lit, and the overall color scheme is dark colours. Many things don’t work (for example: light switches that only turn off the lights when you smash down on them) or switches that work in weird ways (the master switch next to the bed turns off everything: lights, TV, fridge, and all electrical outlets). But when informed staff at the the reception, the switches got fixed immediately. (But this shouldn’t have been broken to begin with. How could previous guests sleep with flickering room lights or lights that can’t be turned off?) Room service (for example refilling soap, shampoo, etc) is different in each room/floor from our own experience. And it’s very (!!!) disappointing that the roof-top patio is permanently closed. It’s only open for large gatherings or conventions. It would have been perfect to sit, relax, and enjoy the views. Except for soap/shampoo, nothing was provided in the bathroom (but you can ask). It’s outdated… I don’t know how many items people have on average that need charging at night (2 phones, powerbank, laptop, mobile hotspot, smartwatch, etc). In any case, two electrical outlets in a room is not enough nowadays. There’s not even an outlet at each side of the bed to charge your phone on the nightstand. Saving grace is that the staff all all very friendly and helpful. A big shoutout to the breakfast staff and the staff at reception. I assume the Hilton was previously the Sheraton. The mattresses are branded Sheraton and some taxi drivers don’t know Hilton but know Sheraton. (Talking about mattresses: they were great. The pillows...

Hilton dushanbe is not at the standard of other Hiltons worldwide. Customers who give 5 stars rating to a such hotel never seen a luxury hotel in their life.

Dont get me wrong, the courtesy of their staff is excellent, bed is comfortable, the spa and fitness is center as a real added value; professional and well trained.

Rooms are old with stains on the carpet, tower holder collapsing. The overall experience is overrated.

The worst part is the restaurant. Paying 18USD (+/-220 somonis) for such a poor industrial breakfast is a shameless experience.

Other cafes across the street offer better services, better taste and a real customer experience.

The croissant is like eating paper; tasteless. When, I offered one piece to the staff they politely declined. As an excuse, they can not eat on duty. Their manager should offer them to eat a piece Honestly, Dushanbe street food offer real puff pastry.

Toasts were overburned. Another excuse; it was Nowruz festival. The machine did not have time to get repaired.

To continue with juices: Packed and can juices. After my complain, the restaurant manager offered me a fresh juice option.

Guess what? I had to follow it up as it came after 20min. Moose café across the street does it in less than 5min watch in hands. Hilton might have ran out of carrots and apples.

When you run a restaurant with such high price, you must offer the service and the quality with it.

Dont just "make it right", "Make it FIRST...

Disappointing Check-in Experience at Hilton Hotel dushanbe being gold member

Rating: 1/5

I'm extremely disappointed with my recent experience at Hilton Hotel, primarily due to the poor customer service during check-in. Upon arrival at 6:30 am, I requested an early check-in online, but at the front desk claimed the hotel was fully booked the previous night and no rooms were available.

However, asked to pay for an early check-in, they suddenly had a room available. This inconsistent communication raised suspicions. Furthermore, the check-in time is 3 pm, which seemed unreasonable to enforce so strictly.

When I asked to speak to the floor manager, the person who introduced himself as the supervisor was rude and uncooperative. He claimed no manager was available until 9 am, leaving me stranded in the lobby.

Issues:

Inconsistent communication about room availability Unwillingness to accommodate early check-in without additional payment Rude and unprofessional customer service Lack of accountability from management

Expected Improvement:

Flexible check-in policies Transparent communication Professional and empathetic staff Availability of managers to address customer concerns

Conclusion:

Regrettably, my initial experience has made me question my decision to book this hotel. Hilton should reevaluate their customer service standards to match...