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“Gorgeous Hotel & Mostly Friendly Staff”
Review of Hilton Durban

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Hilton Durban
Ranked #2 of 44 Hotels in Durban
Certificate of Excellence
Reviewed 3 January 2017

We stayed here one night for my husband's birthday and arrived by train from Johannesburg. The service was great from the beginning. We hadn't prearranged a car from the train station to the hotel but after one quick call to the concierge's desk a car was sent for us in a timely manner. Upon arrival, the service was impeccable. I wanted to do something special for my husband's birthday. The venue that I tried to book online was sold out for the night. After explaining the situation to the concierge manager, he arranged for us to attend an after party at the Le Vue Floating Restaurant. We had a great time and the night was definitely one of the highlights of our two week trip to South Africa.

While getting ready for the evening, my husband wanted his shoes shinned and the housekeeping staff took care of it expeditiously. I purchased a few nice items from the gift shop and the ladies in shop were pleasant. One of the ladies even noticed my tanzanite engagement ring and inquired if I had a December birthday as she did. Despite our pretty nice experience, there were three minor issues that are worth mentioning: (1) The pool is in an odd place. My husband wanted to go for a night swim but it's situated next to one of the restaurants. There was a banquet style event going on so it would have been a bit awkward to go for a dip while folks were waltzing around in evening attire.....which brings me to number (2) my husband is from Louisiana so we were very excited to try the lobby restaurant "The Big Easy" but we were denied service because of a private event. We ordered room service and the food was great so that kind of made up for the inconvenience. Lastly (3) the spa staff were probably the least friendly of the all the staff that we encountered and it made me not want to spend my money there. Overall we have fond memories and would stay here again when we return to Durban.

  • Stayed: December 2016, travelled as a couple
    • Sleep Quality
    • Rooms
    • Service
1  Thank MaestraTanisha
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MarkusMFritz, General Manager at Hilton Durban, responded to this reviewResponded 5 January 2017

Dear Valued Guest

Thank you for taking the time to review our hotel. We appreciate and value all of our guest's feedback and I'm pleased to know you had a truly memorable experience and best wishes for your husbands birthday he celebrated whilst you were with us. Thanks again for sharing your feedback and we hope to welcome you back again in the future.

Yours sincerely
Markus

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Reviewed 3 January 2017 via mobile

Rude receptionist, not what I expected. Oh yeah, NO TOWELS.
Stay away from this hotel. Took us 3 hours just to check in. Receptionists ARE ALL RUDE AND UNHELPFUL. Management is non-existent jus stay away.

Stayed: January 2017, travelled with family
Thank vuyaniz
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MarkusMFritz, General Manager at Hilton Durban, responded to this reviewResponded 5 January 2017

Dear Valued Guest

Thank you for taking time to leave feedback on your stay at our hotel. We are grateful for all the feedback we receive and always aim to improve future guest stays.

We are disappointed to hear about your experience. Our team members always want to ensure that they make it right and we are sorry they were unable to do so on this occasion. We will be passing on your feedback to the Front Office Manager and the Executive Housekeeper to have it looked into.

We hope you can give us the opportunity to make it right and to show you our commitment to delivering outstanding service and quality.

Yours sincerely
Markus

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 January 2017

- 7 Hour Check-In - Broken Cupboards in the rooms - Challenges getting towels and a TV remote (21:00 - 00:00) - Incompetent Staff - No one answering phones or queries - More security personnel than people that can actually assist - Severe Parking challenges with double charges for parking at the ICC - Complete and Utter nightmare.

  • Stayed: January 2017, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Hotels & Resorts
Thank missa2015
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MarkusMFritz, General Manager at Hilton Durban, responded to this reviewResponded 5 January 2017

Dear Valued Guest

I appreciate you bringing these details to our attention and this is not the level of service we strive to provide each guest. Your comments will be passed to our leadership team for further review.
I do sincerely apologize we were not able to provide you with the quality of services you deserve. This is uncharacteristic of our hotel and staff, and we are always looking for ways to improve our customer experience. Your satisfaction is very important to us and we try hard to make sure all of our guests have a rewarding stay. Thank you again for your feedback and we hope you will give us another chance to Make it Right.

Yours sincerely
Markus

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 2 January 2017

Rude Receptionist
No towels
Average breakfast
Terrible Swimming Pool
Understaffed
Pictures on the internet not a true reflection of the rooms an amenities.
Ernie Els Bar only good thing about this Hotel

  • Stayed: December 2016, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Hotels & Resorts
Thank lukaspieterf
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MarkusMFritz, General Manager at Hilton Durban, responded to this reviewResponded 5 January 2017

Dear Valued Guest

Thank you for taking the time to share your experience about your recent stay at our hotel. I sincerely appreciate your feedback and very sorry to hear of your overall guestroom experience, quality of facilities and service. Our Executive Team is reviewing your comments to ensure they are used to improve our guest's experience and would like to inform you that I have addressed this with our Front Office Manager, Executive Housekeeper and the Food & Beverage Manager.

I apologize we were not able to provide you with the quality of services you deserve. This is uncharacteristic of our hotel and staff, and we are always looking for ways to improve our customer experience. Your satisfaction is very important to us and we try hard to make sure all of our guests have a rewarding stay. Thank you again for your feedback and we hope you will consider staying with us again.

Yours sincerely
Markus

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 2 January 2017

Tiny reception with long queues, terrible arrival experience in car arrivals, worse parking experience not enough for its room numbers, relocated executive floor and lack of general information. I will not use it again, out of choice, after that experience.

  • Stayed: December 2016, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Hotels & Resorts
Thank sandileg2017
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MarkusMFritz, General Manager at Hilton Durban, responded to this reviewResponded 5 January 2017

Dear Valued Guest

Thank you for taking the time to share your experience about your recent stay at our hotel. As a Blue HHonors member, you are among our most valued guests. I sincerely appreciate your feedback and very sorry to hear of your overall experience, accommodation and service. Our Executive Team is reviewing your comments to ensure they are used to improve our guest's experience and would like to inform you that I have addressed this with our Front Office Manager, Chief Engineer, Security Manager, Executive Housekeeper, Executive Chef and the Food & Beverage Manager.

I apologize we were not able to provide you with the quality of services you deserve. This is uncharacteristic of our hotel and staff, and we are always looking for ways to improve our customer experience. Your satisfaction is very important to us and we try hard to make sure all of our guests have a rewarding stay. Thank you again for your feedback and we hope you will consider staying with us again.

Yours sincerely
Markus

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Hilton Durban

Address: 12 - 14 Walnut Road, Durban 4001, South Africa
Phone Number:
Region: South Africa > KwaZulu-Natal > Durban
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#1 Luxury Hotel in Durban
#9 Business Hotel in Durban
Price Range: R1 351 - R3 222 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Hilton Durban 5*
Number of rooms: 327
Official Description (provided by the hotel):
Hilton Durban is an iconic landmark hotel offering superior accommodations in a supreme location near the Durban International Convention Center. All rooms offer panoramic views of the city or the Natal coastline, with easy access to Durban's beaches and central business district, perfect for meetings or events. Our stylish, comfortable and convenient 327 rooms provide a place to unwind or catch up on work. Spacious Suites feature a separate living room and upgraded amenities. Upgrade to an Executive room for free breakfast and refreshments throughout the day in the exclusive Business Lounge. Book a room or suite on the Hilton website for our best rates. Enjoy a different culinary experience at every meal when you stay at Hilton Durban. Savor a hearty breakfast at the new Vasco's Restaurant and innovative dishes from the chef's table at Big Easy Winebar & Grill Durban by Ernie Els. Relax with a coffee and light meal at the Coral Lounge. Daily 24-hour room service is available. ... more   less 
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Also Known As:
Hilton Durban Hotel Durban
Hilton International Durban

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