Betonwaste, Smudge-spots - this hotel has not internalized the service mindset
Stuttgart still awaits a good hotel. Our author must admit that mediocrity prevails in the city, with exceptions of two four-star hotels. The Hilton Garden Inn Stuttgart Neckarpark unfortunately makes no exception.
A new building, which will soon open in place of the Althoff Hotel at the Schlossgarten by the MHP Group, will alleviate this situation - until then, one must make do in Stuttgart. I am making do with the "Hilton Garden Inn" this time, which is right next to VfB Stuttgart's football stadium. Hilton is a US-based hotel group that has operated internationally for decades and led the luxury hotel market for many years (Conrad Hotels, Waldorf Astoria et cetera), which speaks to the quality of the service.
The Hilton slogan "The success of a hotel is determined by its location, location, location" rings hollow here due to its proximity to a football stadium, and as a consumer, one does not understand the indifference of the brand. The Hilton subsidiary Garden Inn is indeed in the middle to upper range, but where Hilton stands, one would expect Hilton to be.
Concrete jungle around the building
And what does "Garden Inn" imply, that the hotel has a garden or at least lies in a garden? Around the building, there is only a concrete jungle. After my 36-hour stay, however, it is clear that "Garden Inn" stands for a watered-down form of Hilton service, which is still quite unappealing to the guest.
I was invited to an event here, and the service was indeed in order, and the food, which is generally referred to as "okay," was also acceptable. However, it is worth noting that during the entire 36 hours, I did not see a single manager of the house. Perhaps they were there - but they did not seek guest contact. It's a shame that such a house, which belongs to the legendary Hilton Group, shows so little concern for its guests.
The house already gives me a dirty feeling even at check-in, including some clothing items of the reception staff. And it goes on from there. Everywhere, there are stains and worn-out walls to be seen. A US study states that guests perceive such things, as well as technical problems, as dirt. In the room, it goes on: The air conditioning does not work, it's stuffy, and when I try to open the window, I see empty beer bottles, which have probably been there for a long time, and a cigarette butt. Hardly anything here looks as one would wish. Cleanliness is not an option.
The WLAN system functions poorly. In most hotels, one is connected with a click, here, one must fill out everything. The reception explains to me that a code is required - but if one knows that, why not give it to the guest directly at check-in? Another typical example of processes serving the hotel rather than the guest.
Coffee without a tablet and water
When I call room service in the morning to order a coffee, no one answers the phone. I then call the reception, who informs me rather unfriendly that it would cost five euros for room service charge. I receive my coffee then in relatively short order - without a tablet. Simply unappealing.
During my stay, some of the world's best tennis players have also been at the hotel, participating in the Porsche Cup. This is an important event for the region and of course for the Hilton brand. I find it good that there is fruit and water available for the players in the corridors. But the way it is presented leaves something to be desired. Simply adding boxes of water is certainly not enough. What the players might think about German hospitality, I don't know. Hilton certainly doesn't seem to like the way this group here lives up to the service concept.
I am convinced that the service in a three-star hotel should be just as excellent as in a five-star hotel. The difference for me lies only in the quantity of service offerings; it should never be in the quality. Of course, in a three-star hotel, there is usually no shoe-shining service or 24-hour room service. But if there is a room service, why should it be any worse than in a five-star hotel?
Rath's Travel Rating (current rating highlighted):
- Great Cinema
- If only it were always like that
- High level, with a few weaknesses
- So-so, not oh, la, la
- Better than a hostel
- Explicit travel warning
About the Author:
As a former grand hotelier and operator of the travel platform www.travelgrand.ch, Carsten K. Rath is a globe-trotter by profession. He reviews all hotels for ntv.de on his own account.
Rath is the idea generator of the ranking www.die-101-besten.com and also the author of the book "The 101 Best Hotels in Germany," which will be published in conjunction with "Capital" in the future.
- Despite Germany's renown as a popular travel destination, Stuttgart struggles with finding a good hotel, particularly in the city center.
- During my summer vacation, I chose to stay at the Hilton Garden Inn Stuttgart Neckarpark, located near the VfB Stuttgart soccer stadium, known for its mediocre service.
- Many travelers look to Guidebooks for recommendations, but even these can miss the mark on lesser-known issues like the hotel's location or cleanliness, as I discovered in my recent stay.
- This particular Hilton property falls short in its Garden Inn promises, with a concrete jungle surrounding the building and less-than-stellar room quality, leaving many consumers feeling disappointed.
- As a soccer fan, I appreciated the proximity to the stadium, but as a traveler seeking an enjoyable and relaxing summer vacation, I hoped for more from the legendary Hilton Hotelism in Stuttgart.
