Hampton by Hilton Utrecht Central Station

We are excited to see your great 5* rating and happy to hear that you experienced our exceptional hospitality. Next time you are in the area, we would love to have you stay with us again! Thanks for taking the time to leave us your … More

Our stay at this hotel was deeply upsetting and nothing like what we expected from a place that is supposed to be safe and secure. While staying here with my sister, who is a minor, our hotel room was entered and personal belongings were taken. My laptop and my sister’s iPad were stolen from inside the room, and our bags had clearly been gone through. Knowing that someone went through our personal items was extremely violating and left us feeling unsafe and unsettled. This did not happen outside or in a public area. It happened inside a hotel room that is meant to be secure. We raised serious concerns about housekeeping practices that we personally observed during our stay. We noticed that a single housekeeper was cleaning multiple rooms at the same time, often leaving four or more room doors open while moving between them. With doors left open and unattended, it would have been very easy for someone to enter a room and take belongings without being noticed. When we brought this to the attention of hotel management, including the director and supervisor, we were extremely disappointed by their response. They stated that there was no need to question the housekeeper at all. They repeatedly implied that the situation must have been our fault and suggested we forgot to close the door, despite the fact that the door automatically shuts and I personally checked that it was closed before leaving. The director admitted that he did not ask the housekeeper whether she left the door open to get supplies, how long she was in the room, or whether the room was left unattended at any point. He openly stated that none of this was questioned and that the hotel takes no responsibility for items stolen from inside a guest room. The fact that a minor was staying in the room makes this situation even more disturbing. Although we were initially told that the issue would be looked into, the following day we were simply dismissed and told that nothing could be done and that any investigation would likely show nothing. A police report has now been filed so that security footage can be accessed and the situation can be properly reviewed. Regardless of the outcome, this incident completely ruined our stay. Losing valuable personal items is devastating, but the violation of having our belongings searched through and the complete lack of accountability afterward made this experience far worse. This hotel did not feel safe, and the customer service when faced with a serious issue was unacceptable. We left feeling helpless, angry, and extremely disappointed. We have repeatedly requested information regarding the hotel’s liability limits and insurance policy, but these requests have been ignored. Instead, management continues to claim they cannot compensate for “lost” items even though they were stolen from inside the hotel room. Overall, this stay has been upsetting, unsafe, and deeply disappointing, and it is not an experience we would ever repeat or recommend to others.

Fantastic hotel. Inside a shopping mall. Great design. Great quality. I loved it.