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Reviewed 19 October 2020

Terrible condition of the pool area, not set out, cushions filthy dirty, no cushions on the sun lounges by the pool, no service or assistance for drinks at the pool, we had to get drinks from floors down and bring our own drinks to the pool from bar floors down up the lifts (completely inconvenient) for a 5 star hotel - shocking!!!! check in was a disaster, we wheeled our own luggage to our room on the 10th floor. There was Panicked couple when we checked in, their car was missing/stolen from the Hilton parking - very unnerving as this was our FIRST time there. We ate at the Roma Revolving because TripAdvisor had terrible reviews of the Hilton’s food and service (Roma Revolving was AMAZING). We were also woken early hours of the morning to multiple gun shots outside - frightening! We tried to make the best of a BAD situation. The room was the only good thing about the hotel. Drinks/food and service OVERLY priced for a 5 star hotel in this condition and state! I wouldn’t recommend this if you wanting an effortless CLASSY experience! I’d rate them 3/10 only because of the room!

Date of stay: October 2020
Trip type: Traveled with family
Thank 989staceyh
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Colletah Muchenje, Owner at Hilton Durban, responded to this reviewResponded 19 October 2020

Thank you for your review, we are sorry to hear you did not have a good experience with us.

We have gone through your addressed issues around the pool area setup, the pricing of the food and beverage items. We take your feedback very seriously we will address the raised points internally.

Thank you for your valuable feedback, let me assure you that we will address this internally with all those concerned.

With best regards,

Vikram Jamwal
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 25 September 2020 via mobile

Arrived after 7 on Friday evening. A quick and efficient check in, friendly butler, cokd receptionist. Receptionist didnt tekk us there was no dine-in for supper but the butler advised us to do so soon as the kitchen closed at 9. We were a grouo if four so we all tried calling to place our orders. The phone stayed busy. The butler and a waiter that we in the passage took our rooms orders just before 8. By 930 we still hadn't received our supper. Reception was nit helpful as we couldn't get through to the kitchen. After numerous calls tge food arrived after 1030pm. One order was substituted as they didn't have wgat they said, the other two ladies mutton curry smelt burnt abd tasted terrible. All were served with so much rice and little curry. The food was cold and bland. Breakfast the next day was the same ~ bland and tasteless, the eggs were horribly prepared. The breakfast was the same all 4 mornings that we were there. The 2nd nights supper we were told we could only choose between two dishes, a fish & veg & pap & wors. We ordered the fish ~ no sauce, no starch, just a piece of dry fish. The hotel is beautiful, the staff friendky but the food was a disappointment every day every meal.

Date of stay: September 2020
Trip type: Traveled on business
Thank angelaaF6774BI
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Colletah Muchenje, Owner at Hilton Durban, responded to this reviewResponded 19 October 2020

Thank you for your review Angela, we are sorry to hear you did not have a good experience with us.

Please be assured that we will be addressing the relevant departments on the issues you faced with your dinner/breakfast as well as your check-in and the information that was shared.

We are overjoyed by your compliments and will communicate them to the employees.

Kind regards

Vikram Jamwal,
General Manager



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Reviewed 1 April 2020

I am a regular visitor to the Hilton durban and its always a 5 star experience. Cost reasonable the exec lounge and big easy bay exceptional and the staff are superb. All the guys in the Big Easy bar go way beyond for all the visitors. I know the hotel has closed for a period of time due to the corona virus and I wish all their people to be safe and healthy and see you soon. Fantastic Hilton

Date of stay: March 2020
1  Thank nickrobinson53
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Colletah Muchenje, Owner at Hilton Durban, responded to this reviewResponded 19 October 2020

Thank you for taking the time to submit a review regarding your stay with us Nick!

We're honoured to have had the opportunity to welcome you. We look forward to your next stay with us. We will forward your compliments to the employees in the Big Easy Restaurant.

Kind regards,

Vikram Jamwal,
General Manager

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Reviewed 19 February 2020

I have to say I've stayed at better Hiltons The room was fine. No problem there, but the staff all seemed very miserable. We ate in the Big Easy Restaurant where staff were literally running about the place, which was far from busy, but with very little result. Why a waiter should have to run to take an ice bucket from the restaurant to the outside seating area is beyond me. We waited 20 minutes for our bill and had to ask for it three times. The noise level - loud rock music - was unbearable. We couldn't hold a conversation at all and were reduced to watching the staff running about. All in all not a relaxing dinner experience. Breakfast was equally chaotic.

Date of stay: February 2020
    • Location
    • Sleep Quality
    • Service
Thank dianaen
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HiltonDurban, General Manager at Hilton Durban, responded to this reviewResponded 19 February 2020

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 dining experience and service. We will take your comments under consideration as we continually work to improve our guest experience and I would like to inform you that I have addressed this with our Food & Beverage Manager and the Executive Chef.

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
Vikram Jamwal

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Reviewed 18 February 2020

Terrible service, horroble food. Was supposed to be contacted by Avinesh as an organizer for the valentines ball. To date no response.
I will never rereturn or recomend this venue to anyone. Breakfast is too busy (we were left waiting for seats) and the items are tasteless.

Date of stay: February 2020
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Hotels & Resorts
Thank cody454
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HiltonDurban, General Manager at Hilton Durban, responded to this reviewResponded 18 February 2020

Dear Valued Guest

Thank you for sharing your review with us. I apologize we were not able to meet your expectations and the disappointment in your overall experience, which we will surely pass this onto the entire team as well Avinash to ensure it is used to improve our guests experience.

Yours sincerely
Vikram Jamwal

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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