Hampton By Hilton Tivoli Mini-hotel

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A decent and clean hotel with a good location and breakfast. This could have been a very positive review and experience — if not for one major drawback: whether your stay is pleasant or unpleasant depends entirely on which staff shift you happen to encounter.

I booked a room for one night and paid by card at check-in. The payment was successfully processed — the funds were withdrawn from my account, and the terminal showed a successful transaction. However, the receptionist said she couldn’t see the payment in their system and asked me to pay again using another terminal.

After double-checking my banking app and confirming that the payment had gone through, I refused to pay a second time, explaining that I had already been charged. Another employee joined in, trying to explain something unclear about their payment system and kept insisting I make another payment.

After half an hour of unnecessary stress, back-and-forth discussions, and demands for a second payment, I was finally allowed to check in after a phone call to the manager — but only after I left my personal information in case the hotel failed to sort things out on their end.

I’m a very understanding person — technical issues can happen, and perhaps there was a real glitch in their system. But I want to stress that for a hotel belonging to a well-known chain, such rude and unprofessional behavior from staff is absolutely unacceptable, especially when aggressively demanding double payment for a single stay.

Thank you to the young woman (unfortunately I didn’t get her name) who handled my check-out and helped ease the unpleasant impression from the previous shift by politely resolving the issue and apologizing for her colleagues’ behavior.

Still, I would not recommend this hotel if you’re looking to have a smooth and pleasant stay.

Having missed our train we needed to overnight in Aachen. Booked our stay quickly on the Hilton app and checked in quickly. The receptionist did not speak much English but understood our request for some basic necessities like toothbrushes and a razor. The room itself was not great. Relatively clean but the walls were covered in scuffs and the cleaning seemed to be done quite quickly. The room needed some nicer touches and more furniture to feel homey. Breakfast in the morning was ok. They actually had quite a few options and we were satisfied with the food. However all the dishes smelled like sewer water - very off-putting. Overall the stay was fine for an emergency setting but I would have been pretty disappointed if I planned to stay there for more than a night.

I think it shames the name of HILTON. From the many hotels of Aachen I have visited over the past 15 years, this is easily the worst. I have the bad luck my company booked me here.
Note future visitor... no fridge, no minibar, no restaurant at the hotel, no working tv, for water the tell you to drink from the bathroom!! and hotel service is just very unpolite and unhelpful.
And guess what... The hotel doesn't have room service!! :D I wanted a simple spoon and they told me to come down to get one as they don't have room service! a 3-star hotel???