Hampton By Hilton Kiel

I cannot express my review about the rooms because I never got into the room I booked.
I booked a hotel room online at hotels.com and got a confirmation that my room was booked, after a 5 hour drive I arrive at the hotel and I see the lobby is full of people, apparently they have had an issue with their booking system and had to do everything in an excel ark manually and that for me is actually understandable and fine. Why I give this place so little stars is because during this period of wait time with alot of unsatisfied customers (I waited 3¾ hour to get rebooked to a different hotel) the "manager" came once only to say they were currently fully booked. He didn't even try to help the poor lady who was standing behind the desk trying to manage all of this by herself.
The manager gave a explanation in German and then disappeared, during these 3¾ hour I was waiting he was only to be seen once in the lobby and not even trying to resolve the issue with all of these unsatisfied customers.
I understand that ofcourse there can be issues with the different systems in a hotel. But that the manager just leaves everything to one lady who is obviously stressed and tries to find the best solution for everyone. (offered free drinks non-alcoholic and alcoholic as a compensation during the wait time)
To see the manager just vanish and not try to take some kind of action helping the employes to sort out this issue was totally unacceptable for me.
Instead this poor lady who was just working at the hotel trying to manage the 15+ unsatisfied customers in the best way possible get no help at all from her manager to sort the issue.
If this is the kind of "managing" going on at this hotel which was my impression and the other guests I spoke to aswell. I will NEVER recommend this place to anybody.
My rant is mainly aimed at the manager working at the 8th of August 2024.
To care so little about your guests which included young couples with small children that had to put them to sleep in the hotel lobby furniture.
That you don't even try to handle the situation and let people wait for up to 4 hours in completely unacceptable for me.

At the end of the day the lady working behind the service counter tried her best and got most people relocated at other hotels in the city without the help of her manager.
If I could I would give her 10 stars because she did everything to help out the customers.

Seriously understaffed hotel. Arrived during the crowdstrike IT-crash and they did not handle it well. Waited more than four hours until starting doing the check in the old fashioned way. We arrived at 4 pm and got into the rooms at 9 pm. Should have called in more staff immediately.

Breakfast total chaos. No forks or plates available, guests everywhere and only two people working. Dirty dishes all over the place. Disgusting, we ended up going to a nearby cafe instead.

Elevators also underdimensioned, only two small ones for 13 story hotel. Had to walk 5 floors to avoid lines.

Rooms were nice though, could be an ok hotel if they doubled the staff!

Do not book. We booked 2 rooms for 2 parents and 3 children aged 6-10. We received 1 room, without sheets. So couldn’t sleep. Check in time is 1500, we arrived at 20:30 after a 7 hour car journey. Manager said he needed 1 hour to prepare the rooms. At 2230 hrs still only 1 room without sheets. I went and booked another hotel, Atlantic. Where we heared that this chaos at Hampton happens twice a week. Also heared from another hotel guest that they had similar experience the previous night. So in conclusion a horrible mismanagement that is worth avoiding at all cost.