2/10 Terrible
Paul
Travelled with family, Travelled with family and small children
7 Apr 2025
Liked: Staff & service, amenities, property conditions & facilities
Disliked: Cleanliness
Operational Mismanagement at the Expense of Guest Experience
As a retired hospitality professional with over 20 years of executive-level experience—including the openings of two 5-star hotels and leadership roles in Michelin-starred establishments—I find it unfortunate to leave negative feedback. However, the standard of operations at Hilton Munich Airport falls drastically short of what a property at this tier should deliver.
We arrived at 16:00 as a family of three returning from a ski trip. The lobby was in complete disarray following a trade event luncheon. While the event itself had largely concluded, the aftermath remained: tables covered in soiled glassware, silverware, and empty bottles. The space was visibly neglected, with one staff member appearing to handle both the cleanup and remaining guests. This level of understaffing signals either mismanagement or complete disregard for the guest environment.
Check-in was unnecessarily slow. Despite having seven bags, there was no offer of assistance. I had to request a luggage cart and was directed to push it myself through a cluttered, banquet-filled lobby to reach the west tower. This lack of basic service is not in line with Hilton’s stated luxury standards.
The game room, which we visited shortly after, was littered with empty glasses and bottles, indicating a lack of access control and maintenance. It appeared to be used by non-guests awaiting flights—unacceptable in a controlled hospitality environment.
The rest
Paul
Stayed 1 night in Apr 2025
