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Sep 11, 2022

2 year old Hurt - Unsafe hotel - Badly maintained hotels properties Hilton Dubai the Walk

My husband has been a very long standing Hilton business customer, in Hilton terms a diamond customer for almost a decade. Like most of us we use his business points to subsidise our family holidays. After our last fully self paid holiday in Dubai (Hilton Dubai the walk) I have to sadly say, that we won’t ever stay at the another Hilton hotel again. It certainly feels as if Hilton doesn’t really care about it’s customers. We have taken our concerns to their customer relations department as-well, with no response. We certainly felt that way recently in July 2022 when my 2 year old daughter was physically harmed by a badly maintained property at Hilton the walk. She required overnight Emmergency surgery, as devastating as this as a parent, the hotel has constantly ignored us, and fobbed us around to their insurers who have fobbed us to their reinsurers. I am not sure what the end goal of it all is as medically we were well cared for by American Express. All I ever wanted was a simple heart felt apology and an action plan as to how they would fix the issue for and so that it wouldn’t happen again. The Dubai the walk staff have constantly belittled the pain and suffering caused and have ignored us. If something of this sort would have happened at a proper hotel chain like Marriott, IHG or even Accor, we would have expected to have spoken to the hotel manger instead at Hilton we were handed off to the front desk staff who really had no power or authority. It’s sad to see a decade long relationship and loyalty to a brand come to an end. Ps when we visited the Hilton’s Jumeriah beach hearing about the conditions they keep their staff in was shocking. We recall talking to an African origin Cleaning staff at the beach, and his story of how he struggled on a day to day basis with living cost in Dubai whilst being paid dismally by Hilton. We honestly felt sick to our core thinking about how the staff must feel when they see affluent western tourists visit their hotel. A story that really upset us was from a Philippine origin server who was so nice to our 2 year daughter as she reminded of her little daughter of the same age. She hadn’t seen her daughter in a year and a half as she couldn’t afford to travel back home. It all adds up, poorly treated staff = unhappy staff = bad culture = dangerous properties. Please we urge anyone with kids to avoid at-least these Hilton hotel at all cost. If you see a problem point it out to the hotel and force them to fix it before someone gets injured. These properties are very badly maintained. We will repost our reviews on other platform to keep the message going out to all those that want to travel and stay at Hilton properties and have little children.