DoubleTree by Hilton Amsterdam Centraal Station

"⭐ Very Rude and Disappointing Service by Waitress Aida at WE ARE EDN Restaurant on My Birthday DoubleTree by Hilton Amsterdam Centraal Station has its rude staff member, Aida, at WE ARE EDN Restaurant to thank for this review. Otherwise, I would probably have let the experience go, as writing reviews is not something I usually do. However, her unacceptable behavior compelled me to speak up and share my experience. On 9 October 2026-my birthday, at 15:30 after checked in, my partner and I stopped at WE ARE EDN for a small, quick bite before getting ready for my birthday dinner at LuminAir. The waitress, whose name my partner asked for when clearing the bill, identified herself as Aida. She was extremely rude, aggressive, and disrespectful. Nobody welcomed us, showed us to a table, provided us with a menu, or came to take our order. We had to do everything ourselves. When my partner asked why I had chosen a table next to the corner table, I calmly explained that the corner table was still dirty, with the previous guests' plates not yet cleared. The waitress suddenly interrupted our private conversation in a hostile and condescending tone, saying, “I am cleaning it now! Then you guys can come sit here!” I found her use of “you guys” in that context dismissive and unprofessional, especially at a Hilton-branded hotel. She later returned with our drinks and again said, “You guys can sit here now!” When I declined to move tables, she threw a coaster onto our table, which I found extremely disrespectful. She then put the glasses on the corner of the table, not on the coaster. Refer the photo I attached of the coaster she threw also her side photo. There was also a male guest seated nearby who may have witnessed the interaction. Being spoken to in such a manner in front of another guest made the situation even more embarrassing and humiliating. This incident upset me so much that I ended up crying while eating on my birthday. What should have been a happy and memorable occasion instead became a deeply upsetting experience. What made matters worse was the restaurant manager's dismissive response when my partner reported the incident. There was no meaningful apology, empathy, or reassurance that the matter would be addressed. We felt that our concerns were simply brushed aside. The Hilton HEART service philosophy was not being use at all here. To be fair, the staff at LuminAir were excellent, friendly, and professional. The food and ambience were also great, and I had a wonderful birthday dinner there, thanks to their excellent service. My partner is a Hilton Honors Gold member, having joined the programme relatively recently, and we have stayed at numerous hotels internationally. Some of our personal favorites include Jumeirah Olhahali Island in the Maldives and Conrad Athens The Ilisian. We have experienced excellent hospitality at many international hotels, so we believe our expectations of basic courtesy and professionalism are entirely reasonable. We are not asking for special treatment, simply respectful communication and proper service. For context, I currently hold a senior management position overseeing several Hilton properties, including Curio Collection and Canopy hotels, in one of Europe's most visited countries. From my professional experience in the hospitality industry, I find this kind of behavior completely unacceptable. If a staff member under my management behaved this way towards a guest, I would consider the matter extremely seriously and would not hesitate to take appropriate disciplinary action towards her. I hope DoubleTree by Hilton Amsterdam Centraal Station management and Hilton takes this feedback seriously. A birthday should be a happy occasion, not one that leaves a guest feeling humiliated, disrespected, and in tears. I hope Hilton addresses these concerns to prevent other guests from experiencing the same disappointment."

"Hilton Excellence - professional staff, complete Hilton experience. Room was outstanding with cold air and windows that open and a phenomenal view of the canal & city."

"Great location, friendly and helpful staff, clean cozy room with canal view, and reasonably priced. It’s within walking distance from Centraal Station, with lots of cafés and restaurants nearby. The streetcar is also easily accessible, making it convenient to get around. The rooftop bar is amazing."