Hilton Cairo Heliopolis in Cairo

My stay at the Hilton in Cairo was extremely distressing, especially as I was traveling with a seriously ill child. Cleanliness, professionalism, empathy, and guest safety were far below Hilton standards.

At check-in, the receptionist, Ibrahim, misrepresented the breakfast price, pressured us to pay in USD cash, and assigned us a dirty room with stained bedding. Housekeeping repeatedly violated privacy, including a male staff member entering the ladies’ bathroom while I was inside and another attempting to push our room door open while we were in nightwear.

Although the lobby looks impressive, the rooms are filthy, outdated, and misleadingly presented. Pool safety was ignored, children were in the pool while maintenance with sharp objects was taking place. Guest relations showed no empathy, even when my child was unwell, and the GM appeared disengaged. Staff became petty after complaints were escalated.

There was clear discriminatory treatment toward foreigners and guests wearing headscarves. Many staff focused on tips rather than service, delivery drivers were told to keep my change, and staff pressured us to leave a good review despite the experience. A bellman also damaged my property and denied responsibility.

The only positive was Ms. Rahma, the operator, who showed genuine empathy and professionalism. All incidents were documented and escalated to Trip.com and Hilton corporate. This experience has not put me off Hilton as a brand, but this property’s staff and management fall far below expected standards.

To the receptionist, GM, and guest relations: you do not own the hotel, you are just employees. People like us stay here, and that’s why you get a salary. One night of our stay is your entire month’s wage, that’s the difference between us, the guests, and you. So please stop behaving like you own it!