Hilton Helsinki Strand in Helsinki

Overall really awful and disappointing experience at Hilton Helsinki Strand. Unfortunately doesn't match the standard of other Hilton's and needs lots of improvement.

On arrival, we checked in at around 4pm and due to my gold status, had been upgraded. We asked for a room with a view of the sea (main reason for staying) and we're provided one by T who was kind and helpful.
However, it went downhill from here.
Once we got to the room (644) the room was 23.5 degrees. We tried using the AC to cool the room but this was dated and unfortunately broken. Reception were contacted about this via the app, and they responded to say it takes a while to cool down and that they would check the master settings. We went out and returned to the hotel 3 hours later and the room was still 23.5 degrees celcius. We contacted them again, and we're told we could open the window (which we did - this opened fully and for a room on the 6th floor, is a safety hazard!). We declined the fan as we were already dealing with other issues with the room.

Unfortunately, as other reviews have pointed out the bed is like rock. The springs dug into us and it was not Hilton regular standard or quality. We contacted the reception, and asked for a mattress topper or another duvet. We were informed they would bring a spare duvet up. I had explained that I live with chronic pain and disability and when A arrived to the room with the duvet, she did jot apologise and said that she prefers a hard mattress for her back. We made up the bed with additional duvet for padding. Unfortunately this did not make a difference. We repeated the process of requesting another duvet twice more. At which point we were told 'if we were used to very soft beds at home, this would feel different'. This felt really condescending and dissaapointing. Having stayed In Hilton's around the world for more than 50 nights this year, I never usually have an issue. Eventually, we were brought a mattress protector to put on top of the duvets - this had a blood stain in the middle and was unclean.
Throughout this process we explained our disappointment, and we're looking for alternative hotels (had it not been 10pm at this point, we would have moved). The staff did not apologise or seem to care.

The room itself is dated and shows wear and tear. The whole hotel needs refurbishment and is not in line with the star rating, brand or other similar priced hotels nearby.

Breakfast food options were good.

Executive lounge was fine, small and could have benefited from bigger selection and choice, but was okay. Other Hilton exec lounges provide better value.

On check out, we spoke again with A, who did not seem at all concerned about our dissaapointing experience. In fact, she did not ask us how our stay was - we had to raise this. She said 'next time we can compensate you'. I explained that unless there was considerable change, that we wouldn't be back. She shrugged and didn't seem to care. She was rude and I felt uncomfortable and dismissed.

There was no offer of compensation, refund or points from the hotel - absolutely nothing.
I am hoping to hear from the manager regarding this given the issues we raised at chdck out.

I strongly recommend choosing a different hotel until changes are made both in staff training, and facilities of the building. Seriously dissaapointing.

Worst check-in experience ever

Before my arrival, I was already in contact with the hotel via chat, as the airline had lost my luggage. Communication there was very friendly and helpful. I also noticed that King rooms in the same category as my booking had become available. It was then agreed that both of my Twin rooms would be changed to King, and that for any possible Diamond upgrade, a King room would also be selected.

However, the check-in at the hotel with J. turned out to be by far the worst experience: We were three people with two rooms (one Hilton Diamond, one Hilton Gold). Both status levels are entitled to an upgrade. Even though J. confirmed that plenty of better rooms were available, the upgrades were refused. The reasons given (“a VIP gift already in the room” or “because the guest pre-selected a room, upgrades are excluded”) are not only illogical but also directly contradict the prior agreement.

On top of that, the hotel itself looks dated and worn down – neither the facilities nor the service meet the standard one would expect from a Hilton property.

This level of service is absolutely disappointing. It really raises the question why this hotel is part of the Hilton group at all if it doesn’t want to follow the rules – and why Hilton even promotes the Hilton Honors program if the benefits are simply not honored. One star on top for the “VIP-present” (a sparkling wine, which was nice).