Hillel 11 Hotel in Jerusalem

First the positive: Etwan, the day manager, is amazing. He is polite and accommodating, and was a pleasure to deal with at all times during my 3-week stay this summer. I had a 1-bedroom suite, which included a living room. Please give Etwan a raise, as that is all you have going for this hotel. Now the very negative: Mohammed, your night guy, is clearly an anti-semite. He berated me about my Judaism, and told me that if only I went to visit Yad Vashem (Israel's Holocaust memorial, to which I've gone several times) I would understand the Nakba (the "disaster", which some Palestinians call Israel's Independence of 1948). Get him away from your mostly Jewish guests, asap. He has no business working with the public. Zero stars for Mohammed. Next is Hassan, another night guy. Hassan is lazy and rude, and if you have the misfortune of needing his help with the not working AC, or need toilet paper, he will have no problem telling you that this is not his job, and that you are bothering him. Zero stars for Hassan. Your night guys are not at the front desk at night, nor do they answer the phone. You literally have to sit in the lobby for hours, hoping to bump into them, as 2 other families had to do also. There was a noisy family on Shabbat, slamming doors and furniture, and the night guys said "this is how Jews act, we are not going to tell them to stop " Hire new night staff asap!

The hotel is grubby, the wallpaper is peeling off, the door of the vanity unit in my bedroom was swollen from water damage, there were stains on the top bed sheet. The wall was marked and scratched. The telephone on the wall had a broken wall connector. The ceiling had stains on it. The lift button on my floor had a broken housing exposing all the electronics.

I have traveled here many times. My flights were recently canceled and it made it to where I was not able to go. I tried repeatedly through phone and email to talk to someone about moving my dates. But they never respond. I have recommended this place for tour groups and stayed here many times. But this is just unacceptable. Lost reservation becase of bad communication.