Kempinski Hotels Reviews 59

While the property is beautiful, the service is indifferent, the food is average and the billing is careless. You might get better service and experience at Four Seasons next door for the same price

Great stay at the Kempinski in Bali! Awesome staff amazing food and rooms!

The staff are wonderful. despite working long hours they are always helpful and polite. To be fair though I have never asked anything from them that could be deemed awkward. The housekeeping staff are another matter, I had a grotty carpet with strange paint like marks on it, That hit you in the eye as soon as you walked in. I feel that a quick scrub with some carpet shampoo could have dealt with that. A very loose toilet seat, you went one way and the seat went another. Rooms not sorted until about 3pm, No handle on the inside of the shower door, so nothing to grab if you start to slip. Very poor quality bedding! My bed was made up with what looked like a tiny cot sheet one day. Erratic towel replacement service. come on this is not 5star service. I assume that they are short staffed but this should not be the customers problem. Housekeeping really does need monitoring.This review is for the Grand Arena Hotel Bansko. Such a shame I feel a real meanie writing this but housekeeping are letting the rest of the front of house staff down! Are spot checks being done by management? it doesn't look like it.

Finest Room?????
Kempinski palm Dubai 4 bedroom superior luxury suite sold by travel republic UK.
Room 619 Disgusting filthy conditions.
Want full refund. Spent £15250 sterling for 2 weeks I had to check out 3 early due to filthy disgusting conditions contiously lied to by travel republic & kempinski palm who said Mo Salah from Liverpool FC stayed in this room & Virat Kholi stayed & Indian cricket team. I had to check out £2000 I had to spend additional to get my family out to paramount hotels who I shared pictures with. They stated they never seen such disgusting conditions. All videos & photos have been sent to Kristina Tanovic from travel republic and Danielle hill.
Also as a guest I had to go on my knees did a 3 hour long walk round with 3 management team at hotel. From smashed floor tiles in living room. Fridge covered in mould. Jacuzzi tiles broken not checked I got sharp tiles as proof. Grease all over cooker. Doors filthy ripped furniture disgusting filthy hotel. Dust everywhere carpet & curtains filthy. All videos were provided to management team dntna Dubai & travel republic.
Moulding fruit not changed for 4 days.
Bed bugs was bitten on ankle.
Ruined my wife and disabled daughter birthday.
Cooker filthy toaster not cleaned mould in bathrooms.
I can go on . Staff extremely rude laughing & giggling & contiously lying that no management available???
Had to sleep on sofa down graded to 2 bedroom. I paid for 4 bedroom superior luxury suite???? Didn't sleep or unpack for 2 days what nonsense is this????
Been travelling to Dubai over 25 years never seen conditions & unprofessional staff.
Unwilling to help me & my disabled daughter.
Be very Ashamed Travel Republic & Kempinski palm Dubai. I requested several times to put me in your sister hotel Raffles or kempinski Mall or anything equally to another hotel.
Duration of stay was 3rd August until 17th August. I checked out early on 14th August????????. Non stop drilling.
Please director of travel republic kempinski hotels dntna & Emirates take this seriously.
I want full Refund.
Also travel republic when I booked 4 bedroom superior luxury suite your sales agent said she directly spoke to kempinski hotel guest reservation team to Mr Shah & my room being on 5th floor facing palm not road. Who did she speak to Kempinski palm Dubai have stated NO Mr Shah works there & No penthouse suite on 5th floor???
Did she speak to invisible Man.
I got email to prove before I paid she said she confirmed it with hotel??? So many lies.
You mis sold me holiday. You breached your contract as dntna told me in Dubai Nakheel mall.
They sent you video evidence & photos & you Danielle hill said that you would move us within 1 hour. You blocked my calls hotel tried calling you continually you blocked me.
You left my wife in tears - & worst you made my disabled daughter in tears.
Do Not book anything with Travel Republic.
Photos & videos will be uploaded soon to everyone to witness Luxury 4 bedroom superior penthouse suite let them decide.
I Want FULL REFUND..........
Also I showed All cabin Crews on Emirates flight back they were All shocked with photos & videos I showed them as camera doesn't lie with GPS location and time & dates especially when I wasted 3 hours of my holiday explaining to 3 management team of kempinski palm hotel all recorded on mine phone I was told by u them this room had a Deep cleaned & was checked by House keeping manager 3 times.
I got proof of broken tiles & filters I found in jacuzzi I got pieces as proof.
Health and safety procedures not followed could of Cut my disabled daughter feet & my families.
Nothing was done apart from carpet changed & new plant pot.
I had to tell management team to put fresh flowers which wasn't changed for 8 days.
Birthday cake had wrong name on it also No effort or helium balloons put up cheap nasty balloons nothing done cheap flowers for birthdays my wife & daughter's.
Just wait folks I be uploading pictures & videos soon. Make your own minds up if this is 5 star ⭐ luxury 4 bedroom superior suite as stated on kempinski site & Travel republic site UK.
Disgusting filthy hotel.

I stayed at the David Kempinski Tel Aviv from July 22 to July 24 to celebrate my 10th wedding anniversary, expecting a luxurious and memorable experience. Sadly, it was anything but.

From the moment we arrived, service fell short of even basic expectations:
• No valet service to take care of our car upon arrival.
• Despite clearly mentioning the special occasion at check-in, no gesture or acknowledgment whatsoever.
• On our only full day of rest (July 23), the pool was closed without prior notice, and no alternative arrangement or compensation was offered.
• I had booked and paid for a massage on July 24, but had to cancel an hour before due to a medical emergency with my 5-year-old daughter (I can provide proof). The front desk promised a 50% refund, but to this day, I have received nothing and no follow-up, despite calling again the next day.
• I also sent a detailed email to management, which remains completely unanswered.
• On top of all this, I was still charged 130 NIS for parking, which felt petty given the poor service throughout the stay.

This was supposed to be a high-end experience worthy of the Kempinski name, but it was deeply disappointing from start to finish. No empathy, no service recovery, no accountability, and no response to a guest’s formal complaint.

I sincerely hope management takes this feedback seriously, as the current level of service does not reflect the price, the brand, or the expectations of guests.

I trusted the Kempinski brand to stand for service, excellence, and integrity. Sadly, my experience says otherwise.

Following a deeply disappointing stay at one of their flagship properties — Kempinski Hotel The Dome, Belek — I submitted a detailed formal complaint directly to Kempinski AG’s corporate office. The issues I raised were serious: clear signs of neglect across the hotel, safety concerns, poor guest treatment, and an alarming incident involving a taxi arranged through the hotel’s front desk. All my concerns were supported by photo and video documentation.

What’s most astonishing? Kempinski AG never even acknowledged my complaint. No reply. No apology. No basic courtesy. I followed up via email, fax, voicemail: nothing. Not even a confirmation of receipt. I only recevied an unrequested and unsigned email from the hotel, traying to subtly imtimidate and discourage me from sustaining any claim.

With no other option, I have now initiated legal action, both in Italy and with Turkish consumer authorities. Kempinski’s corporate silence speaks volumes about how little they care once your credit card has been charged.

This kind of behavior is simply unacceptable from a group that markets itself as a symbol of European hospitality and refinement. Accountability is not optional, especially when things go wrong.

Let’s see if this public post finally gets them to say something, anything.

Really bad hotel, food was terrible, no pride taken in pool area and customer service was really poor. I will never stay at a Kempinski hotel again.

Kempinski - Accra

Not worth the money. Visit Fiesta Royale or Residences. Visited both and they have more of a cosy and Royale has a luxurious feel.

First visited the Kempinski a few days ago for a spa treatment. Agnes was amazing! The spa facilities and the attentiveness of the staff was perfect. Only thing I will say generally about the Kempinski is the service was a little slow but this seems to be a general Ghanian thing which is okay.

Moved into my double room. There were ants on the bed. I had not eaten any food in my room. The ants had returned after housekeeping had cleaned my room and I was settling for bed. I had to push to be moved to another room which finally happened at 1am. I was told the room was being prepped but it was not fit for purpose.

The next day I realised the shower head holder was broken which delayed my day and scheduled routine. The sound facilities in the bathroom werent working. Initially I was told it could be fixed but then later was told it couldn't. The toilet fixture is also loosening from the wall and needs repairing. No iron or ironing board in my hotel.

Cows milk was given to a guest allergic to milk who requested almond milk on two occassions! Luckily the guest had medicines to take quickly.

We also had an event with esteemed guests where a phone was stolen. The hotel has been very slow with dealing with this and helping to protect myself and our party as esteemed guests.

The manager Michael could have done better to protect us and our stay at this establishment. I don't think I will be back. The effort to make up for the inconvenience was not sufficient. Kempinksi do not care about their guests.

Go somewhere else! Unless you want a nice spa day.

As someone who frequently stays in luxury hotels, I chose Hotel Adlon Kempinski Berlin for a special family trip from April 11–14, 2025. Sadly, the experience fell well below expectations, and I feel compelled to share just how frustrating it was.

We arrived expecting a seamless, 5-star service—but were met with a series of missteps and poor customer care. My family was given the wrong rooms: instead of the connecting rooms with large beds we had booked, we were placed in two separate rooms with single beds, incorrect names on the welcome screens, and no effort initially to fix the issue until I personally spoke to the front desk. Even then, what we received was a downgrade in every sense, with no view and no acknowledgment of the error.

More troubling was the state of the room my wife and daughter stayed in—it was unbearably warm, with non-functioning air conditioning for all three nights. We raised the issue multiple times. While the guest relations team (particularly Lara) did attempt to help, the engineering team’s response was to blame the weather, despite the fact that the other room (mine) was significantly cooler and comfortable. My wife and daughter had three nights of poor sleep and discomfort.

On our last day, the situation worsened. A delay from guest relations caused us to miss breakfast, and the hotel staff made no effort to accommodate or even offer an alternative—again, not what you’d expect from a luxury property.

We raised all these concerns, both at checkout and via email. To date, we have received no response. The only offer made was a better room next time we visit, which feels like a brush-off given the level of discomfort we experienced.

Hotel Adlon may look grand, but the service and accountability were anything but. A real shame, because this could have been a fantastic experience. At this point, I would strongly discourage others from staying here, especially if you’re looking for true 5-star attention to detail and guest care.

Our recent 3-night stay at Hotel Adlon Kempinski Berlin was a complete letdown. For a hotel with such prestige, the service we received was nowhere near 5-star level.

From the beginning, we were not offered a welcome drink while others around us were. Our rooms were not as booked—no connecting rooms, incorrect bed setup, wrong names on the welcome screen—and staff were dismissive until we insisted on getting it fixed.

One room had non-functioning air conditioning, making it impossible to sleep comfortably. Despite reporting the issue, we were told it was due to the weather, even though the second room was perfectly cool. My daughter and I had three sleepless nights, which completely overshadowed the stay.

On the final day, we were made late by guest services and ended up missing breakfast, with no effort made to resolve that either. At checkout, we were told we might get a better room next time—but why would we return after this?

We also submitted a formal complaint and have received no response whatsoever. Very disappointing for a hotel of this calibre. At the very least, we expected an apology and fair compensation—but it seems guest satisfaction is not a priority here.

Avoid if you’re looking for genuine 5-star service and care.

Visited Kempinski Seaside Resort Seychelles. Fantastic hotel, beach, profesional employees and great surrondings. The food (breakfest and dinner) was at the highest standard.

Went to the outside cafe in Berlin to have coffee and cake.
From a hotel at this standart i expected more.
First we had to wait 10 mins, to order and when the coffee and cake arrived i got at dirty cup. She appolegised ( but she seem a little mad after) but I still expected more from this type of place.
It was our 5 visit but also our last. Rather put my money some where else. But to be fair the cake was good.

Ive stayed at the Berlin kemplinski which was excellent. The Munich one is good but just not to the standard of Berlin. The rooms are fine, but if you're on business forget the wifi its pathetic- you wont get any work done. It might be just one room 543 but i doubt it.

I was in Kempinski Hotel Grand Arena Bansko and I have very pleasant impressions of the hotel.
Everything was very refined. There was a lot of variety and quality food at breakfast. It is real 5 star hotel.

Kempinski Hotel is an amazing place to relax. Ms. Salem in the Fire Bar is an amazing person. She goes above and beyond to make sure everyone is happy. The Staff at the Fire Bar are the best. The front desk team is awesome. I will be back again, vr BG Vince Buggs US Army.

Room-Otherwise fine but airconditioning was horrible! Warm days (end of April) and come home to a stifling room! After fiddling with the thermostat we waited the first night for it to cool. After about 45 minutes realised it's not cooling at all. Called the reception, opened the french door because the air outside was now cool at night. Waited, they sent a technician who shut the french door, told us to keep it closed, fiddled with the thermostat a few seconds and left. He could not speak English. We waited another 45 minutes and no cooling. Now it's late at night we are dying to sleep. My wife is in bed. She has the ability to sleep in warmer temperature but not me. She would have gone to sleep but the technician's visit and my many phone calls kept troubling her. I finally had to ask for a manager and explain everything. They said there was a central control for the entire hotel and they would have to call the technician that was off duty now. Wow! This was a room that should have been cooled and prepared for sleep, before we came, as one would expect in a 5 star deluxe hotel. And here I was struggling to get any cooling going at 1am in the night-with my wife tossing in bed.

Long story short, it was about 1.30 when a poor little cooling started and must have been 2 am or later when I got to go to bed. Next morning we were late for breakfast.

Next day, I reminded them again, so as to avoid a repitition of the previous night and we were able to sleep well. Third night, believe it or not again the room was so warm! I hated it! I am paying $400 a night and they won't give me a room comfortable enough to sleep! To be short, the third night was also wasted like the first one-little sleep.

After the first night, I met the hospitality manager (I believe that was her position). A Russian lady who was polite and explained that they have this problem every April and September when the weather is changing because they can either have heating going or cooling in the entire hotel. They will address this issue next year. Did you inform us on the website that that's the case? I would NEVER have booked this hotel! She offered a free massage at their spa.

Because it happened again on the third night, after all this complaining, I was pretty bugged. So, I met the Front Office Manager and the General Manager at check out time and demanded my money back for the two nights where they did not provide cooling and ruined our sleep. They were both uncaring, unapologetic and refused any refund or compensation. Left very unsatisfied!!!

My first stay at a Kempinski- the Kempinski Nile in Cairo. Absolutely brilliant. The staff were attentive but not intrusive. Wael, concierge, deserves a special mention as he organised, at late notice brilliant tours that were very reasonably priced. Thank you. I will visit another Kempinski.

I am trying to book a holiday at the Dome in Belek having stayed there before. I have encountered a number of problems

the room rates quoted by the hotel are significantly more expensive then online sites in spite of a price promise by the hotel. Sites such as on holiday will price 14 nights in a sea view room including flights and transfers for 6 600 pounds. The hotel rate is well over 7 000 simply for the room. Why?

the hotel web site quotes a cheaper member rate for rooms. Having tried several times over an hour or so it has proved impossible to sign up as a member. Is this a marketing problem ploy?

In this day and age there is something wrong in not being able to book a hotel room online without getting ripped off!!!!

Kempinski please tell me why

Kempinski Dead Sea Resort in Jordan is beyond belief! They will food poison you, double charge you and laugh at you when you are leaving the hotel.
Furthermore, nobody from the head quarters will answer any emails if you are complaining. Litterally a real class A sh**hole. Pardon my French, but I spent most of the time on the can.

Very disappointing experience with Kempinski hotel. We missed our reservation due to personal issues. We contacted the hotel and spoke to Arm who said it would be OK and we could rebook (lie). When we asked them to confirm, everything changed. The lie, the lack of compassion, the ability to find a compromise or willingness to help is something I haven’t seen before. Stay away.