Kempinski Hotels is a prestigious hospitality company that operates a collection of luxury five-star hotels and resorts around the globe. With a presence in key destinations such as Munich, Bangkok, Berlin, Dubai, Istanbul, Doha, and Cancún, the company offers a wide array of accommodations designed to cater to both leisure and business travelers. Guests can expect high-quality amenities, exceptional service, and unique local experiences that reflect the culture and heritage of each location.
Targeting affluent customers seeking luxury travel experiences, Kempinski Hotels provides options for city breaks, relaxing holidays, and business trips. The company emphasizes direct booking through its website, ensuring competitive rates for guests. With a focus on elegance and comfort, Kempinski aims to create memorable stays in distinctive settings, appealing to those who appreciate sophisticated hospitality and personalized service.
Kempinski Hotels receives a mixed response from guests, reflecting both commendable service and significant shortcomings. Many reviewers praise the luxurious ambiance and high-quality service at specific locations, such as the Kempinski Seaside Resort in Seychelles and the Adlon Berlin, where staff are noted for their attentiveness and professionalism.
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However, a substantial number of customers express disappointment, citing poor customer service, inadequate room conditions, and unsatisfactory food quality. Complaints about high fees not matching the experience are common, with some guests feeling that the hotels do not live up to their luxury branding. Issues like ineffective air conditioning and lack of accountability from management further contribute to negative sentiments.
A "luxury" brand with zero accountability: no response from Kempinski corporate
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 — Kempins... See more
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... See more
Wir waren übers Wochenende im Kempinski Engelberg (Schweiz). Von aussen ein alter, vornehmer Kasten, drin sehr stilvoll renoviert und ganz ausgezeichnet ausgestattet (inkl. Raucherlounge). Grosse Zimm... See more
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A "luxury" brand with zero accountability: no response from Kempinski corporate
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.
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.
Wir waren übers Wochenende im Kempinski Engelberg (Schweiz). Von aussen ein alter, vornehmer Kasten, drin sehr stilvoll renoviert und ganz ausgezeichnet ausgestattet (inkl. Raucherlounge). Grosse Zimmer mit allem Komfort, grosses Bad/Dusche/WC mit ausreichend Ablagemöglichkeiten. Sehr freundliches, hilfsbereites Personal. Das hat halt seinen Preis ...
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.
Disappointing Experience Poor Customer Service and No Follow-Up
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.
ADLON Berlin
Service Kultur der Spitzenklasse. Freundliche und kompetente Mitarbeiter in allen Bereichen.
Wohlfühl-Faktor 1a!
...an der Reception überzeugte u.a. Frau v. Pr.. mit charmanter Verabschiedung
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.
Hier geht es auschließlich um das Hotel-Erlebnis: Taschenbergpalais, Dresden - Bewertung: unfassbar wie freudlos und unter konsequenter Umgehung der einfachsten Formen von Höflichkeit hier der Gast behandelt wird. NIEMAND grüßt - weder morgens noch sonst irgendwann. Die Gesichter der weiblichen Angestellten sind stets schlecht gelaunt. Vom Check in über das Frühstück bis zum Check out.
Hier sind viele Schulungen notwendig.
Die Renovierung dagegen ist voll gelungen!
Das Kempinski Bahia, gelegen zwischen Estepona und Marbella, ist kein brandneues Hotel. Zuletzt renoviert 2008 entspricht es aber noch immer vollkommen dem, was man von einem 5* Haus erwartet. Zwar mögen manche Einrichtungen nicht mehr den letzten Geschmackstrends entsprechen, aber alles sieht bis auf leichte Gebrauchsspuren tadellos aus, ist wertig und gepflegt. Das Haus hat zahlreiche Zimmerkategorien, getestet wurden in mehreren Aufenthalten (gesamt 4) das „Grand Mediterranean“ Zimmer, Junior-Suite, Grand Suite und Suite del Mar. Auch innerhalb der Kategorien gibt es Unterschiede hinsichtlich Terrassen und natürlich Sonnenseite/Meerseite etc. Alle Zimmer waren ausgesprochen sauber und funktionell, die Suiten sehr geräumig, die Sanitärräume untadelig. Flachbildfernseher und technische Ausstattung (z.B. USB-Anschlüsse, Zahl der Steckdosen, Geschwindigkeit des WLAN) ist ein wenig hinter der Zeit, aber noch ok, die Einrichtung vom Design her durchaus unterschiedlich, es kann also Sinn machen, bei Nichtgefallen des angebotenen Zimmers ein Zimmer der gleichen Kategorie anzusehen.
Was macht nun die 5* der Bewertung aus?
Die gesamte Anlage des Hotels mit Poollandschaft, Garten, Liegemöglichkeiten sind wunderbar, hier hilft das schon etwas fortgeschrittene Alter der Anlage, alles ist gut eingewachsen und vermittelt einen tropischen Charakter. Der dem Hotel zugehörige Strand kann da nicht mithalten, er ist ein wenig unansehnlich. Die Verkehrsanbindung ist perfekt, das Hotel liegt direkt an der Schnellstraße (von der man glücklicherweise nichts hört) und man ist im Nu bei den umliegenden Golfplätzen. Apropos: Zwei Einrichtungen heben das Hotel aus der Masse: Ein Sixt-Schalter ist direkt im Hotel, täglich Vormittag besetzt, man bekommt den Mietwagen direkt frei Haus. Und eine eigene Golfconcierge bucht Tee-times auf den Golfplätzen der Umgebung. Beide Einrichtungen rabattieren Kempinski-Gäste.
Die schon erwähnte Sauberkeit ist vorbildlich, noch ansprechender ist das absolut freundlich/liebenswürdige Personal, wir haben nicht ein einziges Mal ein unfreundliches Wort erlebt. Rezeption/Concierge sind ausgezeichnet, keine Fragestellung ist ihnen lästig (so empfindet man es wenigstens…). Es klappt alles reibungslos. Die Restaurants können wir nicht wirklich beurteilen, wir haben nur 2x im Hotel gegessen, beide Male im Spiler, das aber keine high-end Cuisine bietet.
Spitze dafür das Frühstück, das selbst für Verwöhnte keine Wünsche offenlässt und auch eine live-Küche bietet.
Hervorzuheben ist auch das gute Preis-Leistungsverhältnis vor allem in der Nebensaison und bei long stay. Wir haben die Preise mit anderen 5* Hotels der Umgebung verglichen (teilweise auch direkt durch Aufenthalte geprüft) und uns auch deshalb für das Kempinski entschieden.
A l'attention de Jamie Zheng
Très bel hôtel, situé dans un quartier résidentiel calme. Belle piscine, jardins bien entretenus. Les chambres sont spacieuses, Buffet copieux et varié. Le personnel de la restauration, de l'entretien piscine et autres est très agréable. Je tiens à remercier
tout particulièrement Robina à la conciergerie ainsi que ses autres collègues pour leur gentillesse. En revanche, Maisa à la réception n'est pas du tout aimable. Elle occupe un poste pour lequel, elle se doit d'avoir une autre attitude. Je lui ai demandé de s'occuper de ma réservation de vol pour le retour, elle ne l'a pas fait. C'est finalement Robina qui a eu la gentillesse de s'en charger. Le client n'a pas à subir ce type de comportement. Je me dois de vous le signaler. Elle n'a jamais le sourire. A éviter SVP.
Ce fût malgré tout un beau séjour
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
Aufgrund der Erkrankung meiner Tochter wollte ich umbuchen, obwohl es nach Richtlinie ausgeschlossen war und bot an, dass ich bei Verschiebung noch eine extra Nacht buche, man hätte also ein Zusatzgeschäft gemacht.
Stattdessen lehnte man es 2x schriftlich ab und zockt mich nun mit voller Summe, als 306 €/1 Nacht ab, obwohl ich weder anreise, noch frühstücke, noch Leistungen in Anspruch nehmen kann.
Von Service kann man hier nicht sprechen. Es ist über aus enttäuschend und einen derartigen Kundenumgang erwartet man sicherlich nicht von einem K.!
Kempinski Hotels is a prestigious hospitality company that operates a collection of luxury five-star hotels and resorts around the globe. With a presence in key destinations such as Munich, Bangkok, Berlin, Dubai, Istanbul, Doha, and Cancún, the company offers a wide array of accommodations designed to cater to both leisure and business travelers. Guests can expect high-quality amenities, exceptional service, and unique local experiences that reflect the culture and heritage of each location.
Targeting affluent customers seeking luxury travel experiences, Kempinski Hotels provides options for city breaks, relaxing holidays, and business trips. The company emphasizes direct booking through its website, ensuring competitive rates for guests. With a focus on elegance and comfort, Kempinski aims to create memorable stays in distinctive settings, appealing to those who appreciate sophisticated hospitality and personalized service.
