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Reviewed 17 July 2018 via mobile

We booked this leading hotel of the world hotel through American Express fine hotels and resorts program. We booked a room with a city view. When we arrived the hotel looked clean and modern. What we experienced was not what we expected. The city view turned out to be a view of the building next door. The doors to the rooms were on a hard close and people let them slam at all times of the day and night. The breakfast service was abominable, given that it was buffet, the service to get a cup of coffee and juice was a marathon. We ate dinner at the rooftop restaurant with some friends and the service was awful. We had to constantly flag down staff to progress with our order. When served the dishes did not come out together so some of us were left waiting while some of us ate. The view was good and the food was fine but it was less than a great dinner. The housekeeping staff were kinda surly also. I did speak to a manager and politely voiced my concerns. This was the most expensive hotel of our trip and we had better experience at Dan hotels

Stayed: July 2018, travelled as a couple
1  Thank travelslut
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Gil D, Front Office Manager at Mamilla Hotel, responded to this reviewResponded 19 July 2018

Dear Guest,

Thank you for taking the time to post your comments regarding your experience at the Mamilla Hotel and RoofTop Restaurant.
We truly regret learning that your experience was not not a par with what you expected.

We hold our guests in great esteem and earnestly apologize for not meeting your expectations.
Based on the information you have given us, and with a view to consistently ensuring the continuous delivery of only our best service to all guests and at all times, we would like to let you know that we will do all that is necessary to better accomodate your personal requirements, if given a chance to do so in the future.

Please be assured that your comments have been brought to the immediate care and attention of our Front of the House, and Food and Beverage Managements, respectively. They will ensure the implementation of measures to ameliorate all the aspects you here mention.

I avail myself of this opportunity to share our wish of earning your renewed trust.

Sincerely,

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 16 July 2018 via mobile

We had an amazing stay at the Mamilla for 4 nights. It was our first time and definitely won’t be our last.
From check -in with Alla at the front desk where we were greeted and offered water and juice to the service was TOP NOTCH. We even had a bottle of wine and figs left for us as a welcome.
The room is small, but so are most rooms In Israel. The shower was fabulous. But there was some mold in the sink. The hallways could use some sprucing up as the carpets are a bit tired.
We had breakfast daily and it was super fresh and lovely. The rooftop patio is stunning overlooking the old city. A great place to sit and have a drink. The concierge made dinner reservations for us and the ‘bell boy’desk always greeted us upon return.
Definitely worth it.

Stayed: July 2018, travelled as a couple
1  Thank Alissa T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Gil D, Front Office Manager at Mamilla Hotel, responded to this reviewResponded 19 July 2018

Dear Guest,

Thank you for your recent stay at the Mamilla Hotel. Be assured it was our pleasure to host and serve you!!!

We are grateful to you for sharing your praise for our service, and for recognizing the positive impact Alla from the Front Desk had on your remarkable stay with us! I am certain he most appreciates your commendation!

We are pleased to know of your appreciation for the greetings you received upon entering and exiting the hotel, throughout all hours of the day and night, and that you were well assisted by the concierge in making reservations. It means we have done well!
Thank you for enjoying our breakfast buffet and our Rooftop Restaurant so very much.

Please know that all your remarks are valuable to us, and have been given full consideration.

It is always our wish to exceed our guests' expectations in every way possible!
With this in mind, please know that it will be a great pleasure for us to have renewed opportunities to make both your wish, and our wish to welcome and host you again, come true!!!

Sincerely,

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 15 July 2018

Being in a great location in Jerusalem is a necessity. Most people are here for the Old City tours or to visit several of the historic sites which are all within a few minutes walking distance from the Mamilla Hotel. Not only is the hotel a perfect beginning to the day, it is also a haven for weary feet and exhaustion at the end of a day. The sheets are deliciously soft, the breakfast great, and the service is exemplary. Highly recommended.

  • Stayed: July 2018, travelled with family
    • Location
    • Cleanliness
    • Service
Thank carole0902
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Gil D, Front Office Manager at Mamilla Hotel, responded to this reviewResponded 17 July 2018

Thank you for sharing your glowing review of the Mamilla Hotel!

Countless guests appreciate, as we do, our great location a mere walking distance away from Jerusalem's magical sites!!!

We love knowing how wondefully welcome you felt as you ended each day cuddled in deliciously soft bedding, and our staff will certainly be pleased to know that you felt well taken care of throughout your stay!!! We love your delight with the Mamilla Hotel Breakfast Buffet!

Please know it was our pleasure to offer you all of the above, and we would love to welcome you again and again on your subsequent visits to Jerusalem!!!

Sincerely,

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 15 July 2018 via mobile

One of the best views of the Old City of Jerusalem happens to also be a great restaurant. It's menu is upscale and excellent. I've stayed at the Mamilla Hotel on many occasions and I used to remark that if only the restaurant service was as good as the front desk it would be a truly great place. Well it seems my wish has come true. Not only was our service excellent, our servers, May and Esti, were prompt, friendly, and gave excellent advice. I was already a fan of the hotel, not I'm a fan of the rooftop restaurant too.

Stayed: July 2018, travelled solo
Thank MesaLuke
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Gil D, Front Office Manager at Mamilla Hotel, responded to this reviewResponded 19 July 2018

Dear Guest,

We thank you warmly for sharing with travelers from all over the world your fantastic experience of wining and dining up on our RoofTop Restaurant, which boasts breathtaking views of Jerusalem!!!

We are most grateful to you for acknowledging the prompt and friendly service, and excellent advice.... that May and Esti provided you. I am certain that they will much appreciate your recommendation of their assistance!!!

May we always be blessed with ample opportunities to host you and provide you excellent service both at our RoofTop Restaurant, and at the Mamilla Hotel!

Sincerely,

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 15 July 2018

One of the best hotels in Israel.
The hotel is beautifully decorated and very stylish.
Even though the hotel is quite big it gives a very intimate and personal feeling.
The location is AMAZING, walking distance to the Old City and city center ( and the great Mamilla Open mall).
I highly recommend having a drink/dinner at the Roof top bar , its one of the best places in Jerusalem.
The staff could not have been more welcoming and customer oriented.
A special thank you for an unforgettable experience to Rachel- the front desk manager and Emanuele- the customer relations manager.
I will most definitely come back!

Room Tip: If you are noise sensitive, choose rooms that dont face the main street .
  • Stayed: July 2018, travelled with friends
    • Location
    • Cleanliness
    • Service
1  Thank Ori N
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Gil D, Front Office Manager at Mamilla Hotel, responded to this reviewResponded 19 July 2018

Dear Guest,

Thank you for choosing to stay at the Mamilla Hotel recently!!!

First off: On behalf of our staff: Your precious review is fabulous, and reinvigorates our ongoing passion to continue to offer our very best service to all our guests, at all times!!!

Thank you for mentioning the indelible imprint Rachel- the front Desk Supervisor, and Emanuel- our Director of Public Relations, have left you with, and their outstanding contribution to your excellent stay at our hotel!!!

We also take pleasure from your aesthetic connection to the style and decoration and intimate ambience distinguishing the hotel, your genuine gratefulness for the convenience of our location, and your fascination with our RoofTop Restaurant and Bar.

Last but not least, it is with anticipation and appreciation that we all look forward to welcoming you to stay at the Mamilla Hotel again, hopefully soon!!!

Sincerely,

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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