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“Rude Staff, Unacceptable Customer Service”

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Jerusalem Gold Hotel
Ranked #74 of 98 Hotels in Jerusalem
Los Angeles, California
1 review
“Rude Staff, Unacceptable Customer Service”
Reviewed 1 May 2012

The facility itself is OK - by no means luxurious, but OK compared to other Israeli hotels and given the good location.

The unacceptable aspect was the treatment we received from the hotel staff.

We were part of a group of 200 who had made arrangements long in advance. When we arrived, room keys and rooms were not ready, despite it being 4pm in the afternoon. We had to wait over an hour to receive all of our room keys.

During our stay, numerous problems arose - some bathrooms were locked in rooms when we arrived, some rooms were missing blankets, etc. When presented with these problems, the hotel staff was extremely discourteous, and several of the problems (including the locked bathroom) took DAYS to solve.

Additionally, the hotel seemed completely unprepared for the amount of guests - they ran out of room keys soon after we arrived. Some members of our group were locked out of their rooms for hours before the hotel staff let them in (in rooms of 3 people, they only had enough for one key per room). And as we were a group of mostly teenagers, some room keys were lost (which happens) and the hotel was unable or unwilling to replace them.

One day, after a long day of hiking Masada, we returned to the hotel at 5pm to find that many rooms were without towels. The hotel informed us it would be 10 minutes - we did not receive new towels for an hour. When I asked the hotel management, the owner actually said "you didn't bring your own towel?"

Additional problems included a broken elevator, non-functioning internet, and a lack of cleanliness of rooms.

Bottom line: Unless you enjoy being treated as a major inconvenience and nuisance, do NOT stay at the Jerusalem hold.

  • Stayed April 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Justin S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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543 reviews from our community

Traveller rating
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Rating summary
  • Location
    4 of 5 bubbles
  • Sleep Quality
    3.5 of 5 bubbles
  • Rooms
    3.5 of 5 bubbles
  • Service
    3.5 of 5 bubbles
  • Value
    3.5 of 5 bubbles
  • Cleanliness
    3.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (69)
Date | Rating
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English first
Level Contributor
96 reviews
34 hotel reviews
common_n_hotel_reviews_1bd8 86 helpful votes
Reviewed 24 April 2012

Good hotel in Jerusalem. The staff is very friendly and helpfull. Delicious breakfast and dinner.

  • Stayed September 2011, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Alebasi85
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Somerville, Virginia
Level Contributor
9 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 23 April 2012

The Jerusalem Gold is a lovely little boutique style hotel. If it were in the states I would give it a lower rating for lack of cleanliness, but it was clean enough. (If you didn't notice the carpet and expect your towels to be changed...) The rooms are on the smaller side, boutique style, but we had a two room suite and we had quite enough space.

What was nice about this hotel was the courtesy of the owner and the staff, and the food is wonderful! (Fresh!)The location is right at the bus station, the train stops across the street and a taxi stand is right there, too.

Room Tip: Ask for a 2 room suite to get a LITTLE more space!
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  • Stayed April 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank vamyers
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Glenside, Pennsylvania
Level Contributor
20 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed 6 April 2012

We stayed here for over a week, small older type room, two single beds pushed together, in a very busy area near the Central bus station. Lots of construction going on . Breakfast buffet pretty good, bathroom kept fairly clean.

Room Tip: I am pretty sure most of the rooms were the same
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  • Stayed March 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Mel903
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Lone Tree, Colorado
Level Contributor
16 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 31 March 2012

My husband and I have been to Israel 14 times. The last year and a half we have stayed at the Jerusalem Gold (3 times) The service is wonderful, in fact we were late arriving for dinner and the hotel kept food warm for us and served us as soon as we arrived. This was wonderful as we volunteer and were quite hungry when we arrived. Whenever we were in need of any service it was provided. It is a wonderful place right next to the Central Bus station and train. There are also stores in walking distance in the event you forgot to bring something from home. The Old City can either be walked to or you can ride the train. I cannot think of a better hotel to stay at during your visit to Jerusalem. We will be staying there again in November.

Room Tip: I think just make your requests know when booking a room.
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  • Stayed March 2012, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Joan W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Jerusalem Gold Hotel

Property: Jerusalem Gold Hotel
Address: 234 Jaffa, Jerusalem 9438316, Israel
Region: Israel > Jerusalem District > Jerusalem > Rommema
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Kitchenette Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
Ranked #74 of 98 Hotels in Jerusalem
Price range (per night): ₹ 5,442 - ₹ 37,123
Hotel Class:4 star — Jerusalem Gold Hotel 4*
Number of rooms: 200
Official Description (provided by the hotel):
Jerusalem Gold Hotel has excellent location, right next to Jerusalem central bus station, which is guarded by security men & street cams 24 /7. It has an easy access to city tram that enables fast trip to the Old City of Jerusalem, Ein Karem, Yad Vashem Holocaust Memorial, Mount Herzl and other main city sights; the hotel is within walking distance from Israel Museum, Knesset - Israeli Parliament and several shopping malls. It has recently undergone full renovations and accredited as a 4 star hotel. Looking forward to welcome you at our hotel! ... more   less 
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