I am rating the hotel as very good from the experience we received from the bar and restaurant staff, the service was exquisite and very professional a few members of staff recognised us and gave us a very warm welcome back.
Drinks at the bar were made to such a high standard loved everyone we had. Well done to the bar staff. Food was as always fantastic and Cosimo one of sommelier staff knew the perfect wines for each course a gave us a wonderful service each meal. Breakfast Buffet was lovely the fruit is so tasty so superior to other hotels we have stayed at in this country, again staff were very attentive. The maitre d' for the restaurant Karolina was yet again so friendly and welcoming a true gem to the hotel.
This was our third stay at Syon Park and is always a pleasure to stay here. There were a few changes however that we noticed this time comparing them to our last 2 visits.
When we pulled up to the front of the hotel with our car to offload no one was their to welcome us which there has been before. The bellhop came out a while later and explained there was no trolley so would have to carry them to reception. When I asked him what to do with my car he just said park it over there. Last time my car was parked in the car park for me not sure why this service and welcome in a top end London hotel has changed.
My wife waited for me in reception and the lady on the desk did not even welcome us to the hotel she just said are you checking in, such a different welcome to the last 2 times! I had to ask for a newspaper to be sent to my room 3 times. As a Hilton Diamond member I received a room upgrade no different to a standard room just had a garden view. On inquiring if I could be upgraded to a suite as a Diamond member if available as the hotel was extremely quiet I was told I would have pay £150 to upgrade. Lady on front desk was a little curt with us and said that we had already been upgraded. We didn't want to sound ungrateful we were just asking as last time I came I was upgraded from a standard room to a suite.
We decided to go for a walk around the Syon park gardens through the secret garden entrance as advertised on the website. It was padlocked. This was actually the case in January when we visited and we just assumed it was to do with the weather so we didn't expect it still in May. No one at the desk told us before so we walked back and explained it was locked. The same lady on the desk explained that the door key mechanism was faulty so the park wanted the gate to be locked and that we would have to go into the gardens through the main visitors entrance. This we did. On getting there we found it was closed. When we returned I mentioned that the gardens were closed for the day. I was very disappointed with the service and lack of knowledge the front desk staff had of Syon Park opening times. I asked her if we could have another chair on our balcony as we only had one, it was never sent up in the 2 nights we were there.
Spa/Pool area - Pool and jacuzzi is so relaxing we love it! The changing room facilities were so clean and had some nice amenities available. We had one criticism for the steam room and sauna. The first day the steam room had hardly any steam and the sauna was lukewarm. The second day the steam room was practically cold and there was no heat in the sauna. When we reported it to the spa staff we were told the maintenance team said it cannot go up any further in temperature that is the maximum. I know this to be untrue as my line of work is in pools, spas, saunas and steam rooms and I am very familiar with the correct temperatures.
We do feel this time the front desk staff really let the hotel down and somewhat marred our arrival experience which is a real shame because in times past it was so different. It has not put us off coming again but it would be nice if the areas mentioned can be improved for a better experience in such an expensive high end hotel.
- Official Description (provided by the hotel):
- Playful Luxury – just another way of saying charm and elegance with a flair of fun, which is just the ambiance you will find at Hilton London Syon Park. Old world elegance meets contemporary finesse, brimming with state of the art conveniences, eliminating barriers and boundaries and adding depth and design to experience. Conveniently located near Central London where luxury service revolves around your business and leisure requirements. Whether you’re dining, discovering, meeting or escaping, the Hilton London Syon Park, makes it easy to experience first class service in the centre of it all. ... more less
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- Also Known As:
- Hilton London Syon Park England