Didn't have the best experience earlier this year when we stayed at the Hotel. The manager dealt with my comments well and I think appropriately- he was honest and din't fob me off which I respect!. We were offered another stay and were upgraded to an executive room which was lovely, clean, with fresh fruit on arrival. The champagne on ice for our anniversary which was promised never materialised but- as there were other generosities i.e. free drinks in the executive lounge with canapes for 2 hours in the early evening- and our non staying guests whom we were meeting were allowed to join us - made up for this.I was shocked on night 2 to see a fellow guest pinch an opened bottle bottle of sparkling from the lounge and hide it under his coat before taking it to his room - People like this spoil these things for others. ALL staff members were polite, corteous and helpful. Breakfast was delicious, a good choice and well prepared. Only downside- was we had to ask Maid to clean our room as we had been overlooked andd therefore had to vacate the room when we could have crashed out - however it was done immediately. We would return -great location x

We stayed in this hotel for 5 days on a business trip and it was not a good experience at any stage
I booked a double room and on arrival got checked into a box sized room with a strong stench of smoke and I complained and was given a second room with no minibar. I had to go back to reception to ask for another change and was initially told that the double rooms at £223 per night are not all equipped with a minibar! After almost over 30 mins they decided to give me a third room with a minibar and doesn't smell either.
Then comes to service, I found the reception staff very rude and tried to order room service on the first night. The room service number rings forever and never gets answered. I called reception and the lady just transferred me back to the room service line and same issue again. After the 3rd attempt some picked up and the line cut half way to placing my order.there was no ring back and I had to call back and start all over again. The meal arrived after about 45 mins and was just ok.
Next morning ordered room service breakfast for 6:30-7:00 am delivery. Called room service at 7:15 and they said the food will arrive in 10 mins! Food arrived at 7:30 and I tried to complain to the waiter her response was "no staff" dropped the food by door and walked away. Had my meal and left the tray outside my room. The tray sat there until I came back in the evening and this was the case for the four days. The trays are only picked if I order room service for dinner. Your orders are hadly repeated to confirm and delivery times are inconsistent. I had little choice as my ceroom rate included dinner and breakfast (I guess my mistake).

The house keeping staff was dreadful too. My wife stayed in the room for a couple of days during the daytime hours and the staff once opened the door into the room without knocking to check if anyone was in! Luckily it was a lady. The cleaning was done in less than a minute too.

The breakfast order cards were supposed to be replaced every day but they never did so I had to call room service and on one occasion it took 3 hours to get it to my room.


Finally on the day I was checking out, the reception staff bungled my bill and was charging me for prepaid dinners and it took another 30 mins to sort out.

I'm spending time to write this cus I have previously worked in a Hilton as a student and stayed in other ones as a business traveller and no comes close to this guys in terms of dreadful standards.

I hope the management reads this and do something about it.

We stayed at the Doubletree by Hilton West End on a lastminute.com deal. We arrived before the usual check in time on Sunday, but were able to check in straight away and were upgraded to a Superior Room. I wonder how bijoux a standard room is. To be fair, they make the most of the space. Service on the front desk was friendly and staff were helpful. The room was very clean and had everything you need - including Crabtree and Evelyn toiletries, decent hairdryer, iron/board, kettle and unstocked fridge. The best thing about the hotel is the location - it's minutes from the British Museum, a short walk from Covent Garden and the West End, and on plenty of bus routes and close to tubes. Commuting to Gatwick airport was easy as there is a bus directly from St Pancras train station to the hotel door. Oh, and you get a rather yummy warm chocolate chip cookie on check in. Nice touch!

Centrally located hotel with old fashion and classical but comfortable furnishing. Everything is average in this hotel nothing special including service . Ideal for 2-3 days business visit stays if your meeting place is in walking distance ...