We have stayed here a number of times and had a very pleasant experience each time, so we decided to book in for New Year celebrations for 2 nights.
Things started to go badly wrong immediately we arrived : despite being Hilton Honours members with a dedicated check-in, the reception staff member at this area failed to even acknowledge our presence for quite some time, preferring instead to continue to write on a sheet of paper at her side and stare at her monitor! Not impressed at all...
Eventually we did manage to check-in and made our way to our room only to discover it was dirty and had not been serviced! Again, not impressed...
Back to reception where this time we avoided the dedicated check-in and spoke instead to another member of reception staff who was extremely apologetic and rectified the problem immediately and upgraded us to an executive room with complimentary breakfast each day - that's the type of service you expect in a hotel of this standard.
Our stay went smoothly until we arrived for breakfast on day 2 prior to checking out only to find out that information given to us by the original reception staff was incorrect and despite arriving there quite some time before the finishing time we had been told, we were informed that breakfast had finished!
We returned to our room to pack and check-out.
These issues were raised on check-out and the staff member was very apologetic and asked us if we would pass our concerns to the guest relations manager which we did. She too was appalled and apologised for the poor customer service we had received. We did emphasise the excellent service we received from two members of staff and praised them for their prompt action
However it's a pity that one person can let an establishment down so badly!
We will return to this hotel as it is a very good hotel - hopefully no more issues...
- Official Description (provided by the hotel):
- At DoubleTree by Hilton, we know that the little things mean everything. These days, travel can be hard. At DoubleTree by Hilton we understand that, and every little thing we do adds up to creating a rewarding experience for our guests. This is evidenced through the signature warm chocolate chip cookies guests receive upon arrival, the advantages of the award-winning Hilton HHonors(R) guest reward program and our industry-recognized Culture of CARE that's been part of our DNA since 1985. ... more less
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- Also Known As:
- DoubleTree By Hilton Hotel London -Tower Of London England