I have stayed at this hotel several times over the years most recently in June 2012. I normally book a junior suite and my stays have ranged from one day to approx. one week. This used to be my favorite hotel in London but on this most recent stay, I found the standards of the hotel to be slipping and was disappointed with my stay.
The hotel has gone through numerous management changes over the years first as a member of World Hotels, then with the Kempinski brand, then as a member of Hilton's Waldorf Collection, and now apparently as a different member of the Hilton Family.
First I will emphasize the positives of the hotel. The hotel is located in a beautiful section of Knightsbridge a pleasant 5-10 of the Gloucester Road Metro, all forms of basic services including pharmacies, a Tesco, and banks are located within just a few minutes from the hotel. You can find all manner of upscale eateries on Old Brompton Road which runs basically parallel to the hotel. There are few more pleasant sections of London.
The staff have always been pleasant and helpful and could handle most requests quickly and professionally. One exception was the midnight shift, when I tried to pay my bill in advance of an early departure the next morning, it took an amazingly long time as first one staff member and then a night manager tried to pull up my bill. I have never had this problem in other hotels. Despite this, I generally have a very positive view of the staffing of the hotel.
Additionally, the Turkish Spa available in the basement is very nice.
Despite these positives, I found the condition of the rooms and other hotel amenities to be below reasonable standards. First, I found a great many condition problems with my room: stains of all descriptions on the fabrics, woodwork and bathroom fittings loose and coming out of the wall or of the socket of the furniture. Fabrics seem not to have been updated since of the opening of the hotel some years ago and instead of colors being bright and vibrant they were instead dreary and drab (the stains certainly didn't help). My room located facing a side alley-way was simply dark and depressing. The hotel uses imitation antique furniture, which is fine except that I found several elements of the desk separating from each other.
Despite charging 15+ USD for internet use per day the signal in my room was dramatically below average to point where I could not get work done. I complained to the front desk and they did, thankfully, refund my internet charges for that day.
Additionally, because of my work schedule I was very reliant on room service. This has been a long-standing problem for me at this hotel and I had hoped it might be sorted during one of the management changes. I was wrong. The room service I tried over several days was some of the worst I have ever eaten at any hotel. It was not simply the quality of the ingredients but the taste of the food. Some dishes were simply inedible. I cannot understand how they are able to charge such high prices and produce such low-quality food other than through blatant cost-cutting measures.
I never thought I would write a bad review of this hotel, as I still feel it has great potential but management must do a better job of maintaining their property and please drastically reorganize you kitchen.
Perhaps then I will return.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for having taken your valuable time to post your feedback on TripAdvisor following your stay with us at The Bentley London, A Hilton Hotel. We really appreciate all of our guest feedback and use this to continuously improve the levels of service offered to all of our valued guests.
I was very sorry to hear of your overall dissatisfaction during your stay in June 2012 and would like to apologise for the standards that you have described. Your comments have been shared with our relevant Heads of Department and I can assure you that, even though it has been 8 months since your stay, these will be discussed at our next monthly meeting as a way for us to maintain our standards.
I would of course like to restore your faith in The Bentley London, A Hilton Hotel and should you be returning to London in the near future, I would of course be delighted to be of assistance to ensure that all of your requirements are seen to personally.
Once again, thank you for your valued feedback and we hope to have the pleasure of welcoming you back again soon.
Guest Relations Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.