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“Service not up to Hilton's mark & too far out from central London” 3 of 5 stars
Review of Hilton London Canary Wharf

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Hilton London Canary Wharf
4.0 of 5 Hotel   |   South Quay, Marsh Wall, London E14 9SH, England (Docklands / Canary Wharf / Isle of Dogs)   |  
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Ranked #125 of 1,066 Hotels in London
Kuala Lumpur, Malaysia
Top Contributor
72 reviews 72 reviews
50 hotel reviews
Reviews in 47 cities Reviews in 47 cities
49 helpful votes 49 helpful votes
“Service not up to Hilton's mark & too far out from central London”
3 of 5 stars Reviewed February 25, 2013

Stayed at the hotel for 3 nights for an event at the hotel. Overall stay was OK, check -in was swift, and was given a decent -sized room on a non-executive floor despite booking for one. The Executive Lounge was adequate for a quick breakfast, but can get quite full. However, the room wasn't serviced the next day, house-keeping claimed someone said no need cleaning (when i as staying alone). I received an apology email later, which was appreciated.

Then, on the third night, the aircond started whistling very loudly at 2am till morning, hence I couldn't sleep.... But what dissatisfied me was the fact when I reported it during check-out the next morning, it was received with a shrug, despite my reminders to get it repaired before hosting another guest. As a Hhonors member, I stay at Hiltons for most of my travels, so I was very disappointed with that attitude at a Hilton.

Location: if you plan to have daily meetings in central London, avoid staying here & commute. Too far out and too time-consuming. I should have stayed in central London and came for the event at the hotel instead. Traffic was horrendous most times ...

  • Stayed February 2013, traveled on business
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 2 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Adam_M_Smith, Manager at Hilton London Canary Wharf, responded to this review, March 6, 2013
Thank you for posting your comments on Trip Advisor.

Please accept my apologies for your room not being serviced. This is always disappointed to read, I was however glad to read that the Hotel Executive Housekeeper had sent an apology note to you with an explanation of what had happened.

With regards to the air con making a whistling noise during the night, please do accept my apologies for this and the way that your feedback was dealt with. The hotel facilities team has reviewed the unit to ensuring that the problem has been fixed and the hotel Front of House Manager has spoken with her team to remind them of the importance of listening to all our guests feedback with empathy.

I was glad to read that you found the hotel check in swift and efficient and that your room was a good size.

I do hope that you will return to the hotel in the near future.
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1,695 reviews from our community

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (272)
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Hassocks, United Kingdom
Contributor
13 reviews 13 reviews
3 hotel reviews
Reviews in 7 cities Reviews in 7 cities
4 helpful votes 4 helpful votes
4 of 5 stars Reviewed February 25, 2013

We have stayed here a number of times in the past, the last being in Jan 2013, when we were going to the O2.

The location is perfect for this, 1 stop on the Jubilee line and also only a few stops from London Bridge and also accessible by DLR Station or the Thames Clipper, about 15 minute walk from the hotel.

It is a modern Hilton with the normal Hilton facilities.

If you are lucky enough to stay in or be upgraded to the executive floor you can access the
Executive Lounge which provides a selection of beverages and snacks or afternoon tea with a selection of freshly prepared cakes.

The breakfast has always been good here, the restaurant is not my favourite and I have had a few poor meals here and we have now stopped using this to eat in the evening, however, there is good choice around the hotel within walking distance to keep me using this hotel.

  • Stayed January 2013, traveled as a couple
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
OliverStockland, Manager at Hilton London Canary Wharf, responded to this review, March 1, 2013
It is always good to read of our customers returning back to the hotel and that you enjoy the facilities and services provided. Thank you
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Nantwich,Cheshire
Senior Contributor
46 reviews 46 reviews
40 hotel reviews
Reviews in 40 cities Reviews in 40 cities
30 helpful votes 30 helpful votes
3 of 5 stars Reviewed February 25, 2013

Revisited this hotel last weekend due to its convenient location for the reason for my visit to London.
Unfortunately it remains essentially a posher 'travel lodge' kind of experience with uncomfortable bed and hair in the(inadequately cleaned) bath ! Everything else you might want such as wifi or breakfast was also substantially extra.
To be fair we did get a very low last minute rate but it does have pretensions to be a top hotel and if you are looking for a hotel for a special occasion I would look elsewhere.

  • Stayed February 2013, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 3 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Adam_M_Smith, Manager at Hilton London Canary Wharf, responded to this review, March 1, 2013
Thank you for your feedback.

I was delighted that you returned to the hotel due to its convenient location for travelling in and out of London.

I was however disappointed to hear that you found the bed to be uncomfortable and that you found hair in the bath. Rest assured your comments have been passed to the hotel Executive Head Housekeeper for her to review.

I look forward to you returning to the hotel in the near future.
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Devon
Senior Reviewer
9 reviews 9 reviews
6 hotel reviews
Reviews in 8 cities Reviews in 8 cities
19 helpful votes 19 helpful votes
5 of 5 stars Reviewed February 20, 2013

Stayed for one night. Room very spacious nice & clean. Hairdryer was pretty decent. Bed nice & comfy nice bedding & clean. We were on the 5th floor & could hear a rumble from the train but didn't cause a problem. Bathroom quite small compared to the size of the room, mini toilitries provided. Breakfast was of a high standard. Very pleasant staff from reception to restaurant. would use again.

Room Tip: noise wise I would ask for a room above level 5
See more room tips
  • Stayed February 2013, traveled with family
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Adam_M_Smith, Manager at Hilton London Canary Wharf, responded to this review, February 21, 2013
Thankyou for feedback about the hotel.

It was a pleasure to read your positive comments about the hotel, and in particular how you were impressed about your room, breakfast and the service provided by the hotel team members.

I look forward to welcoming you back to the hotel.
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Birmingham, United Kingdom
Contributor
19 reviews 19 reviews
10 hotel reviews
Reviews in 14 cities Reviews in 14 cities
20 helpful votes 20 helpful votes
5 of 5 stars Reviewed February 19, 2013

Fourth stay in this hotel within a short period of time. As HH Diamond Members we have been upgraded to Junior Suite prior to our arrival on last two occasions directly by Guest Relations Manager. Very much appreciated, indeed.

Modern hotel with nice, clean and spacious rooms. Fully meets 4 stars standard. Primary orientation on business guests during the week due to proximity of Canary Wharf. Also popular among tourists for weekend breaks.

Executive Lounge offers wide selection of beverages and very nice hot and cold snacks. You can choose from variety of wines including Port and fizz. Beers, vodka, liqueurs and cognac are also available. All during evening hors d'oeuvre served from 6 - 9 pm. Another specialty of the lounge is afternoon tea with a selection of freshly prepared cakes (proper cream tea with scones and strawberry jam also available). Lovely breakfast in the restaurant with variety of healthy options prepared by hotel team (chef's fruit compote and Greek yoghurt or Bircher muesli particularly delicious).

Excellent connection to the city centre via DLR Station 3 minute walk from the hotel or alternatively, Jubillee Line 7 minute walk from the hotel. You can also board the Thames Clipper. The pier is 12 minute walk from the hotel.

  • Stayed February 2013, traveled as a couple
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Adam_M_Smith, Manager at Hilton London Canary Wharf, responded to this review, February 21, 2013
Thank you for posting a review of the hotel on Trip Advisor.

I was delighted to read your wonderful comments about how clean and spacious the hotel bedrooms are and how you enjoy the variety and quality of food in the executive lounge when ever you stay at the hotel.

I look foward to welcoming you back for your next stay.
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vancouver
Senior Contributor
39 reviews 39 reviews
20 hotel reviews
Reviews in 20 cities Reviews in 20 cities
21 helpful votes 21 helpful votes
4 of 5 stars Reviewed February 17, 2013

This hotel is reachable via footbridge from DLR and London Underground. It offers modern, spacious and up to date facilities to meet the needs of both business and leisure traveller.
It is also high-tech as when I lifted bottled water from the mini-fridge to read the label and put it back within seconds still it was charged to my room bill as I overlooked the reminder sticked on the mini-fridge that it is equipped with a sensor that any item removed will be automatically charged to the guest. The decor has elegance to it with leather touch from the headboard to the footstool. The room that I had was the deluxe room and the bathroom toiletries include a bath soap molded to provide body massage as well and the only thing I noticed is there is no separate shower stall which is standard now to any business class hotel worldwide. Express check-out was an added bonus for guest who is not staying in the executive floors.

  • Stayed January 2013, traveled solo
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Adam_M_Smith, Manager at Hilton London Canary Wharf, responded to this review, February 19, 2013
Thank you for completing your review on Tripadvisor.

It was a pleasure to read your great comments about the hotel.

I will ensure your feedback is passed to the hotel team and I look forward to welcoming you back to the hotel very soon.
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Liverpool, United Kingdom
Senior Contributor
25 reviews 25 reviews
16 hotel reviews
Reviews in 21 cities Reviews in 21 cities
28 helpful votes 28 helpful votes
3 of 5 stars Reviewed February 16, 2013 via mobile

Very diserponted, NOT on the same stranded as the outher HILTON Hotels I have stayed in I would say its a glorified Traval inn Nothink wrong with the Hotel it's 1 Minit walk from the DLR station 20 minits on the train to Tower bridge then you get the Tube The Room was nice the Food and drink was OK if I had the option I would not come back to this Hotel I don't know I think I have been spoilt with the Hilton Waldorf

Stayed February 2013
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Adam_M_Smith, Manager at Hilton London Canary Wharf, responded to this review, February 19, 2013
Thank you for your feedback.

I was sorry to hear that you felt disapointed with the design of the hotel, however I was happy to read that you thought the room was nice and that the hotel was conveniently located for communicating in and out of London.

I look forward to you returning to the hotel in the near future.
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Additional Information about Hilton London Canary Wharf

Address: South Quay, Marsh Wall, London E14 9SH, England
Phone Number:
Location: United Kingdom > England > London > Docklands / Canary Wharf / Isle of Dogs
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Wheelchair access
Hotel Style:
#30 Family Hotel in London
#79 Romantic Hotel in London
#99 Luxury Hotel in London
#176 Business Hotel in London
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Hilton London Canary Wharf 4*
Number of rooms: 282
Official Description (provided by the hotel):
Situated conveniently in the heart of London’s business district, Hilton London Canary Wharf is an obvious and popular choice for business visitors. As one of our guests you will have access to a high-speed internet connection, spacious desks to work from, a 24-hour business center and many other comforts. Rooms are fitted with a widescreen TV and an alarm clock that lets you plug in your MP3 player, meaning you can wake up to your favourite music.When you’re not busy working, make the most of the sauna, steam room or work out in the well-equipped fitness center. Or sip on a well-earned cocktail in the very popular Canary Wharf restaurant, Cinnamon. Hilton London Canary Wharf is very close to the O2 Arena and Westfield shopping complex in Stratford. This hotel is a great choice for anyone wanting to be close to where business happens but not too far from all the tourist attractions. ... more   less 
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Also Known As:
Hilton London Canary Wharf Hotel London
Hilton International London
London Hilton
Hilton Canary Wharf
Canary Hilton Wharf
Hilton London Canary Wharf England

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