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“Excellent but Aging Business Hotel” 4 of 5 stars
Review of Hilton London Tower Bridge

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Hilton London Tower Bridge
4.0 of 5 Hotel   |   5 More London - Tooley Street, London SE1 2BY, England (London Bridge)   |  
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Ranked #126 of 1,075 hotels in London
Columbia
Senior Contributor
21 reviews 21 reviews
12 hotel reviews
Reviews in 13 cities Reviews in 13 cities
13 helpful votes 13 helpful votes
“Excellent but Aging Business Hotel”
4 of 5 stars Reviewed September 29, 2013

My husband and I stayed at the Hilton Tower Bridge hotel for two weeks while I was in London on business (8/26 - 9/6). This was our second visit to the hotel. I asked for, and received, an upgrade to a slightly larger room that included breakfast. I truly appreciated this gesture since we were spending nearly 2 weeks at this hotel.

We specifically requested to stay at this hotel for a second time due to the wonderful location. You are steps away from the River Thames, Tower Bridge, and many bars and restaurants. We enjoyed nightly strolls along the river and dining at a huge variety of excellent places. We were never bored!

Positives of our stay:
- The room was clean and large enough for us to feel comfortable. It was very quiet. The rooms have a very modern feel.
- Excellent proximity to M&S for groceries, bars, restaurants, and the River Thames.
- Appreciated the in-room safe, and the large bathroom.
- Upgraded to a slightly larger room, which was very appreciated.
- Replenished complimentary bottle of wine daily, as well as occasional treats of fruit and chocolate. We also got several handwritten notes from the manager.
- Great gym with 1 elliptical machine, 2 or 3 treadmills, bikes, and lots of weights, mats.
- Several minute walk to tube and train stations
- The service at the front desk is impeccable!
- The laundry service is top notch...although expensive.

Areas for improvement:
- Some of our towels were threadbare and / or had mascara stains on them.
- My complimentary bathrobe had a hole in the sleeve and was really worn.
- Lack of drawers for storing my clothing. There were several shelves but I prefer to have drawers to store my clothes.
- They upgraded us to complimentary breakfast upon checkin. However, they never recorded it properly in the system so that every single morning for 2 weeks we were grilled as to whether or not we had breakfast included and had to sit here while they verified that we had breakfast included before getting seated. It was quite embarrassing and annoying.
- The breakfast was hit or miss. Sometimes the food was spot on. Other times, the food was cold and unappealing. I heard other guests complaining of the same thing.
- The wifi was horrible. We had to pay a huge fee to get wifi in our room. The wifi was spotty in the bulk of our room. The only place where it was reliable was in the bathroom or in the hallway by the front door. I called the 3rd party help dest that Hilton outsourced the wifi to multiple times to get this fixed. We were given a modest discount for our troubles upon checkout.\
- The service in the restaurant (breakfast) was spotty. My most memorable experience was watching / listening to the guy at the front desk taking his web-based-training module on profit margins and clients while on-the-job. I didn't like hearing about how Hilton makes a profit on their clients while eating my breakfast.

We will most likely stay at this hotel again while traveling on business. The location is awesome and the hotel is very clean.

  • Stayed August 2013, traveled on business
    • 3 of 5 stars Value
    • 5 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
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sven G, General Manager at Hilton London Tower Bridge, responded to this review, January 8, 2014
Thank you for taking the time to post feedback. We value your commentary and take both positive and negative feedback into account when revising our service levels and team member training. As a hotel we pride ourselves in delivering superior service which is not only friendly and professional but also genuine and heartfelt.

We hope to be able to welcome you back in the near future to London as well as our hotel.

Sven M. Goosen
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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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
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Toronto, Canada
Top Contributor
51 reviews 51 reviews
44 hotel reviews
Reviews in 29 cities Reviews in 29 cities
46 helpful votes 46 helpful votes
4 of 5 stars Reviewed September 28, 2013

Used the hotel a number of times during business trips including a recent one in September. Given that most of the hotels in central London I'm familiar with have the traditional, old fashioned slant, for someone with a bias towards modern contemporary this could be a potential preferred choice. Good location within walking distance of restaurants and attractions such as the Tower Bridge or the Tower. Steps from the subway as well. Beyond check-in and check-out both of which were handled as one would expect did not have any broader experience with the service. Willing to come back if in the neighbourhood.

  • Stayed September 2013, traveled on business
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 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 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sven G, General Manager at Hilton London Tower Bridge, responded to this review, January 8, 2014
Thank you for taking the time to post feedback. We value your commentary and take both positive and negative feedback into account when revising our service levels and team member training. As a hotel we pride ourselves in delivering superior service which is not only friendly and professional but also genuine and heartfelt.

We hope to be able to welcome you back in the near future to London as well as our hotel.

Sven M. Goosen
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
meath
Senior Contributor
26 reviews 26 reviews
16 hotel reviews
Reviews in 13 cities Reviews in 13 cities
46 helpful votes 46 helpful votes
3 of 5 stars Reviewed September 26, 2013

Stayed here last weekend as a treat for a birthday celebration. I'm sorry to say that the biggest disappointment was the staff. Upon checking in, my sister and I were presented with a double room instead of the twin booked. The response was an immediate blame game. It was our fault-until we showed them our booking. It was the agents fault-wrong again. Can't you share? .......the point is, we don't want to.
So being reasonable people we accepted the bar voucher and headed up for a coffee while they sorted out our room. We were assured that our bags would be sent to the room and our keys sent up. So we waited for an hour in the bar. We were tired and grubby as we had been up since 6am for our flight. After an hour, (at this point it was now just after 4.30), we had enough and accepted that the room keys were not coming. So we headed back down to reception, to be told that our room had been ready some time. The blame game of the twin room booking was replayed and we were promised that we would get a full explanation as to why we had to we were not told our room is ready. We are still waiting for this.
The room was fine, shower was nice. Can't fault the breakfast, but with only one toaster for the entire breakfast room, be prepared to queue.
This place is seriously banking on the reputation on the Hilton name and not on the quality of its customer service.

  • Stayed September 2013, traveled with friends
    • 2 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
norwich
Contributor
14 reviews 14 reviews
4 hotel reviews
Reviews in 4 cities Reviews in 4 cities
2 helpful votes 2 helpful votes
5 of 5 stars Reviewed September 26, 2013

We went here for afternoon tea as part of a trip to the shard we were in a coach party of 52 and we had a lovely experience, we were all sat down quickly and were served swiftly with a lovely spread of sandwiches,scones and cakes the staff were lovely and very attentive asking if we wanted anything else and we were offered extra tea, coffee, the food was fresh and all in all was a great experience all round.

  • Stayed September 2013, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 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.
Sven G, General Manager at Hilton London Tower Bridge, responded to this review, January 8, 2014
Thank you for taking the time to post feedback. We value your commentary and take both positive and negative feedback into account when revising our service levels and team member training. As a hotel we pride ourselves in delivering superior service which is not only friendly and professional but also genuine and heartfelt.

We hope to be able to welcome you back in the near future to London as well as our hotel.

Sven M. Goosen
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
London, United Kingdom
Senior Contributor
22 reviews 22 reviews
11 hotel reviews
Reviews in 10 cities Reviews in 10 cities
18 helpful votes 18 helpful votes
5 of 5 stars Reviewed September 25, 2013

My partner and I stayed here for 2 nights over the valentines weekend back in February and were so impressed with the hotel. We had a great room with floor to ceiling windows overlooking the Shard (which we later visited!) very modern and comfortable and all the little details, i.e. robes/toiletries were all as they should be. Nice cocktail lounge although slightly pricey at £10 for a tiny cocktail. Breakfast was of a good standard and plentiful ranging from cooked breakfast to pastries, cereals etc. Staff very friendly and helpful and we had a great time here. Definitely recommend.

Room Tip: Ask for a view of the Shard, looks great at night time when lit up!
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  • Stayed February 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
    • 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.
Sven G, General Manager at Hilton London Tower Bridge, responded to this review, October 31, 2013
Thank you for the positive feedback. It was nice to read that you enjoyed your stay and we hope that you will choose to visit us again in the not too distant future.

We will review your comments with our team and continue to strive for excellence.

Sven M. Goosen
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Santiago, Chile
Senior Contributor
27 reviews 27 reviews
4 hotel reviews
Reviews in 12 cities Reviews in 12 cities
7 helpful votes 7 helpful votes
4 of 5 stars Reviewed September 24, 2013

we stayed at the Hilton during a one week visit to London. We always like to visit a city by mixing the tourist attractions with local options beyond the beaten path. I would surely recommend the Hilton if you like to stay away from a 100% tourist environment. if you don't, just look for a hotel near Piccadilly circus or Oxford Street. At this Hilton you are one block away from the Thames River South Bank, with an impressive view of the Tower Bridge and the Tower of London. You can actually walk to those sites. But since the Hilton is within the London More business districts, expect to see a lot of professionals going into work in the morning and staying for drinks after work. The Hilton bar will be packed with business people and tourist getting a drink. You can also walk to Hays Galleria where you will find bars, cafes and restaurants. I f you want to get local, try Boroughs Market.

THe Hilton is a great hotel close to the Tube and has a great bar. Rooms are nice and service is fast. A few things to improve and that kept this hotel for getting a 5 star review was not having free wifi at rooms, breakfast buffet should have changes in the menu specially if you are there for a week.

I would probably return to the Hilton but more because of its location rather than the hotel itself.

Stayed September 2013, traveled as a couple
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sven G, General Manager at Hilton London Tower Bridge, responded to this review, January 8, 2014
Thank you for taking the time to post feedback. We value your commentary and take both positive and negative feedback into account when revising our service levels and team member training. As a hotel we pride ourselves in delivering superior service which is not only friendly and professional but also genuine and heartfelt.

We hope to be able to welcome you back in the near future to London as well as our hotel.

Sven M. Goosen
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Cambridge, United Kingdom
Senior Reviewer
6 reviews 6 reviews
3 hotel reviews
Reviews in 5 cities Reviews in 5 cities
6 helpful votes 6 helpful votes
4 of 5 stars Reviewed September 23, 2013

The room was smart and modern with everything where it should be. Staff were very helpful. we didn't do breakfast which seemd like a good call as it was expensive and very busy (people queuing). we stayed up late in the roof bar which although expensive has good views over Tower Bridge and the taller buildings in London.

Room Tip: We stayed on floor 7 and although it overlooked Fenchurch Street Station in one direction, you could...
See more room tips
  • Stayed September 2013, traveled with family
    • 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
    • 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.
Sven G, General Manager at Hilton London Tower Bridge, responded to this review, January 8, 2014
Thank you for taking the time to post feedback. We value your commentary and take both positive and negative feedback into account when revising our service levels and team member training. As a hotel we pride ourselves in delivering superior service which is not only friendly and professional but also genuine and heartfelt.

We hope to be able to welcome you back in the near future to London as well as our hotel.

Sven M. Goosen
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.

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Additional Information about Hilton London Tower Bridge

Address: 5 More London - Tooley Street, London SE1 2BY, England
Phone Number:
Location: United Kingdom > England > London > London Bridge , Waterloo / South Bank / Southwark
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Restaurant Room Service Suites Wheelchair access
Hotel Style:
#76 Business Hotel in London
#86 Family Hotel in London
#95 Luxury Hotel in London
#118 Romantic Hotel in London
Price Range (Based on Average Rates): $$$
Hotel Class:4 star — Hilton London Tower Bridge 4*
Official Description (provided by the hotel):
Set against the backdrop of one of London's best known historical landmarks, Hilton London Tower Bridge is a modern and contemporary hotel with a striking exterior and is ideally situated on the doorstep of the City. This 245-bedroom hotel with high speed internet access in every guest room and wireless broadband internet access throughout offers something different and whether you're on business or pleasure the subtle touches of colour will enlighten your stay. When it's time to entertain clients or simply relax, take advantage of the hotel's lively cocktail bar before enjoying the delights of the restaurant's European cuisine to complete a memorable stay. ... more   less 
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Also Known As:
Hilton London Tower Bridge Hotel London
Hilton London Hotel Bridge
London Hilton
Hilton Tower Bridge
Hilton London Tower Bridge England

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