My fiance and I stayed at the Hilton Milton Keynes with our 4 month old baby between 26th Dec and 2nd Jan, whilst visiting family and friends over the Christmas period.
Regrettably, our stay started badly when we walked into our allocated room. This 'Queen Deluxe' was smaller than expected, but satisfactory in terms of a living space. Our first impressions were that the room merely appeared a little outdated, but it didn't take a much closer look to see that it was extremely rough around the edges. A 2 inch hole between the bottom of the balcony doors (where the lock was once present) meant the wind whistled through the room. I was disappointed to learn that the management of the Hilton hotel believed this room to be of an acceptable condition for a family to stay in. Let alone place a baby cot on the floor next to the whistling door. This room should never have been sold in the first place.
We were subsequently upgraded to a 'Junior Suite'.
The main living room was significantly larger (though bathroom exactly the same) and whilst there were no holes connecting our room to the elements this time round, the general condition was equally as poor. The photographs in this review describe the most noticeable defects, but it's extremely clear that the Hilton are trying to maintain this hotel on a shoestring. It's poor to say the least and I wouldn't be surprised to learn that they've spent any real money on improving or renovating the grounds and rooms of this hotel in a very long time. I'd suggest anybody paying the full suite rate would be highly disappointed by the tiny, dirty bathroom and the tired, rough finish of all else.
Ironically, the employee of the month posted in the lobby was a member of the maintenance team (I still just about have a sense of humor after this stay).
The general rough edges observed in the rooms was also visible in the restaurant and communal areas:- chipped paint, dented furniture, and dirty surfaces. Per the attached photographs, one of the most disgusting aspects was the fact that room-service breakfast dishes were left for so long before being collected. I didn't ever see trays removed before midday, and on one occasion, they were still present after 18:00 and only removed (from the floor i stayed on) when I informed the reception desk. Aesthetics aside (and trust me if you will - it looked absolutely disgusting), not only does this present an obvious hygiene risk, but I took this as a physical manifestation of the Hilton's attitude toward the guest experience. Not good enough.
Upon calling the restaurant, we were told on the evening of New Years Day, that there would be no room service available. This was the first time and whilst I insisted that we would require the service over the phone, I was told I would need to visit the bar. Reluctantly, I did so, where I was greeted by a bartender who informed me of a highly limited menu (and again that room service would not be available). Having ordered and been told once again that this [4-star hotel] could not deliver to our room, I needed to speak with the reception team in order to make that happen. We were subsequently visited in-room by the same down-spirited bartender who sheepishly delivered our meal. I don't expect to need to argue for this kind of service.
We only visited the restaurant for breakfast, which was of a reasonable buffet-style standard. We ate there on 4 of the 7 days. On the downside, the oddly enthusiastic style of the restaurant manager, whose English in my opinion was a long way off a sufficiently high standard for greeting guests and asking for tea, coffee or orange juice preferences, made for somewhat of a loud and uncomfortable experience that was strange and simply not necessary. This individual doesn't understand what constitutes a relaxed and professional dining service.
The reception staff (including at least 2 duty managers I was aware of who manned the desk at times) were generally polite and accommodating. We were quickly moved to a new room when we requested it. Other than the porter who deemed it appropriate to address me as "mate" on several occasions (i can live with that) and the duty manager who woke our baby who loudly entered our room after a power cut, interactions were generally professional and efficient. I would say however, that based on the rest of our experience, the leadership team at the Hilton really didn't have a very good concept of what 'good' looks like. For any senior leadership who might have stumbled across this review, I'd most certainly recommend some well-overdue retraining/education.
I will not be staying at this hotel again and maintain the fact that it requires significant investment in terms of renovation and employee development just go get it to the standard of a basic 4-star hotel. Whilst I appreciate this hotel is not new, there's bags of opportunity for improvement and much of it is long overdue. I've no doubt that the Hilton Milton Keynes was once a 4-star hotel, but today it most certainly is not.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.