Upon entering the hotel I took in the stunning building, grounds, new decore and furnishings and could not help but feel excited as my partner and I went to check in; but the exciement faded at check in. The receptionist was impartial and lacking in customer service skills: we were not welcomed verbally or by a single smile but given a cookie, infact she showed no real interest in us at all. We then asked for an upgrade as we wanted to treat ourselves for our weekend break which was processed efficiantly and quickly but coldly. Upon entry to the room we were severly disapointed as nothing was right. The room was right above the kitchens where the fans went day and night (when we checked out, we were informed that they should have been switched of between 11pm and 6am). There was no air con, it was a very hot weekend with the tempretures being on average 20c , and as we were above the kitchen and heat rises we were stifling, when we opened the windows we were faced with smell of frying fat and the noise from the fans. To add to our discomfort we also found out straight away that the room was unserviced: there was half a toilet roll, an empty tissue dispencer, missing toiletrys, no bathrobes, no slippers, a broken safe, the tv was broken, large crumbs peeking out from under the sofa, no bath mat (I fell in the shower on the last day and baldly damaged my knee of off the side of the bath) and a maintance man walked in (oblivious to the fact that anyone was in the room due to bad communication ) to fix a broken shower head. After entering the room and finding all these faults my partner and I reported them to the receptionist, with the result being that for our entire weekend stay: the room was never serviced, the missing items never appeared, and except from the safe, the broken items were never fixed or even offered to be fixed. We also asked for a non feather pillow when we checked in to be sent up to the room, it arrived after 3 calls to reception at 9pm. To us the whole point and advantages of staying in a hotel room is being able to sample the free toiletries, putting on the bath robe and watching the tv or a film in nice surroundings while relaxing and getting away from it all. We booked our stay with family as a group in february and were looking forward to it since then, they had plenty of time to prepare but let us down instead. We did get our £40 upgrade charge refunded and a free lunch but that hardly compensated for the £280 it cost my partner and I for our weekend stay for my 30th. I will never be putting a foot inside another hilton again, they were severly lacking in customer service and just saw you as a number. I would however highly recomend the Townhouse collection hotels, they execute good customer service perfectly.
it is not even worth asking for an upgrade
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
As you know we have corresponded with you since your stay and am sorry to read that we have not been able to rectify the situation to your satisfaction. The complimentary upgrade and the waiving of the bill for lunch – costing over £150 - were a sincere effort to offer you our apologies. I am sorry to read that we did not succeed in this
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.