I stayed for one night at this hotel and unfortunately it was a terrible experience. The room was very small and the hotel did not have proper personnel to provide services. For example, there was no one to service the bar in the lobby and it took until 4:30pm for the room to be ready for check-in. During the night, you can hear other rooms and people walking around the hallway.
From the minute we walked into this hotel until the day we left we could not fault anything about this hotel. We were greeted each time by the staff at the front desk and the concierge. The breakfast staff and house keeping staff were all friendly and very helpful. Breakfast was a buffet but you could ask for omelette, fried or poached eggs or pancakes. Rooms were cleaned daily and coffee etc replenished also. Free hot chocolate cookie on arrival. This hotel is in a great location and we would definitely stay here again when in London.
They dont give you points, even u paid the bills from ur credit card , they change the name form bookings by themselves and let u suffer I even paid extra for the 2x points bookings but they don't seemed to bother by this And give u 5000 points as a charity when u stayed for 10 days Unprofessional customer service of hilton and extremely worse experience
The hotel is very dated and housekeeping service is left very much to be desired. However, the front office and the Concierge Mr Maroun are very professional and hold high standards in delivery of their service.
No recognition as diamond member, no upgrade to the queen room that was booked. Check in robotic but given a cookie. Had to ask about breakfast - which is a restaurant down the stairs opposite reception. Found the room small - but that’s London obviously. No issues with WiFi not hot water to be fair. Standard fare in restaurant. Served tea coffee at table. Pleasant enough welcome with one person tidying up. Lots to eat and drink round the area as Oxford street and Edgware Road close by. I tried Roti Chai across the road. Did the job for my meeting nearby. Wasn’t cheap at £340 for the night - probably full or thereabouts.
Room not ready several hours after 15:00 check in time with no provisions in place. Couldn’t care less attitude from the staff including the manager and to follow up having left items in the room and requested they be sent on it seems some of the staff operate a finders keepers policy, AVOID!
Returned to the hotel at 10.50pm having been out at a concert. Asked for a small jug of milk as I really wanted a nice cup of tea with some fresh milk. Informed the kitchen had closed! Having paid £300 for a room only I was astounded! The Concierge was helpful and went to try and get some, no luck. WOULD NOT RECOMMEND!
Overall friendly and helpful staff. Excellent customer service specially by Nathaly in the restaurant/breakfast room and Sekander Ew--concierge. They both go out of their way to make sure your needs are met. Cleaning staff is also very responsive and helpful. Hotel is centrally located and accessible to many attractions by walking and/or public transportation. Lots of good restaurants and shops near by!
Great location with small room, facilities were average compared to 4 stars hotel, breakfast was very average, not many variety of foods, staff was very kind and helpful. meanwhile, room has no view, in particular my room. however the location was quite superb, and walking distance to nearest shopping center.
Stayed here for 2 nights with my elderly mother. Staff were all so nice and helpful, really couldn’t fault any of them. Location is great, 2 mins walk to Marble Arch tube. Rooms were tiny and very dated. The bathroom didn’t have a bath mat and was quite hazardous for my mum getting in and out the shower. We didn’t have the £18 breakfast , but there is a takeaway Costa Coffee directly opposite.