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My Wife and I visited this Hotel on Friday 7th December. The visit was arranged and paid for by a friend of my wife. Upon arrival we presented our confirmation, however the receptionist was under the impression that we should pay. We asked if she would speak to the friend who had arranged/paid for the booking. She said she could not do so nor could payment be taken over the phone and that is assuming they could show payment had not been made. To make matters worse her manager on a busy Friday afternoon was not available. We again requested she contact the person who had made the booking, again she refused. Although not unpleasant she did not appear in anyway interested to try and resolve the matter. We therefore left, my wife was then able to make contact with her her friend who at that time was in Budapest. After numerous messages we were advised by my wife's friend that she had spoken to the hotel and we could return and check in, contrary to what we had previously been advised.I would advise that at that this point we were driving back home. The young man who checked us in was very apologetic but was unable to offer any good reason as to what had gone before. We were then offered a free breakfast. We made our way to room 229, the fridge/mini bar was locked and the the tv had no signal. my wife then spent not less than 10 minutes being referred to both housekeeping and room service. Having been asked to "hold* she did so for at least 5 minutes, she gave up and went to reception. More apologies, they failed to unlock the mini bar. A young man then came to the room and fixed the tv. Believe it or nor not we were trying to make light of the situation although by now we had lost almost two hours of our afternoon. The saga continues! We went down to the bar for drinks and supper. For some reason we were not given the complimentary nibbles but were asked to pay £3.00 for a small bag of peanuts. Fortunately we were subsequently provided with the complimentary nibbles. We then ordered two fish finger sandwiches and a side of onion rings. Firstly the fish fingers were served in a cold brioche bun, the onions were also cold and under cooked. They were taken away and I assume re-cooked as the came a dark brown colour and dry. In the meantime we discovered the three meagre fish fingers in each bun were not even warm. Further no condiments, cutlery or napkins were provided, we did ask but they never appeared The situation was such by now we were extremely frustrated, fortunately the bar manager Aleksandra intervened and could not have been more apologetic or helpful She immediately accepted the the situation and offered us "anything" off the menu. Initially we rejected this as were so fed up. However, we did subsequently enjoy a shared a pizza and drinks. We were also offered dessert, my wife had a chocolate fondant, this was the first chocolate fondant we had seen without a good chocolate centre. In fact it was no more than a dry sponge. We were able to smile in the face of adversity but in simple terms our visit was a disaster and was extremely embarrassing for my wife and her friend.
We stayed here overnight. The room is average, dated and could do with modernisation. We ate in the hotel restaurant sitting in the courtyard on a sunny day. This was my favourite as it is so relaxing, great atmosphere and food is okay.
The little walk around the site is also worthwhile if you have time On a nice day.
After staying there couple of months ago couldn't wait to go back,but this this time was disappointing.On arrival the lady in the reception told me as a silver member have to pay £17 each for the breakfast last time we didn't had to.I sill don't understand why they wanted to charge that much.We only spent there one night and on the check out they told me they gonna charge us for a bottle of wine from the mini bar(which we didn't drink it!)And who checked that quick if there is anything missing from the fridge,if we spent there only one night?definitely won't be returning.
Response from Greg C, General Manager at Hilton London Syon Park
Responded 5 days ago
Dear Rekha3, Thank you for taking time to share your feedback with us. I am very sorry to hear of your experience and I would like to extend our sincerest apologies for all inconvenience caused. Please rest assured our Front Desk team will be re-trained in order to prevent situations like that from happening again. I hope we will have an opportunity to welcome you back. Please contact us directly when making reservation so we could ensure you have seamless experience. Kind Regards Greg Crawford General Manager
Stayed here for my Birthday and really wish we'd saved our money. Check in went smoothly, and we were staying in a King junior Syon suite. Arriving at the room (69) the Room number light wasn't working. When we got inside there was a bin full of rubbish which we had to ask the cleaner to empty. The room itself was ok but nothing really special. The main problems were in the bathroom. There was a hole in the ceiling (see photo) The free standing bath had hairs in it and when I tried to rinse them away the mixer tap came off in my hand. The entire bathroom smelled of drains and really not what you expect from a Hilton hotel. I know I could've called reception and asked to move but firstly I was tired and secondly I shouldn't have to! Room service breakfast was mediocre and they got the order wrong. All in all I did not enjoy my stay here and I definitely wouldn't return.
Response from SylvieW199, on behalf of the team at Hilton London Syon Park
Responded 1 week ago
Dear A-MacDon72, We are sorry that you had a disappointing experience during your stay with us. At Hilton, we always aim to ensure every guest feels cared for, valued and respected. Your feedback will help us deliver this brand promise. Guest satisfaction is very important to us and we try hard to make sure all of our guests have a rewarding stay. Thank you again for your feedback and we hope you will consider staying with us again.
Playful Luxury – just another way of saying charm and elegance with a flair of fun, which is just the ambiance you will find at Hilton London Syon Park. Old world elegance meets contemporary finesse, brimming …Morewith state of the art conveniences, eliminating barriers and boundaries and adding depth and design to experience. Conveniently located near Central London where luxury service revolves around your business and leisure requirements. Whether you’re dining, discovering, meeting or escaping, the Hilton London Syon Park, makes it easy to experience first class service in the centre of it all. Less
Star ratings indicate the general level of features and amenities to expect. They are provided to TripAdvisor by third-party partners such as Expedia and Giata.
Sorry I cannot help as we did not use the spa.
In other places we have stayed we were not allowed to use the spa after we checked out , so I suggest calling the hotel and asking if you can use the spa anytime on the day... More
Sorry I cannot help as we did not use the spa.
In other places we have stayed we were not allowed to use the spa after we checked out , so I suggest calling the hotel and asking if you can use the spa anytime on the day you check in ahead of your checking in and / or after checkout time on the day you checkout.