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Hilton East Midlands Airport
Certificate of Excellence
Reviewed October 24, 2012

Had a park and fly package at a very good rate. Parked up, checked in and transferred to the airport straight away, efficient and friendly staff. Our one night stay was at the end of our holiday and when we landed at 1.30am the transfer driver was waiting in the arrivals hall with our room card all ready to enable us to go straight to the room when we got to the hotel. The room was adequate but felt a little dated, this may have something to do with the luxury we had been surrounded by for the previous ten days! Didn't hang about in the morning as we were keen to get home. Would do the same thing again!

Stayed: October 2012, traveled as a couple
Thank Daggle
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
managerEMA, Front Office Manager at Hilton East Midlands Airport, responded to this reviewResponded October 26, 2012

Dear Guest,

Thank you for posting your review on trip advisor.

We're delighted that you had a good stay and that we were able to meet with your expectations especially with the 'park and fly' package and the transfers.

Thank you for choosing to stay with us and for your recommendation to other travellers.

See you again soon.

kind regards

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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1,387 - 1,393 of 1,699 reviews

Reviewed October 22, 2012

We arrived at the Hilton East Midlands late on thursday evening after driving from Glasgow with our 2 small children (5 & 3Yrs) We where greeted at reception by a very helpful and friendly member of staff (sorry I forgot the guys name) He Welcomed us to the hotel and gave us all the information we required. As a had arrived so late we where unsure as to what to do regarding our evening meal. We had planned to leave the hotel and eat elsewhere, we had assumed the hotel would be really expencive.. Our reception worked told us about the resturant, if we where going to dine there we had to be quick as the last sitting was 30 mins later. We decided to go there, the receptionist issued us with 2 'meal deal' type tickerts where we could have 3 courses for £15 AND our kids ate free!! Fantastic!! We rushed up to our room and freshened up and then headed down to the resturant.. Unfortunatly the service was really slow, they seemed to be working on a system where one guy took the orders and served the tables and the others cleared and reset the tables.. there where quite a few staff in the resturant but service was sit really really slow which was made worse that it was after nine at night and our kids where tired, we all just really wanted to eat quickly and then get back to our room. Our table was very close to the till area where most of the staff gathered, the manager (guy in the suit) seemed to have an issue where he had to keep touching his 'boy area' Yuk! the resturant itself was nice, decor was lovely, food was good but did require seasoning (better to have less than to much)
Our room was nice, clear and warm. The health club was also nice and the staff where very helpful and friendly. Breakfast was good, and our server asked our kids if they would like pancakes which was a lovely treat.. All in all we where made to feel most welcome and we did have a lovely stay, unfortunately the staff in the resturant let it down, which was a real shame, perhaps because we had the package vouchers they felt they didnt need to spend time on us as we where not speading a fourtune... we did expect better service ..

  • Stayed: October 2012, traveled with family
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Thank Kirsty M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
managerEMA, Front Office Manager at Hilton East Midlands Airport, responded to this reviewResponded October 26, 2012

Dear Guest,

Thank you for taking the time to give us your review.

Your comments are appreciated and have been fully taken on board. This will help us in addressing the issues you raised and will enable us to align our standards with our guests expectations to improve our overall service.

Thank you for mentioning the friendliness of the staff and the breakfast chef who made fresh pancakes for the children.

Thank you for choosing to stay with us and we look forward to seeing you again soon.

kind regards

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Reviewed October 22, 2012

Stayed here twice now on Saturday nights with 2 children. Reasonably priced family rooms, individual (sofa) beds made up for children with own towel and toiletries is a nice touch, saves making up a sofa bed later as with some hotels. Pool is reasonable size, quiet on the weekend afternoons and mornings that we have used it. Steam room, sauna, jacuzzi all pleasant enough. Check in/out quick and easy. Do factor in that parking is an additional £5. There are loads of parking spaces, even though this hotel caters for a lot of people using the park and fly option. Hilton breakfast is good but expensive at £16.50. Ask at reception to buy a breakfast voucher, just before you go for breakfast, and the price is £10. As kids eat free, breakfast for 4 at £20 was good value. If you are navigating to the hotel using postcode on sat nav be warned, our approach from west was fine, but from east were sent up the motorway instead.

  • Stayed: October 2012, traveled with family
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Thank Fairplayfella
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
managerEMA, Front Office Manager at Hilton East Midlands Airport, responded to this reviewResponded October 26, 2012

Dear Guest,

Thank you for posting your review on Trip Advisor and for giving us a 5 star rating.

With directions to the hotel, i'd like to add that a number of our guests have found that bringing up the hotel name in their SAT NAV has been very effective in getting them here. In the Sat Nav under points of interest enter the hotel name or hotels near east midlands airport or near kegworth and then choose Hilton East Midlands and that should bring you here directly.

Thankyou for choosing to stay with us and look forward to seeing you again soon.

kind regards

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Reviewed October 22, 2012

This hotel, being at an airport and close to the M1 is generally a "transit" hotel and I expect we are unusual in the respect that we use it as our base for a 10 day visit back to see family, so perhaps we notice more than others the staff attitude; the staff on Reception are great, Laura especially; but the Restaurant staff, especially those on breakfast duty couldn't be more miserable if they tried, now I understand that getting up at silly o'clock in the morning can't be a whole lot of fun but come on guys even a "good morning" seems to be beyond you, which is a real shame because the breakfast on offer is brilliant, well cooked, well presented, good variety and the cooked to order egg station is fantastic. We will be back because we like the Hilton brand and on balance this is a good hotel but please if you are so unhappy in your jobs perhaps you should think whether you are in the right job!!!

  • Stayed: October 2012, traveled as a couple
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Thank DerbyshireGee
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
managerEMA, Front Office Manager at Hilton East Midlands Airport, responded to this reviewResponded October 26, 2012

Dear Guest,

Thank you for taking the time to give us your review.

Your comments are appreciated and fully taken on board. Thank you also for mentioning Laura and the reception team for excellent service and also the breakfast especially the cooked to order egg station as being fantastic.

Thank you for staying with us and look forward to seeing you again soon.

kind regards

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Reviewed October 16, 2012

I had the pleasure of staying at the Hilton East Midlands Airport for only one night earlier this month. As Hilton hotels go this is a nice hotel.

Reception and check in was efficient in my case but at times I saw very long queues at reception. Many people staying at the hotel were using it before or after a flight from the East Midlands airport as it has a large car park and the hotel offers a park stay and fly service, although the hotel is not on the airport. All parts of the hotel, reception, bar, restaurant, rooms, health club are in excellent condition and tastefully decorated. I had a very well equipped modern room on the fourth floor which appeared to have been recently refurbished. The bathroom was spotlessly clean and well equipped with bath and shower over the bath and the usual selection of shampoos and other toiletries.

There is a bar just off reception which is quite nice but was very expensive, even for a hotel bar. As there is no where else to go the bar was busy but there was always seats available. Breakfast was the usual buffet style but there was plenty of choice and the quality was good. I can’t say whether all this was good value as I was on a package paid for by work.

The hotel has a Living Well health club on site which has a very nice 15 meter pool which I managed to have to my self for an hour. All in all, no complaints about the East Midlands Airport hotel.

Room Tip: Try to get a room on the 4th floor, there are only 8 or 9 rooms on this floor and they are quite lar...
  • Stayed: October 2012, traveled on business
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Thank aTraveller67
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
managerEMA, Front Office Manager at Hilton East Midlands Airport, responded to this reviewResponded October 20, 2012

Dear Guest,

Thank you very much for posting such an eloquent review on trip advisor; this is very much appreciated.

We're also grateful to you for giving us a 5 star rating.

Thank you again for choosing to stay with us and look forward to welcoming you back soon.

kind regards

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Reviewed October 16, 2012

This hotel came as a package with airport parking, the cost was £78.00 for a one night stay for two and parking for eleven days. We were met by a very efficient booking clerk who lacked all signs of life! There was no warm greeting, no smile whatsoever, the paperwork etc was all done as quickly as possible, coldly, and with no advise as to where we could locate our room......perhaps she knew what was in store for us!
Perhaps we should have taken note of the Rat Trap on the very front of the hotel, and in full view of guests to get an inkling as to what was to come!
The room was located right at the end of the furthest corridor, and as we passed the Spa an overwhelming smell of chlorine hit us and lingered all the way to our room which overlooked the car park and dual carriageway which wasn't a problem as to noise levels as there was triple glazing.....this was the only good thing about the room. It hadn't been cleaned, there were cup marks over the bedside tables, dressing table and desk. The wall paper was hanging off the walls beside the bed and the carpet still had the remains of the last occupants (tissues stuffed under the bed!!!)
The bathroom wasn't much better, Broken tiles and fittings, red and dark green mould on the tiles all around the bath and shower and the toilet bowl was stained down the front and still had the fitting instructions stuck to its base! To top it off the sink unit and base was in need of a good clean. We decided to ask for another room after discovering that the bed linen was torn and heavily stained (see photographs) We were advised at the reception that there wasn't anyone available, at this time, for someone to look into our complaints so we decided to take an early supper in the Bar while we waited. This was a very expensive mistake, we only wish we had brought a few sandwiches with us, but we were hungry so ordered from the menus. A ten inch Pizza was £14.00 a warm chicken salad cost £16.00 with a glass of wine and a pint it came to £43.00. The food was well presented but they served very limited amounts, the salad had just two pieces of tomatoes and the Pizza wasn't cooked underneath....You may ask why we ate at the Hilton, its a case of being captured, I'm afraid, once you are in the car park and the hotel, it's a chore to get back through security and getting the pass authorised and verified, and with such unhelpful reception staff it's just not worth it. We paid our bar tab and waited for over ten minutes for someone to attend to our complaints, by now we were tired, a little less hungry and in no mood to take on the Ice Queen so we went back to our room. By ten o'clock no one had referred back to us about the room so we turned in. Whilst in the foyer, the next morning, awaiting the taxi to the airport we overheard other guests taking about the prices in the bar, amongst other things, one guest said that they had ordered a takeaway and was told to eat it outside on the patio another said that they had taken a taxi into the next village and had had the best pub supper and all for under £30.00 for the three of them and that included the taxi returns.
Was there any one member of staff that stood out, as to customer service......Yes, only one and he was the Taxi Driver from the Hilton. Excellent service, the best in customer service. He was extremely helpful, and a great credit to the Hilton.

Room Tip: Bring your own food!
  • Stayed: September 2012, traveled as a couple
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1  Thank busterandtilley
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
managerEMA, Front Office Manager at Hilton East Midlands Airport, responded to this reviewResponded October 20, 2012

Dear Guest,

Thank you for taking the time to give us your comments about your stay with us.

At the outset please accept my apologies that you experienced barriers that came in the way of enjoying your stay with us.

At Hilton we welcome all guest feedback because it enables us to improve our services and provides for us an external measure of guest expectation. We are committed to delivering the very best guest service and when things go wrong we have a journey ambassador on site in addition to a duty manager who is empowered to make it right for the guest.

I would be grateful if you could contact me directly so that we could receive some detail which will allow us to investigate more fully into these circumstances.

Thank you for choosing to stay with us and I look forward to hearing from you.

kind regards

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Reviewed October 16, 2012

Stayed here on 28th September. We booked through holidayextras.com & got 2 weeks parking plus a nights stay before our holiday for a bargain price of £73.50 this was for a triple room which was a large room with 2 double beds. When we arrived it was a very straight forward process for us to park our car & get checked in. We also benefited from the special rate for a 3 course dinner for only £12!!. Yes drinks were pricey but we knew this beforehand & as we were travelling the next morning we only had a couple. The shuttel service was very effiecinet both on taking us to the airport & collecting us on our return journey. Would I book again - absolutely I felt like our holiday had started a day early!

  • Stayed: September 2012, traveled with family
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Thank 190748JoF
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
managerEMA, Front Office Manager at Hilton East Midlands Airport, responded to this reviewResponded October 20, 2012

Dear Guest,

Thank you for taking the time to post your comments on trip advisor.

We are delighted that you have enjoyed your holiday and grateful for the 5 star rating you've given us.

Thank yo for choosing to stay with us and we look forward to welcoming you back again.

kind regards

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 East Midlands Airport

Address: Junction 24, M1, Derby Road, Castle Donington DE74 2YW, England
Phone Number:
Location: United Kingdom > England > Derbyshire > Castle Donington
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Restaurant Room Service Spa Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#2 Family Hotel in Castle Donington
#2 Luxury Hotel in Castle Donington
#4 Romantic Hotel in Castle Donington
#4 Business Hotel in Castle Donington
Price Range: $80 - $194 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Hilton East Midlands Airport 4*
Number of rooms: 152
Official Description (provided by the hotel):
IMPORTANT TRAVEL ADVICE: When travelling to the hotel and using a satnav, please search for the hotel name in the 'points of interest' or 'hotel search' section of your device. The reason is the hotel postcode covers such a large area that it can be imprecise on some devices. Please also note that if your satnav's maps are not up to date this can also cause misguidance, especially on tomtom devices. We strongly advise you to refer to our directions page on the hotel website ... more   less 
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Also Known As:
Hilton East Midlands Airport Hotel Castle Donington
Hilton Hotel Derby
Hilton Derby
Derby Hilton
Hilton East Midlands Airport Castle Donington, United Kingdom

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