The worst customer service I’ve ever encountered
Reviewed 22 September, 2021
What a shame the customer service is this bad! This hotel has all the potential to be brilliant, it’s in a good location, the rooms were a good size even though it was tired I could have forgiven that. What I can’t forgive is the fact we were left without a travel cot for our 12 month old. We checked in for a 2 night stay on Saturday afternoon, on check in I asked if there was a travel cot available and said if not I would send my husband to buy one. I was told one would be brought to the room. An hour later my husband went and asked again to be told we would just have to wait until it appeared in the room. After asking again and again being told to wait we decided to go for a walk and some tea, confident that while we were out a travel cot would be put in the room. We arrived back to the hotel at 8.30pm with 2 tired children and on my way through reception I decided to check that a travel cot had been put in the room. To be told it would now be morning when we got it would that be ok. Of course I replied with “not really as my baby needs somewhere to sleep!” She then said she would ask her manager and ring up to the room to let me know, almost 4 weeks later I’m still waiting for the phone call. At this point everyone was overly tired and we decided we’d have to just put the baby in bed with us. This was a disaster…he has never slept in bed with us so he just couldn’t sleep resulting in me being up with him from 1am! By 3.30pm the next day we still had no travel cot, were totally sick of the miserable customer service, both on reception and in the breakfast room and decided we couldn’t cope with another night of no sleep so booked another hotel and checked out a night early. We did tell reception who again didn’t seem overly bothered. A complaint by email has since gone into Hilton HQ with no response and also to the hotel who promised to refund the second nights accommodation….again this hasn’t materialised. I did hold off reviewing this hotel in the hope somebody would work to resolve the problem but that just hasn’t happened. Such a shame as we’d have used this hotel regularly but never again unless they change things drastically in the customer service side of things.
Not up to the Hilton Standard
Reviewed 20 September, 2021
Arrived tired and directly from the airport in need of a good night sleep. Check in quiet but no acknowledgement of my Hilton Diamond club status and no offer of upgrade. Arrived on the 3rd floor to an extremely tired and badly maintained room (319) . The room had a cracked bathroom sink, veneer badly peeling from bed headboard and some kind of tissue paper stuck to the wardrobe door. If I had not been so tired I would have walked. Hilton need to inspect this Property and rectify or divest , it is not consistent with the brand.
Very good hotel, great location
Reviewed 20 September, 2021
Stayed at the Hilton Paddington for one night in September 2021. Originally had booked a Terrace Room but received an email from the booking team saying that those rooms weren't available as they needed maintenance. Instead they offered an upgrade to a Queen Suite and with it access to the Executive Lounge.
Arrived at the hotel at 11:00 and went to drop cases in before heading out. Pleasingly they offered us a room there and then. We were on the 1st floor at the front of the hotel room. The room was huge with double height ceilings and windows, a separate lounge area with sofa, chairs, desk and TV and a separate wardrobe area too. I was a little concerned that road noise at the front might be an issue but this wasn't the case. The room was very quiet and sound proofed, even minimising the noise from the karaoke at a function the hotel was hosting!
Overall the rooms are smart and art deco in style. A little bit bashed about in places not nothing out of the ordinary
Bed was huge and very comfortable, bathroom had shower and separate (very powerful) shower.
The executive lounge was very quite generally. It is at the back of the hotel and its windows look out over the station concourse. During the day, there was tea, coffee, and cold soft drinks along with just limited food in terms of some fruit. No staff in the room other than restocking. They have happy our that we thought was 5-8 but seemed to start at 6.00. Wine, beer and some spirits, available along with some small food. Breakfast in the lounge was croissant, danish pastries and fruit. More than enough though.
Great location with a direct link into Paddington Station, up the escalator towards Starbucks in the station, and in to the back of the hotel by the bar. Its not obviously signed!
Would happily stay again
Reviewed 19 September, 2021
We came to this hotel for a mini break two weeks ago and generally liked the stay.
Overall it was clean and food at breakfast time was good, position of hotel was ideal for onward travel by tube or mainline travel to Windsor via Slough.
Would return to it again.
This is a Hilton?!
Reviewed 18 September, 2021
This is UNLIKE ANY Hilton I've ever stayed before. The ABSOLUTE WORST!
From the horrible and unfriendly restaurant service to the state of the rooms. Emergency exit lights on the floor in the hallways?! I guess we should be grateful they're plugged in.
In the "restaurant" the grilled cheese sandwiches were cold and inedible. It was shocking and I was embarrassed I had suggested this hotel to my co-travelers.
But the kicker was the party that this Hilton had incredulously allowed to be booked and go on until past midnight in the upper lobby area!!! The second time we went down to complain (nobody picked up the phone at the front desk) we were met by a guest from another floor who was also livid about the vibrating walls. The so-called night manager gave us the runaround. It was obvious he didn't know what he was doing or how to handle the situation. He offered to move us to a higher floor which we did not want to do at almost midnight. Why do WE have to move?! Grow a pair, take charge of the situation, tell the party to wrap it up and TAKE CARE OF YOUR GUESTS!!! What a complete nightmare this hotel is. Never again.