Hilton Garden Inn Silverstone — Hotel in Great Britain

Following an initial mistake with dates on my part, a glitch in your website, (which also kept defaulting my regions to USA), defaulted me to immediate payment with no cancellation option, I immediately called the phone number for the hotel and the woman was very polite but said she couldn't help me change the dates or cancel and I would need to contact Cristina, the supervisor, I did this via email and photo's and detailed explanation 6 days ago but have received no reply or call. Not good! I was forced to rebook the correct dates and pay again, this time the system allowed me to choose payment option, (I would never choose a no cancellation option, who would?) We had our stay on 7th - 9th October. We found it difficult trying to find our way in to the carpark as there were barriers everywhere and ended up driving around for a while trying to find a way in. I was expecting to see disabled parking near the entrance which is standard for all hotels, especially expensive ones! No such luck. We checked in fine, desk staff very polite, booked breakfast as this option was given when booking made. When getting out the lift on the second floor I trod in chewing gum just outside the lift, was dismayed that this gum was still stuck to the floor 2 days later when we checked out, so clearly the floors are not hoovered regularly. The room was lovely, balcony great, although panel on balcony to next room was locked open which I thought odd as we hadn't booked adjoining rooms. It felt like we were sharing a balcony with the next room. I bit disappointed to see an access panel grill in the ceiling had been wedged up with cardboard on one side which kept dropping down every time we opened the door. Pretty poor for a new hotel! Breakfast was lovely, plenty of choice. On the last day when going into the dining area, the area where you walk past the bar a man was hoovering and had the hoover plugged in to a socket to the right and was hoovering around the bar on the left, therefore, the cable was stretched right across the walkway with a large tangle in it. Just as I stepped over it with my crutches, (as I have walking issues), he moved the hoover further away which tightened the cable, pulling it up and my foot caught in the cable! I would have gone flying if my husband hadn't grabbed me! The tables were not cleared very quickly as we had to sit at a table with someone else's dirty breakfast plates, I would have thought the guy hoovering would have been better placed helping with breakfast rather than hoovering during service! The final nail in the coffin for me was that on Saturday morning, after we had been to my husbands drive experience, we returned to the car park, (if you can call it a car park, it was just a large patch of gravel), only to be told my a man in a high vis jacket that the car park was closed as it was due to be resurfaced!! I said I was disabled and couldn't walk far but he said there was nothing he could do, he did radio someone to see if we could park outside the hotel, but his message came back with no. I was extremely upset that we had to walk from a further back car park, which was now full so we had to park at the back of it. We were parked nearer to the museum than the hotel! To make matters worse, buy the time we left on Sunday lunchtime, nothing had happened in the carpark, not even any machines or materials had arrived! I will only ever book hotel's with a carpark due to being disabled. At no time were we told the car park would be closed, if I knew this, I would never have booked here. I feel the hotel was opened before completely ready. Needless to say, I would not recommend the hotel nor would I stay there again. What I would like is my money refunded for the...

We have stayed in this hotel many times since it opened, however our most recent experience was awful. When it opened, the “temporary” car park was just gravel and mud. Given that it is now five months later, one would expect the “temporary” car park to be sorted, but no. The car park is still gravel and mud, and has chains along the path so there is no choice but to drag any suitcases across the gravel and mud to the end of the path. The disabled door access has also been broken since earlier this year. Despite having stayed there multiple times, I have not once seen the Starbucks downstairs open. The rooms are basic and overpriced. Lastly, the restaurant. One of our party ordered bread and a tomato dip. In previous nights the dip has been hot, and on this occasion it was stone cold. The bread was burnt and only the centre parts could be eaten. When we were asked how the starter was, we told them and got a “Oh sorry about that.” The pizza for the main was also burnt and one of the party could only eat half of the centre part. The broccoli was also so overdone it disintegrated when trying to pick it up on the fork. How professional chefs can think it is acceptable to serve this food is beyond me. It took 40 minutes from “finishing” the food, for anyone to come over and see if we had finished/ wanted anything else. We mentioned everything that was wrong with the meal and service, and they handed us a bill for the full amount. When we complained to the manager, who was particularly officious, she gave a £5 discount, which was frankly insulting. She asked if I had informed the staff about this, to which I said yes and re-explained all the issues. When I complained further, she said she was only able to offer a 10% discount on food. 5 minutes later, she took the pizza off the bill too. She was glued to the bar the entire night and did not help the 4 members of staff in the restaurant at all, despite how much they were struggling and how many complaints they were getting (eg. one table walked out because they waited so long for the bill, another table was served pink chicken, the same table were served the wrong drinks). The food piles up at the side of the kitchen and no matter how many times the chefs call service, no one goes over. I understand that it is difficult when the restaurant is busy and under-staffed, but inefficiency is not an excuse for poor service, particularly when charging a lot for food and drinks. The next morning, we went for breakfast, which wasn’t included in the room stay. In any other hotel I have ever stayed at, we pay for a meal after finishing it. Not the Hilton - we were asked for payment BEFORE stepping foot in the restaurant. We refused and were met with a “Well I wasn’t going to stop you going in.” I will add that we have since stayed in other hotels and told them about this at breakfast and they were horrified. The staff at breakfast in the Hilton said it was too difficult to keep track of everyone in the restaurant - there were 6 people in the restaurant when we arrived and ten when we left. This was easily one of the worst stays I have ever had in a hotel. There are many other hotels in the area which are better value for money and offer far better service. I would prefer to commute double the distance than stay here again. Who knows how the hotel will cope over the GP weekend. I sincerely hope management take this feedback into...

I booked a night for my son and his girlfriend, for my son's birthday. |They both enjoyed it very much. |They checked in with no problems at all, and absolutely loved the room with the track view, that I had booked for them. |They watched people enjoying driving experiences in lots of different types of cars on the track, and loved it. |They had an evening meal in the restaurant and they both said the food was amazing. |A good night's sleep and then back down for breakfast the next morning, which they both said was fantastic, with lots of choices. |They were well looked after and my son said it's a birthday that can never be topped. ||The reason for my 4 stars instead of 5 is simply because of the birthday package. |A few days before they were due to go, I received an email asking if I wanted to add a birthday package. |As I had booked this for my son's birthday it sounded like a good idea but it didn't actually say what exactly it was. |It just said "would you like to add the birthday package for £15" and an option for ticking yes or just ignore for no. |No other information! |I looked on the website but there was no info there either, so I downloaded the app and still no info. I rang the hotel but no one answered so I logged on my work pc and chose to ask in live chat, but that was just a computer and not an actual person so no info there either. |I googled it and still didn't find anything and I also checked trip-advisor, yet still no information at all. |I decided to keep calling the hotel and eventually someone answered. |They explained that there were 2 packages available (the email did not state this) and that one was for birthday banners in the room, a birthday card and truffles and the other was the same but with alcohol too. |My son doesn't drink so I chose the 1st package which was advertised in the email for £15. |It was 2 small birthday banners, a card and some Lindt chocolate (not truffles). |My son loved it and sent photos to me thanking me but when I checked the bill after they left, I was in fact charged £20 for the birthday package. |I know it's not a big difference but I think people should be aware that they might be charged more than advertised, and it may not be worth it to some. |They both enjoyed their stay, but I wanted to write the review for anyone else who might be searching the internet for info about the birthday package, and the actual price. |Had it not been for the lack of info and the deception in price I would have given...