DoubleTree by Hilton London - Ealing — Hotel in London

Conrad Hilton would be rolling in his grave to find this hotel operating as it is.

Upon arrival was a large group of men, smoking, drinking and generally being loud and rambunctious at the hotel entry, attending a function that night. We received a lacklustre check in. The receptionist while polite was either not trained well, or just apathetic. While we 100% know what a pre-auth is, how they work etc, we explained we wouldn't be charging anything to the room so please leave our account locked. But apparently that is not doable and we "HAD" to have a pre-auth on the system. So be it, we won't argue knowing we'd get the auth cancelled on check out. We explained we had two reservations across multiple days and we'd like to be in the same room, however apparently we needed a pre-auth per reservation... After adamantly stating we weren't going to put down multiple pre-auths, the matter was dropped by reception. We were not offered to add breakfast onto our reservation, nor were we explained anything other than just being asked to confirm details. Upselling is usually something that happens in these corporate style hotels like IHG, Hilton etc. On the bright side, we received a fresh baked cookie, which was niche but welcome. Didn't give off the right impression, however both these issues could be easily dismissed, if the stay didn't get worse.

The cleanliness of my hotel room was a major concern. Despite the promising exterior and comfortable amenities, I was disappointed to find that the room was not up to the standard of cleanliness I expected. Stains/bits on the carpet, dust on surfaces, stain in bathroom, used toilet roll stuffed in a part near shower, an item left on the windowsill, fluff on bed, etc etc, (some pictures attached). It looked as if there was a half-hearted attempt and the covers were changed and someone went around with a wipe, but otherwise nothing else was done to clean. When I brought these issues to the attention of the staff, they were polite, but non apologetic and somewhat dismissive, which was disheartening. I was asked "how can we fix it?", rather than being offered what I then asked for, either someone to clean the room or a room swap to a clean room.

Upon reporting the cleanliness issues, the staff dismissed me, despite showing photos all I got was "ah, umm, oh" rather than "we apologise, that isn't acceptable, let's fix this" etc. The manager was called whom came up to the room and within 5 seconds said "clearly the room hasn't been cleaned properly".

She was attentive and professional, she checked the room next door to ensure it was clean (it was) and we moved across. Otherwise no apology. It should be noted we were offered free breakfast for one day, but the next day there was no record of the offer, so we didn't get breakfast.

All could be forgiven if it wasn't for the endless noise. I've stayed at quieter hotels in Leicester Square. The first night's function, (baring in mind I was 4 floors above) was so loud with music and the bass caused the room to vibrate. I was reassured that it was just that night and there was no other functions booked in, but otherwise nothing could be done. The room windows are not tightly closed, leading to road noise coming through the windows. Constant traffic noise all night, sirens, people shouting. Issue dismissed. If you're on the opposite side of the building, you will have a good night's sleep (based on other reviews), but on the road side, it's nigh impossible to have a good night's sleep.

I did not dine at the hotel restaurant during my stay.

Other than a slight issue that the supervisor/bar manager had to stop the two men on the bar talking, to serve us, it was flawless.

In summary, while the Doubletree hotel showed promise, the lack of cleanliness, various issues and the dismissive response led to a woeful stay. Greater attention to detail and a proactive approach to addressing guest concerns is needed. Until things change, I IMPLORE YOU, DO NOT BOOK HERE, but if you do, request not to be on...

DISGUSTING, NASTY🤢, ODORS 🦨, UNTRAINED staff, BROKEN, URINE & more...... 1) Elevator broken 2) only working elevator interior nasty/dirty/sticky walls-handles-floor, visible shaft, smells of urine🤮3)"so called UPGRADED" to a MUSKY, SMELLY,🥵, King size on the never ending "dungeon" 3rd stanky 🦨 floor. HOWEVER, thanks FRONT DESK, for (my request ) "DOWNGRADING" me to a queen on the 1st floor, close to the elevator, it DOESN'T STINK. Room is clean yet small BUT better. Helps my physically challenged condition. 4)Mathias REQUIRES training of USA/UK HANDICAP PLACARDS/PERMIT PARKING (if theres still a charge $$) on Hilton property. I've been to various locations that DIDN'T CHARGE.5) FRONT DESK employee needs TRAINING in COMMUNICATING w guests in an understandable language (English). 6) Hilton REQUIRES SIGNs that CLEARLY DESIGNATE the FRONT ENTRY of the hotel. Besides myself n another family of guests, we COULDN'T locate the CHECK IN ENTRY. LUGGING luggage around the perimeter of the building is tiresome. 7) HOW can a GUEST muster up an appetite (for breakfast) w such a SMELLY, DIRTY, unclean ENVIRONMENT. 8) I GREATLY REGRET BOOKING my 3 NIGHT STAY @ this LOCATION. Unfortunately, I was TOO TIRED to REBOOK at a REAL HILTON HOTEL 🏨. It SUX driving into UNEXPECTED DISGUST. Drove 3+hrs from an EXCELLENT 3 nite stay @ Cardiff Hilton to a NASTY DOUBLE "POOP smelling"TREE-Ealing. Before that, drove 8+hrs from a GREAT STAY @ Holiday Inn Express-Edinburgh Airport to Cardiff. The QUALITY in HOSPITALITY/SERVICE is UNDENIABLE. Metaphorically speaking, I went from THE WHITE HOUSE (USA) to the OUTHOUSE (UK- loo). I was DOWNGRADED from being a DIAMOND 💎 HONORS member to a CUBIC ZIRCONIUM !! LASTLY, I DIDN'T get my WELCOME COOKIE when i checked IN. Received it when i returned later in the evening. I sincerely believe that MANAGEMENT ( Mathias, Audrey, Dapesh or Issam Abbid) REQUIRES additional training or employment in a different industry besides HOSPITALITY. THANKS. UPDATE:Upon CHECK OUT, told da FRONT DESK dat da bathroom door handle is broken/falling OFF & dat da room needs to b EXTERMINATED for SMALL MOTHS. Woke up in da middle of da night to moths/bugs🐝 flying around my FACE/SIDE bed light. Ain't dat some sheep sheet !! ALSO, da ONLY good thing bout dis place is da Breakfast STAFF. Mija & da others made my breakfast enjoyable. AS TO MANAGEMENT "NOT UNDERSTANDING" my concerns, it's SIMPLE. FIRST n foremost, ACCOUNTABILITY & follow UP w corrective measures. Why WASTE my time explaining da issues, when they r already known ? SECONDLY, once da BRIDGE 🌉 of research is crossed, da SHORES of COMPLETE REFUND r reached. Da TRUTH...

Good Location that is located close for the Underground (about 10min walk) or from the A406 North Cir Road. A Sainsburys Local is located next the Tube Station and also opposite is a garage for fuel.As for the hotel, the rooms are small and if you are planning on spending some time in your room and there are two of you, you better know your fellow sleeping partner well. However it had all what I needed. Coffee machine (POD type) and bottled water was provided. Not much hanging space, if you are staying 4+nights, you might need to upgrade your room to the next level. Bathrooms are SMALL, and would say smaller than Travelodge ones (new build). Air con in my room worked, but not to USA standards, and would have had to have it on over night to keep the room cool (outside temp was 24 during day and about 18 at night). Car parking is available, but at 14.50, it is expensive for nthis part of London. I notice that after 1800 you can park on the road opposite the hotel. The bar and restaurant was busy, and some people seem to be local, which I found reassuring for a hotel.Service from reception did not blow me away. It was more a "sign the booking sheet, leave a £50.00 deposit, and here is your key." As for someone that had not stayed at thnis hotel before, some more open questions like the arrangements for car parking, or even where the lifts were, would have been welcomed. It was no more than 3/5 for service.One lift was out of order. The reason it was not a 2/5 was because the receptionist DID NOT read out aloud my room number. Something that I detest. Especially when you are travelling alone. No hotel should read your room number out in reception, but should point to it on your card accordingly. Also, when I asked for a copy of my room key as I had left mine in the room, there were no additional security checks made. I just said my room number and was provided another two keys. You would not give your house keys to a stranger in the street, so why give out a room key without...