DoubleTree by Hilton London - Hyde Park — Hotel in London

This hotel and its staff is an absolute disgrace to the Hilton brand. During my first night, the fire alarm started going off just around midnight. I immediately rushed downstairs where the receptionist told me and a handful of other people who had come down that there was no fire, that they just couldn’t figure out how to reset the alarm and that we could just go back to our rooms. The fire alarm proceeded to go off for 1 hr until 1am at which point I decided to go back down as I was getting pretty worried and fearing for my safety. When I went down I saw many more people had come to the lobby, and I immediately went to the receptionist and a manager who had come down to ask what is going on. To clarify, they had not made an announcement or let any of the 100+ people who were waiting there know what was happening. I then asked why they hadn’t called the fire department as our safety was at risk and we were paying customers who deserved to sleep in a safe environment without fearing the building might burn down in the middle of the night. At this point the manager barked at me condescendingly basically telling me to get over it and that this is a building and these types of things happened. A few more guests jumped in at this point demanding that they call the fire department (note this was 1.5 hrs after the alarm initially started going off) as it was unsafe for them to tell us they had checked on their own, that there was no fire, and that they couldn’t figure out how to disable the alarm- instead of actual professionals. One of the guests even told the manager this exact scenario had happened two weeks prior during his stay! Oh and to top it off, the fire alarm went off the next morning again at 9:45am! (video attached with time stamp).

The issue is not that this happened, as fire alarms do go off on occasion. The issue is how it was handled, so unprofessionally and condescendingly, by both the frontline staff and the management. Just goes to show how much they value and respect their paying customers.

Also aside from this incident, the rooms are small, impractical and the hallways and common areas are stuffy and smell bad. The towels are extremely poor quality-there are tiny fabric particles that come off on your skin and it irritated my eyes during my entire stay. As others have mentioned the walls and doors have no sound proofing, you can hear quite literally everything. My shower did not drain properly (pic attached) and I had to limit my shower time so the tub wouldn’t overflow. The floors are very dirty, as if they haven’t been mopped in ages. My allergies were acting up the whole time due to the dust particles.

The managerial staff wants to seem attentive by replying to these reviews but when I went to try to talk to them no one was available. The receptionist took down my email and I never heard back. I was charged for a two night hotel stay where I couldn’t sleep and had allergies and red eyes the whole time due to the poor hygiene. There are many hotel options in London to choose from on your next trip, I wouldn’t put this one at the top...

Unfortunately, this was the most horrible hotel experience I ever had in my life... First room I was in had a funny severs smell coming from the bathroom - like dirty socks. Every time I went to the bathroom I wanted to vomit... But it was really late, so I just closed it and hoped for the best to survive the night. Now the worst part starts - the whole hotel (except balcony rooms) has modern full-glass windows which you cannot open! And only if there was central AC, but it's not really "central" - the AC block is located below the window and all it does is get air from the floor of the room and releases it upwards - that means you cannot get fresh air into your room! All the ventilation is done with small holes on top of the window. I'm a geek so I had a weather-station with me - and it shown CO2 levels nearing 1800ppm at night (the air is so stuffed like you're in a meeting room with 10 people after 5 hours and everyone has red faces). My throat became soar and I couldn't sleep until 6am then the body gave up.. In the morning I've notified the reception about problem and they've said their usual "yes we are aware the AC is on maintanece etc" - everything you can read in all other reviews here. And as a solution they've upgraded my room to a higher floor and park view. It was better, even acceptable at first - the bathroom didn't smell at all at first, and the CO2 levels during the night didn't raise over 1100ppm (which is not good, but acceptable), probably it was better because I could open the bathroom and the natural ventilation was a bit better. But after two nights the situation was getting worse - bathroom started to smell (altho not as hardcore as before), and the AC wasn't really cooling the room. By that I mean at night outside was 19 degrees, but the room was 23 with AC turned on to the coolest level! And in the morning when the sun came out it became 29 inside the room... It's not even cooling - it's heating up! I was sweating all night, and my hair was all wet like after sauna. At 5am I couldn't stand it anymore and booked another hotel, which was twice cheeper (DoubleTree is 240usd per night for that nightmare!), and moved there. On the reception I told the situation - and they were like always "yes, we are aware - the AC problem is in the whole building" - but when I said that I don't want to stay in this suffocating sauna anymore and asked for a refund for the rest of my stay - they told the booking was non-refundable and advised to go to my operator through which I was booking it. They did checked me out tho, so I lost my breakfast too. Summary: if you love to sleep with closed windows and 24 degrees and the weather outside is not superhot - then you would probably like this hotel. But if you're like me - like your bedroom fresh and cold - then it's a no go. I was suffering the whole week and just counted hours until the morning so I can get...

There are two things that tell you everything you need to know about Hilton Double-Tree and it seems to be a consistent theme of the Hilton Brand. One of the two lifts did not work for the whole stay. It had a wet floor sign propped up against the door to it in the lobby. Then the toilet seat was the wrong size for the toilet. These might seem unrelated, but bare with me a moment while I explain. The lift not working for a few days might sound like a minor inconvenience but it shows how poorly the hotel is run. The fact that it caused a slight inconvenience to every single guest who had to queue up to get to or from their room and yet they could not be bothered to even print an out of order form is the type of thing to be expected at double tree. The toilet seat thing is strange. Maybe someone made a mistake and ordered the wrong one. The fact that the management of the hotel thought, “that will do”. Let’s just have a toilet with a miss matched toilet seat in our guest rooms is a clear sign that the leadership of the hotel don’t care. If they cared this sort of detail would not be missed. Once you realise that the leadership don’t care about these sorts of details, then you can understand why no one cares about any detail big or small at any level of the hotel staff. I am allergic the feather bedding. It’s not common but I know it’s also not uncommon. Lots of people have the same issue. I have a three step program to make sure a hotel knows about my issue and can either remove feather bedding from my room or put me in a room without feather bedding. I notify the hotel when I make the booking, call the hotel on the day of arrival, then ask them to check during check in. This is a really simple detail to check, however, once you see the lack of care and attention to the most basic of customer comfort like a working lift and a toilet seat you can understand why no one at the hotel cared about caring about my feather allergy. Of course the room was full of feather bedding. No one cared or had ever had any intention of doing anything about it at all. If the hotel leadership have shown that they don’t care about getting a broken lift working why should anyone care about risking a guests health by checking for feathers in the room. I am certain the Hilton will not care about this review anymore than they care for their own hotels. Maybe there is a type of guest that does not care about these sorts of details. Who is happy to pay a premium price to stay in a convenient location and they don’t notice the lack of care or even duty of care required by law. Please don’t stay in this terrible hotel. There are far nicer and cheaper hotels in the world who work hard to make themselves as great as possible. Hilton don’t care about their hotels, their staff and certainly not...