DoubleTree by Hilton London Angel Kings Cross — Hotel in London

Somewhat disappointed. Room OK, staff friendly but not accommodating/confused about what to do. I would say not worth the money charged.

PROS: Clean, friendly staff, quick check-in, Decent Location CONS: Unable make accommodation request, Poor management/coordination between staff departments causing overcharging, stay overall not worth for price

Not exactly what I have come to expect from Hilton properties. Booked a Suite with 3 people (1 King and a sofabed). The staff is extremely nice and welcoming. The public areas are clean, modern, and inviting. Check in was smooth and the front desk staff was nice enough to orient us to the property and features. There was one snafu that they did not give us the access to the executive lounge as a suite holder but that was quickly fixed once we asked.

Upon getting to the room, it is comparable to other Hilton properties. We did find a shopping bag and a poster behind the sofa that was from the previous stay. For a room listed as able to accommodate 3 people is essentially not true. While the sofabed does fold out with a mattress we could not find any linen for the sofabed. we did request that evening for linen to be delivered to the room while we were out for dinner. However, when we arrived, the linen was not delivered. I had to personally go down to the front desk get them to open the hotel linen closet and get them pretty much myself. They stated that the hotel does not have additional comforters/blankets, only linen and towels. Unfortunately, by the time we were having this conversation it was 11pm and only had the night watchman and the one front desk, so no one from housekeeping. That night I had to sleep in my winter coat due to not having any sort of blanket for again, a room booked for 3 people.

Upon the next morning, as suite we were going down to have breakfast in the executive lounge however, the Food and Beverage team asked for our room number and directed us to the buffet advising to grab the food there and then go to the lounge...We were charged full price as suite holders. Luckily we checked our bill on checkout and had it removed as what I explained that after we told them that we were attempting to go to the lounge that we were directed by hotel staff to go to the buffet instead--we were under the impression that was the procedure for the lounge breakfast. We did identify ourselves as suite guests and were looking for the complimentary executive breakfast but were still charged. I can understand if we were requesting for the buffet which is normally not included, but we specifically asked about the suite breakfast that comes with having a suite. With that being said, the hotel did remove the charges upon questioning. However, be very clear if you are booking a suite that you do not use the buffet. They even asked for our room number, I would hope the hotel staff would know its suite numbers and direct them to the correct areas or clarify that if we ate at the buffet additional charges would occur.

After breakfast and on the way to explore London, we requested to have a blanket and or comforter to be delivered to the room as it was not delivered the night before and it was extremely uncomfortable. They did take a note. And after coming back from the day there was a duvet but there was no insert to it. I ended up having to wear my thermal underwear for the evening as it was the third time we have requested for a blanket and that point I just accepted my fate.

Overall, this Hilton property has a good location, only a few minutes walk off the national line, however there is a good deal to be desired. I cannot understand the difficulty with something like additional blanket request. I can understand if there was something like trying to fit more than was allowed. However this was a suite that says it accommodates 3 people but reality does not. I really enjoy Hilton Brand and this gives me pause about booking future Hilton Properties...

This place has great potential. It’s not exactly a 4-star hotel experience, but more of a 3. I read some of the reviews on here before making the decision to post this review. I do see a pattern: great location, only 2 towels for a room for 3 people, no water (as such if the case in our room) and the key wasn’t working and took several attempts to open our room (an indicator that the door’s battery may be low, as someone else mentioned? ). However, the thing that I can’t get over is how floor 1 smells of weed. I’m not talking just a few steps, but the entire floor! I first smelled it on arrival, but I didn’t think much of it. We went out to dinner at 7pm and returns by 10pm and the odour had gotten worse. You know it’s bad when your 8-year old child says: “Mommy, it smells really bad in our room, but not as bad as in the corridor!” I don’t know if there’s a drug dealer living in this building or if perhaps the staff spend their breaks getting high. Whichever it is, the 1st floor could really do with a thorough cleaning if you ask me! It’s now close to 11pm and the fact that I’m sitting here writing this review simply because my 8-year old can’t sleep due to the bad smell is a bit pathetic, don’t you think? My family and I came here for a 1-night stay as we move away to a different country (and yes, I’m a local Islington resident) and this experience has simply just added to my stress level. Hilton, please step up your game or start seeing your rating decline! My next fear is now the bed bug situation that I saw other reviews comment about!

Update: I have contacted the front desk to discuss the situation and similar to the other reviews on here, the staff simply don’t care about their customers! I explained to the front desk how our daughter had a difficult time falling asleep due to the bad smell and how we’ve had to turn on the fan to try to breath better. The answer I’ve gotten is that it’s “cleaning product”? They must be high for sure! I’m middle-aged woman and know the difference between cleaning product scent or weed. Also, if it their cleaning product is this pungent, surely, it’s a health hazard to expose guests to heavy chemicals! The worst part now is that they decided to call my room at close to 11:30p after I had told them that our daughter had finally fallen asleep. The only solution being offered is to move rooms at 11:30pm. Are you kidding me?!!! My kid is finally sleeping after struggling to fall sleep due to this bad smell and you now want me to wake her up to move rooms? No! What I really now want is an apology and a £188 per night rate (now being advertised) as opposed to the £245 rate that we are paying for a room and hallway that smells...

Edited Review: when you see a negative review of this hotel chain, you may note a rapid reply from the hotel "wanting to make it right"... This is near identical to the words only approach to their response to the issues noted in the original review. Providing my contact information to the hotel has resulted in Zero response from them. Summary, at this point, it would appear the online reply is at best an optics ploy. Sad.

This is only the first or second negative review I have posted on Google in years.... So where to start? First impressions, upon check-in there were "computer issues" while we awaited for room to be prepped. We were neither early nor late for arrival but the wait in lounge was pleasant. When we got to the room, it was stuffy and smelled "off". The air conditioning was faulty, the exhaust fan in the bathroom was non-functional. The refrigerator contained the last guests remnants and there was no directory for an unlabelled phone. Unable to reach anyone on the phone, went down to express our concerns. "All will be resolved, thanks for bringing these concerns to our attention". So over 5 days and 4 nights which issues were resolved? Never in 5 days was there any soap for the shower. Daily requests were unresponded to (we did receive a handful of individual bottles on day 3) On day 2 I finally placed the old food into the hallway where it sat for half a day. On the 3rd evening the AC was functioning. The evening temp flux from 18c to 27c was resolved for our final 2 days. Despite 2 visits and photographs by management of the "telephone", still not fixed at departure. Five days of 4 people in a room with no bathroom exhaust... Steamy and smelly is overly polite. Despite repetitive staff exholtations of "this shall be repaired promptly", nothing done over 5 days. Finally, on our 4th and final night our room totally lost power for 1/2 hour, so we were able to get up and have a visit from management who again explained how unacceptable this was, took pictures of phone. The offer of "a free drink in the lounge" while power restored rang a bit hollow at this point as my children were already in bed... Tremendously under impressed with the absence of action on the Hotels part. No idea where the problem lies, staff were polite and understanding in manner but somewhere the transition to action was entirely broken. Would expect way better from a major...