DoubleTree by Hilton London Greenwich — Hotel in London

Sorry to say our experience in your hotel for our wedding was not great. The only highlight was a young lady behind the bar who was lovely.

Upon initially making the booking for a wedding party we were under the impression we had paid in full for the room and due to planning a wedding we didn’t double check but it was verbally confirmed so we continued on that assumption. We then arrived at the hotel to discover apparently we had not paid at all. Because it was done via an old card no longer in use due to a fraud scam we could not access the bank statement to find it. So we paid Jeremy was patient and polite. We will be going to bank the find out and we will be taking it further if this is the case.

Secondly, when going up to our room dirty breakfast plates were in the hall way the entirety of our first day staying and we had even pointed them out to a member of your team to which nothing was done until hours later this again happened the following day to the point I moved the plates myself as my wedding guests were arriving in the hotel to get ready.

Our other guests who booked a double room were not happy with the size of the room. I’ve had bigger single rooms in the premier inn for a lot less money. So we discussed with the front desk who were not best pleased by our complaint as we said the pictures on the website show the rooms to be a lot larger and they looked like bigger beds but I accepted that it could be perception. He rudely responded “well obviously they chose the best pictures for marketing purposes and that’s all we have” now I have my own business in hospitality and was very shocked by his rude and loud response. After some persistence from myself we were finally offered to look at an alternative room which they knew to be a lot larger than the one we currently had… it was not however it was bare able and the lack of care was obvious, so we exchanged room for my other guests. The gentleman then tried to defend his attitude and stated it is a repurposed building so it’s not easy to position the furniture adequately in every room. Well… their initial room most certainly is smaller than any single room I’ve staying at in cheaper facilities.

The bed in our suite was not comfortable, and again the images on the suites online included baths and couches and more applicable to a wedding party which is why we chose this hotel but we did not complain further due to the unnecessary confrontation we had earlier.

I am also concern over some health and safety issues relating to the window in that room and the width it opens.

Whilst waiting for the wedding car to arrive I asked for a chair to be given to my elderly grandmother to no avail she did not record one until I went and took one from the reception area myself.

Finally I was outraged and disgusted to later see on your own website the room I stayed in was cheaper had I booked online and not through one of your reservation team even with a discount for being recommended by the Tudor Barn!

Unfortunately you have a beautiful building but I doubt I or my family and friends would choose...

Summary: A Hilton Garden Inn / Hampton Inn grade offering that wants to sell itself as a DoubleTree. For nearly 200GBP/night I think there's much, much better around.

Loyalty: Pretty much there's ZERO acknowledgement of status, and what should be offered by this specific Hilton brand, first time in a while seeing this, as a Diamond for nearly 10 years.

1. arrived in the morning around 10am and was immediately told that I'm too early for check-in and it started at 3pm: Diamond can get early check in if there's rooms available - no reasons given such as "fully booked" the night before for the room cat (however there was plenty of room stock the night before and night after for most categories including mine, I checked) fair enough
2. no acknowledgement of status, was offered to do check in paperwork then and there and asked for a mobile number to be notified once the room was ready. Left the luggage with concierge.
3. Went out for the day
4. 4pm get back - ask if room is ready as we still received no message, room was ready for a while but nobody reached out as promised sigh, we were tired after travelling and reaching in the morning, would've been nice to get some rest as soon as room was ready
5. No room upgrade or better something at all - which I found disappointing considering I had carefully checked room stock for the night before as well as for the stay period just the evening before.
6. I was leaving late in the evening on a flight the day of checkout so I asked for a bit later checkout - see if at least this they could honour, considering no early check in or room upgrade. After some convincing they said max until 2pm. I took it, although in most DoubleTree/Hilton hotels the standard is for late checkout up to 4pm, and sometime later. few nights later
7. Day of checkout, come back to the hotel at 1pm, wait for the lift to arrive (it was being used to move stock of bar bottles), go up to the room, card keys (issued AFTER the confirmation of the late check out) don't work - wait for the lift some more time .. go down .. ask for the keys to be extended won't be coming again

Building: newly renovated 80+yr old building, nicely decorated common areas and rooms. However only 2 lifts I could see, which also seem to be shared by the staff (no service lift it seems), so it can be a bit of wait some time.

Rooms: Small and tight, at least the Queen Standard Room. Wouldn't have expected so tight outside of central London. However well appointed, including the bathroom (only shower). However on the 7th floor the water pressure was very low for showering. No minibar/fridge. No practical desk+chair to work from.

F&B: Nice breakfast overall, but it's closer to a Hampton Inn or Hilton Garden Inn than a .. DoubleTree. Food quality was on the low side, sausages were awful. Didn't try the restaurant, it's not always open … However had a good experience at the bar, where they also offer some of all the restaurant menu for a bite. Staff is professional, nice...

Check in was very poor as check in time was 3pm and I was asked to sit in the bar waiting for the room to be prepared. At 5pm still no room available and I was then offered 2 drinks which I thought would be complementary but I was asked to pay £7.50 for 2 Diet Cokes. That’s hospitality for you. Went to the room on the 8th floor and notice the bedroom door was damaged and didn’t close properly. Next I tried to use the safe which was broken so I called reception and a member of the front desk came up and couldn’t fix it as it needed new batteries. He then sent an engineer to my room to replace the batteries. After the engineer left I tried the safe and it still would not open so asked the engineer to return to my room. I then used a key to reset it and it worked. That was a total waste of 45 minutes.|Nice large tv and the bed is very comfortable with plugs next to the bed to charge my iPhone. |The air conditioning was excellent and the bathroom very modern in design. The shower water pressure however was excellent especially for a rain fall design. Lighting was excellent in the room and bathroom and it also has a nice shaving mirror.||The restaurant manager and staff are very professional and friendly.|Breakfast was very good and the quality of the food was of a very high standard and they even have a fresh orange juice machine which is rare these days as most hotels have removed them due to costs and replaced them with cheap orange juice from a carton. |It’s impressive this hotel decided to keep this and hopefully they won’t do what other hotels have done and remove it.|The hotel offers the best breakfast in any hotel in London in my experience and even including hotel’s in the USA like Los Angeles, New York & Las Vegas. |The only issue with the restaurant is you have to walk down a long spiral staircase but if you’re disabled there is an elevator (Lift) in the corner of the restaurant.|This is in general a nice property but poorly managed as even one elevator out of the two were taken up and being used as a service elevator for bed line which was being transported from floor to floor in a large basket on wheels.|My main disappointment was all the wasted time and the issues that needed to be fixed in my room.|Before renting out the room everything should be checked but sadly they don’t appear to have enough staff to achieve that which is understandable as the room rate was very low for a London hotel.|On a positive note the restaurant is very well managed and the hotel needs to attain that level and hopefully they will do this in the future as I would like to stay at the property in the future. I would then give the hotel a 5...