Hampton by Hilton London Waterloo — Hotel in London

Before booking this accommodation I did a lot of browsing and reading of reviews. The overwhelmingly positive reviews convinced me to choose Hampton Waterloo for 4 nights in mid February. It might have been that we were extremely unlucky with the circumstances, and that's why we had such a bad experience.

TLDR: While affordable given its location, this hotel did not offer us clean accommodation, we were not satisfied with the quality of the breakfast, and the communication with the staff did not offer any solutions.

I'll start with the positives: the room size was very good (compared to what you'd normally get in London) the location of the hotel is great, with few different bus routes nearby, as well as walking distance to some central areas mattress was firm but both me and my partner slept comfortably

Negatives: upon arrival we were given a room that was not cleaned. It was a disabled access room which we did not need and it was a surprise to me - there was no mention of this when I got the booking confirmed through Booking.com app. This lead me to think that because we had huge train delay and arrived past midnight, we were given the last (uncleaned and unprepared room). When we addressed this with the staff and asked for a different and clean room, they said they were fully booked and there's no other rooms available, and they can only send the cleaning service the next morning. To be specific - there were trimmed hairs (a whole pile of them) on the ground in front of the mirror in the corridor, also some leftover hairs in the sheets (even though the bed was actually made ?!), and the shower tiles and the grouting was dirty and disgusting. Later, when we actually used the shower, the warm water melted whatever disgusting filth was in the gaps between the tiles, and some orange-yellow moldy pieces started coming off. Thank God we had slippers for in the shower. In order to at least be able to sleep there the first night, the receptionist brought some sheets and we helped her refresh the bed linen. The next morning they cleaned the room.

staff was always nice, but in terms of results very unhelpful - for two days in a row we asked for the Do not disturb sign you hang at the door. The receptionists would write this down, tell us that the cleaning staff will leave it in our room. That never happened so we just gave up asking a third time. When I mentioned the filthy old shower and tiles, I received a sorry and a shrug and it was once again written down on a blank piece of paper, only to be ignored later. We realize the staff can't do miracles, but bathroom and shower in a condition like that is unacceptable and they are the face of that hotel, and the only ones I can address that to.

buffet breakfast - very poor choice of fresh vegetables and fruit, rotten (literally falling apart) cucumber slices, plastic tomatoes, stale bread, extremely dry and overcooked scrambled eggs, orange "juice" that clearly tastes like chemicals but also has pulp (?!!!), tater tots which I cannot describe better than "They taste greasy and cheap". Yes, I have high standards when it comes to food, but when you're going to offer a basic choice you better make sure those are perfectly cooked/prepared and delicious. It is those simple details such as the (lack of) freshness of the two types of vegetables that speaks for the overall quality of the food.

the general spaces, including buffet area, and also the hotel room (at least ours) are very worn and outdated. This place needs some urgent refurbishment.

While I understand that London is an overall pricey place, 140 euro a night is not "nothing" and I expected higher quality in all areas. I'd happily give up that extra large accessible room, for a smaller, but cleaner one. I sincerely hope that this is not a pattern at this hotel, and the hundreds of positive reviews of other people are actually...

My wife and I visited London for a week in July, and after some searching settled on this particular Hilton. First, the hotel is in a great location. Waterloo Station Underground is two blocks away, and several major bus routes stop a half block from the hotel. Between the "tube" and the bus we navigated all over London very quickly. The underground is a truly amazing system. We also visited several sites by foot right from the hotel. On our first day we walked north from the hotel to The London Eye in about 10 minutes. From there we walked a block or so to Westminster Bridge, and crossed over to Big Ben, Westminster Palace (Houses of Parliament), and Westminster Abbey. So we were able to walk to all of these sites within 30-40 minutes right from the hotel.|As to the hotel proper, it was excellent right from the start. I had pre checked in on line so the process at the hotel was under 5 minutes. The front desk on that occasion and on every single occasion I engaged with them were courteous, friendly, professional, and efficient. They were helpful with all my tourist questions, and ordered me a car to go to the airport at the end of our stay. Elevators were no issue, and the room was more than adequate. |Proper queen size bed, A/C worked perfectly and was quiet. TV was a 55" and contained a fair variety of channels. Would be nice if they added a Netflix app that you could log into, as I'm seeing in a number of hotels, but not a big deal. Bathroom was small but sufficient, and the shower was fairly roomy and supplied great heat and pressure. The hotel also offers a daily breakfast and it was, without a doubt, the best we've ever had. Eggs, bacon, potatoes, baked beans and toast along with fruit, yogurt, buns and a cheese/meat plate selection. There were also a selection of pastries etc. Breakfast ran till 11 which I've never seen, and they have a large area to sit. We were usually down between 8 and 9, which I would think is a busy time (and it was), but again, never an issue. |The only minor complaint I have is a hotel policy at check in, giving you the option to pay 20 pounds for early check in. Come on now, either the room is ready or it isn't. I paid over $3000 for the week and now I have to pay to check into a room you have ready? To be fair, this was presented as an option, and I did accept, so completely my decision, but not cool. Rely not a "complaint" and is the only slightly negative issue, but thought it warranted comment. |To be clear, this was an excellent hotel, and I could not recommend...

The location is great-close to Waterloo station night before a cruise. It is in a great location, Booked the 1 Queen Bed with Sofa bed as we had our teenage son with us. Peek around the corner can see London eye. Room was small as expected for London, no room to move or put luggage. Shower/Bath was fine. Beds were pretty uncomfortable. Breakfast was good but really crowded. All of that was fine but I gave it 2 stars because of the stupid, rude treatment I received at check-in. I am a longtime loyal Hilton Gold member and I always start with Hiltons when booking hotels. This time I booked this room through my credit card not direct because I had so many points to use. I rarely do that as I know I won't get the full benefits but I figure at least I am still loyal to them and they will give me the gold treatment-WRONG. I did not ask for anything, but said can I add my Hilton honors number to the reservation, the nice lady (can't recall her name but it was Friday 7/11 about 5pm) at the desk said sure, thanks for being gold you won't get points, etc. I said I know but want them to know I am a member. It was a brutally hot day, we'd been travelling all day to get there so were already tired and sweaty. She said please take three waters from the fridge, which was nice and as a loyal hilton member appreciated. I grabbed three and proceeded to the elevator. A rude guy at the bar yelled, bring those back they aren't free, I said she just told me to take them, he argued and I had no patience to fight about stupid water even though I was parched. I put them back and left for my room. My friends Hilton Diamond members checking in with us witnessed it all and were appalled as well and argued for me. The lady that checked us in was on the phone so couldn't intervene. later my husband went back down to get a water as my son was really thirsty and explained to her what happened, she apologized and gave him the waters. Is it really worth fighting us over a few bottles of water? We paid $500USD for one night so this is not a bargain hotel. Will never be back and ruined their reputation with people that often go to Hiltons and always write reviews over a few lousy bottles of water during a heat wave. If you want to save a buck put out a container...