Hilton London Croydon — Hotel in London

The receptionist and manager were rude during check-in.

They said I needed ID to check in but I have never been asked for ID before. Their tone was so rude and upsetting. My husband and I just drove for three hours from East London to Croydon, stuck in long traffic jams and had arrived around 10:30 pm. To be told that I could not check in without my ID was infuriating. I told the receptionist that I had copies of my ID on my phone and it would match my card details. I told her to even use my husband's physical ID as his name was also on the booking.

They refused to see my ID on my phone and to see my husband's physical ID. It was so embarrassing to have them reject us in front of guests sitting in the Lobby. The manager said, you can't check in and just stared at us for a minute like she was expecting us to turn around and leave. What am I supposed to do in this situation?

I told the receptionist and manager (one of them was called Anita) that they could not reasonably expect me to drive back another three hours to East London and drive back again just for physical ID (another 6 hours journey time). I explained that we had come for a wedding and we needed to rest. I told them I was a Hilton honours member and I had never been asked for ID and treated like this before.

They treated me and my husband as if we were impersonating a Hilton honours member. I told them that none of the emails or the app stated that I needed ID to check in. Regardless of this, my husband had ID which they were not willing to accept. No reason for this either!

The receptionist then sneered and said, "Well it is on the employee's terms and conditions". How would I know this?? I am not an employee and do not have access to this. I was shocked and confused. I just wanted to check in and go to bed as we had to wake up at 5am for the wedding.

Anyway, the manager then proceeded to tell me that I could be an imposter using someone's booking details. I have no idea where they got this idea from. It may be because we were the only coloured people in the Lobby. Maybe she couldn't comprehend that a coloured person could be a member. Why else would she accuse me of impersonating a member?

I told her that I am a solicitor and that I would never do anything to compromise my job and the hard work I have done to get to where I am. She just stared at me in disbelief so I asked if she wanted to see my Solicitor certificate too.

Once she heard this, her attitude changed and she accepted that she could use the copy of my ID on my phone and my husbands physical ID. All that commotion for what?

She could have just accepted this in the first place. Completely ruined our mood and I was going to inform them on arrival it was my husband's birthday the following day so a treat in the room would be nice but I thought what is the point? She probably wouldn't believe it was my husband's birthday anyway.

The room was lovely but it would have been nice to have some water bottles in there. The ironing board was fine but the cover was so thin it kept rolling up. The beds were comfy and we slept like babies!

The staff completely ruined our experience hence the 2-star rating. If the staff were nice and not obnoxious, it...

I would not give Hilton Croydon any stars. The number of things that went wrong from the very beginning is too many. We had booked the presidential suit for 2 nights as we were going to a wedding and reception party close by. Most of the guests to the wedding had booked Hilton so we thought it would be nice. The room was outdated and the bathroom was horrible. I can send you pictures of the state of the room. The aircon did not work and also some of the lights. We were just given bed linens and expected to make the sofa bed ourselves. There was only a small space to hang up all our clothes so I asked for a clothes rail only to be told they do not provide these. The pillows were flat and the duvet was small and thin. The bed was hard and creaked everytime you moved so we did not get a good night sleep. On check in I asked if we could get a room where about 100 people could get together and drink and eat. The event planners said we could have a room till 10pm that evening. When we tried to use that room in the evening the night manager told us we could not use it. I dont understand how they did not communicate between themselves. So we all stayed in the lobby. The manager was nice enough to allow us to bring in outside food after he said the hotel kitchen can not cater for all of us. What a joke! Later on in the evening the bar started to run out of alcoholic drinks. The staff told us to go to the off licence buy alcohol and bring it back to the hotel to have. The next night after the wedding reception we bought the bottles back only for the hotel to close the bar and threaten to kick us out of the hotel for bringing our own alcohol. The staff on duty do not communicate with each other and all contradict each other. To top it all off on check out they tried to charge me for my room again when I have already paid in advance when booked the room. I had shown them my confirmation and the statement of my bank where the payment was taken out from. They still did not believe me, so I had to call up American Express who I had booked the room with and asked them to speak to reception. They still wanted to charge me for the room again. After an hour of arguing the finally agreed not to charge me and asked me to send them my payment confirmation. The staff were rude and had no customer service skils. This is not what I expected from a Hilton hotel and especially when I am paying over £200 per night on an outdated...

Where do I begin? First, some of the rooms were renovated and some weren't. (Note: No one told us this beforehand.) We were in one that wasn't, and the carpet was disgusting: stained and slightly sticky. We asked to be moved to a renovated room, and they did move us...to another unrenovated room. My son and his friends were in a lovely renovated room...with a broken AC, during a news-making UK heatwave (July 1-3, 2019). The staff did nothing about it the first day we complained, so the boys slept badly, nearly naked and uncovered. The second day, after we complained again, a staff member went to the boys' room, turned the thermostat off and then on, and then left. This did not fix the problem, and it was more than another 24 hours before anyone could bring them a fan. The manager would not move the boys to a different room. Their in-room phone didn't work, despite a "test" by a bored and annoyed junior staffer who unplugged the phone, plugged it back in, made it ring half a time, and then marched out. (Spoiler alert: It still didn't work after this "test.") ...One outlet sparked, smoked, and died when the boys plugged something into it (with a UK adapter and all appropriate voltages), so they had to share outlets and USB ports. What else? They lost a pair of my pants when I ordered laundry service. They ordered me a taxi that never arrived. The plates at breakfast were dirty, the food was cold (bacon, eggs, potatoes...), the breakfast room carpet was filthy (chicken wing bones on the carpet at 630 am, anyone?)... And perhaps the worst thing was--and maybe this is cultural--that every time one of my group complained about something, the general response was, "That's not my department, but I can tell someone." No sense that the staff cared whether we were happy or not, and no sense of accountability by anyone junior at all. I would never stay here again. I should also note that we were traveling with a tour group and the tour company booked this hotel, but I learned (from locals!) the morning of the first day that this hotel is not in a good part of town, so that's something else to consider. Book at...