Hilton London Euston — Hotel in London

Travelers, if you are seeking a chain that embraces and cares for its guests, do not use any brands from Hilton. I learned first hand they prefer sticking to their accounting procedures more than assisting guests. I am a 60+ year old business traveller with extreme asthma (noted in my reservation). The day before I arrived at this hotel, my nebulizer had caught on fire. I was having breathing issues and was exhausted after managing heavy luggage on cobblestones from St Prancras. I arrived around 6:30PM ready to check in with my corp card. There was an issue with my reservation. It was stuck in approval queue in the US would be released from AmEx travel in several hours. Hilton could not figure out how to take my card. check me in, and delete the second reservation that would automatically flow to the hotel. I was told I would be charged a cancellation fee of one additional night for $333, one though I arrived and could pay for one night and there was really no cancelling by me - just an accounting/reservation issue. I spoke to the front desk, manager, 800 customer service, that manager. No one could help me. 100% of the people in the customer service chain insisted I would be charged twice if they allowed me to check in because of the "ghost" reservation (a simple duplicate) . All the hotel would need to do upon my check out in the morning is make an adjustment using LOGIC: one person, one room, one night. They were capable, but not willing to do this minor adjustment. As a result, I had to sit in their cold bar, heated by a space heater for 3 hours until the reservation cleared the travel agency. What mostly made me mad is that the hotel manager should have been able to see the logic and allow me in my room. It was only a simple reservation issue. Instead, she hid in the office and provided zero assistance or any personal comfort or support for me as a weary traveler. That is a HUGE point about the Hilton brand; weary travelers with personal needs is the Hilton market. Am I wrong? I've been in tech sales for 40 years. One lesson I can tell you, Hilton, is that if you are not serving your customer and you going to go out of business. Let me be the first one to start by vowing never to stay in another Hilton. And, I will further assist you to the bottom by communicating to other travelers that you are not there to help them either. I will not put up with this level of service from a business partner I need to rely on for my approximately 150 nights on the road this year. All this being said, I actually loved the hotel. It was very hard for me to drag my luggage up the beautiful marble stairs and there was no one to help me. My room was nice and clean. Most of all I was very impressed that Hilton had employed a very sweet and hard working person on the autism spectrum for breakfast service. Everyone in the bar and front desk were kind and professional. In my mind, the manager of the hotel is the issue and that seems clear to everyone traveling to the hotel because "disorganized" is the first description word of the hotel and that points right at the manager. I was surprised at the overall low rating for this hotel, which despite the manager issue, it was lovely and I would have enjoyed having the high tea service they offered if I still wasn't fuming days...

Worst hotel stay I have ever had. I would not even rate this place with even a star. With having this short weekend booked for over 5 months (2 nights bed and breakfast with dinner on first night is what we paid for) my wife and I were looking forward to it very much and managing to get our first break without our four year old with coovid etc. Room was ok a little tired quite small but to be expected for London. The real problem came when we went for the evening meal. We called and booked in advance thinking it would be busy being a Friday night. When arriving to the bar (which is also the restaurant) we had to wait for ten minutes before anyone arrived to serve us. The guy was clueless did not understand that we had a deal with our stay and after speaking to reception explained that we got £20 pounds credit to use to order with. We ordered our food and tried to enjoy the surroundings the bar resembles a social club more than a cocktail bar/restaurant. Surroundings aside the food was average at best (very limited menu) so we proceed to eat up and try and settle the bill. We were told at the bar it would just be added to our room I said can we not as I just want to pay by debit card so we would be able to have a quick check out and not need to settle bills when we left. Once we made our way to reception we were informed we would be paying for the whole meal £65 to which we informed them this part of our stay and told it wasn't. Thankfully my wife had an email detailing this and we had to forward that on to get the meal for free and I then I tapped my debit to pay £13 for drinks. In the morning we had the same issue as we were informed we do not get breakfast and would need to pay and agin after and another argument we finally got breakfast by this point I had lost my appetite. At this point on our departure on sunday we did not even bother with breakfast (could not be bothered with the stress of an argument) and we left. On our arrival home I was just checking my online bank account to discover the London Hilton Euston had taken a £6.70 charge of my debit card with out my knowledge and approval ( don't even know how this is possible) and another payment of £43 again on my debit card and without my approval. After a call to the hotel they explained that the 6.70 charge was a service charge. Bloody joke a tip is for good service and you inform a customer not take it behind a customer's back and for terrible service. And you guess right they charge me for the meal that was suppose to be part of my deal and unbeknown to me on my departure and reception told us we had nothing to pay. So now Hilton have my money and I am now waiting for 3-5 working days till it is returned. Safe to say I will never step foot in a Hilton hotel again and be warned they will rip you off without a...

I was staying for 2 nights on business. I had been to the hotel before and had some trouble with the heating but I thought it was a one-off! I arrived on a hot day and the room was an extremely uncomfortable 25.5C. It was set on cooling but it wasn't getting colder. I contacted the front desk and they said they would send maintenance. A man arrived played around with air conditioning control and said it would be cool within the hour. I went out for a walk and to eat. Coming back at about 22.00, my room was still 25.5C and unbearably hot. I rang down and explained the problem to reception. The receptionist said maintenance had gone home - and then hung up! I went down to reception and was told I would have to wait for a manager - after 15' she turned up and said no other rooms were available and offered me a fan. I had no other choice and took it - she said they would change my room the next day. I spent an extremely uncomfortable night even with the fan!||The next day on returning from business I asked to change rooms (my room was still 25.5C) and the manageress arranged. The new room was at 17C - freezing. I adjusted it to warm up and left the room. On returning hours later the room was still a freezing 17C. I went down to reception and the large receptionist man actually laughed when I told him my story. He said there was nothing he could do as maintenance had gone home. I insisted on having a heater. he told me to go back to my room and wait for something to delivered. I refused as it was late and said I would like the heater brought to me now. He said the heater was too heavy for him to carry (he was twice my size!) but eventually one came and I was able to drag it to my room. I spent a warmer night.||it is obvious that the hotel knows that in certain rooms their airco system doesn't work but they put guests in them anyway. Add to that the fact that most staff are very poorly trained and some have a very poor command of English. In addition the TV failed to work.||If the Hilton brand is not a guarantee of even a comfortable room and a reasonable night's sleep then I will never trust them again. I travel extensively for business but this hotel and all other Hiltons are off the list - they clearly have no regard for the quality of service their customers experience. The manageress offered me a free dring voucher - I wanted a good...