Hilton London Hyde Park — Hotel in London

Convenient Location, Quiet Rooms, Clean Linens

I chose this property for a couple of reasons, one of which was its location next to Hyde Park as a friend had recommended this area. It was my first time visiting London and actually my first time staying in a Hilton.

The location for a solo traveler utilizing the London Tube system was unbeatable the hotel is literally right above the Queensway tube station.

The hotel is across from Kensington Gardens not really Hyde Park, which I found out when I ventured into the park and moments later found Kensington Palace on my right. It was a treat to have both parks so close.

I reserved a Queen Park view room and chose the 5th floor utilizing the on-line check-in through the Hilton app. The room was facing the park, although I could only see the top of the trees, which is better then another building, I thought that due to it also being on the main street side it would be noisy at night. I was wrong I could not hear anything coming from the street. This was another nice surprise. The room was clean the linens were fresh, the dust (if there was any) had been removed from the counters, the windows were clean, the carpet clean, and the extra pillows I had requested were in place upon my arrival.

The bathroom was clean and free of mold or mildew. There was an issue with the drain in the shower. Quite simply it drained very slow something I assumed would have been noticed by housekeeping, so I was questioning how clean the shower floor really was since the water stood there waiting to drain. This was something that was never addressed during the stay. I had a less then world class check-in experience from, the front desk and so I did not want to bother with bringing up this issue.

Check In Experience: The lobby of this hotel is extremely small, I don't know if that is common in London or not but there were only two front desk members. I also assume that the lack of staff is due in part because the hotel encourages on-line check-in reducing the need for a front desk. Since this was my first time in London and at a Hilton I chose only to do the on-line check in and skip getting the digital key that is an option in the app. I was hoping the front desk staff would provide some information on the local area, the hotel, and highlight some points of interest. What I experienced was the complete opposite and it left a poor experience. Upon arrival I was not greeted by the front desk staff, they were too busy looking at their computer screens. When I was finally acknowledge I was greeted with a "Can I help you sir?". I had to explain I was checking into the hotel. I had done the on-line check in but did not get the digital key for reasons previously stated, this seemed to have confused the front desk member.The front desk member stated, "Sir it looks like you have checked-in on-line, are you wanting to know the status of your room?". I verified that I knew I had checked in on-line but needed to verify the card on-file and yes get the status of my room. It turned out the my accommodations were ready. I was handed an envelope, given the room number, told how to access the free wifi, and asked if I needed anything else. I was not instructed about my room location nor given any information on the hotel itself. I didn't think as an Honors Member or even a guest this would be the case. When I asked if there was a place for me to get some food the front desk member informed me that the hotel has a restaurant or I could go to a grocery store around the corner. I could tell that providing any additional information was out of the question so I just headed to my room. Good thing as an Honors Member one perk is the WiFi being free, I looked up information on the hotel as well as the area. I didn't interact with the front desk after my arrival, even though I passed them every morning I would have to say "Good Morning" or "Hello" to even get someone to look up. This left a poor experience and something that I...

If there was a zero star, that would be my rating for this hotel.

I was a resident in this hotel between the 19th till the 22nd of July, I have checked in on Friday where I have received my room in the afternoon. Once I have arrived to the room, it appeared that the air conditioner was not working, hence I’ve called reception on this issue where they have sent the ‘Engineer’ to our room. He checked on the AC and kept on convincing us that the AC is working and will cool with time, however it wasn’t cooling at all… Later, someone from maintenance came and confirmed that the AC is not actually working. The engineer told us that there isn’t a possibility to change the room as the hotel that night is fully booked. We told him to check with reception and it turns out it wasn’t sold out. The receptionist at that time called us and apologised for the inconvenience, checked for another room, changed our room, and gave us breakfast vouchers for the entire stay. This action by this gentleman was highly appreciated, unfortunately I couldn’t recall his name.

Now, when it came for our check out time we have faced a childish situation by some members of staff. I went to the receptionist and wanted to ask her on the possibility of keeping our luggage for approximately a week until we come back from our trip, where we will return to the same hotel. While I was talking to the receptionist, the supervisor behind me was nodding with her head as a strict ‘no’ to the receptionist. My mother at that time saw this action by the supervisor, which is honestly disrespectful and disappointing. If there wasn’t an availability it would be better if that supervisor came and informed me right in-front of me rather than doing it behind me. (Additionally, on our checking in day they have allowed to keep the luggage of other residents who were travelling and coming back… so honestly I’m unsure whether there action towards us was intended or not. ) Then, the supervisor tried to ‘convince’ us that the storage room is full by going to the room for a literal second to check and come back, telling us that it is a high season and they couldn’t do that. This disrespectful action by the supervisor disappointed me, and to have this happen from a Hilton hotel was again disappointing. This situation made me cancel my upcoming stay on that hotel, to avoid such childish behaviours from such members that disrespect their residents. I wouldn’t recommend staying at this hotel to anyone.

This is to note that I am a new member to Hilton, and I wasn’t expecting such a behaviour from a ‘prestigious hotel’. *Additionally, I’ve complained to customer support couple of days ago and until now I haven’t...

I was charged TWICE for my 3 night stay. The front desk says they have refunded me but as I write this the money is still missing from my bank account. Also, rooms was not ready at the 3pm check in time. An employee asked us to wait and said they would find out about our room. About 30 mins later we saw the employee out of uniform leaving for the day. He didn't even bother to give us an update before he left. I went to front desk and they said our room still wasn't ready. I waited a little while longer than finally went online and requested a digital key and it gave me the room number. I went back to front desk. I'm curious how long I would of waited if I didn't go online and request the digital key. Horrible experience so far at this Hilton. Not to mention, when we finally check in the refrigerator is warm and my hand soap dispenser was out of soap. (A nice person came and gave us soap). I didn't bother mentioning the refrigerator because at this point it seems trivial compared to the over $1100 (876. GBP) that is still missing from my bank account while i'm on vacation.

*UPDATE- It wasn't the fact that the room wasn't ready at 3pm that was the problem. I understand that things happen. The problem was that the staff member said that he was going to go upstairs to check on our room but instead went home for the day and left us sitting the lobby with no info. No one came back to us and told us what was going on. I'd probably still be sitting there in the lobby waiting if I didn't go online and request a digital key. Going online is what told us our room number and that the room was instantly ready, not the staff at the hotel. We did appreciate the breakfast, the service there was lovely, but spending one of our 3 vacation days in London without our $1179.50, was horrible. We were finally refunded most of the money 2 days later. But as of today, a week later I am still missing $10 for some reason. I called my bank and they said all the hotel refunded me was $1169.50 instead of the $1179.50 they overcharged us. I again talked to the front desk before we checked out and told him about the missing $10 from the refund. It was the same person who overcharged us in the first place, and he said he would speak to the manager about it, but BIG SURPRISE, nothing happened. Completely ridiculous. It is best to just to stay away from this hotel. I should of known something was wrong when I first walked in the hotel and another guest was complaining about the service, so much that he stormed off in a huff. I just don't want someone else to have to go through what we did by simply...