London Hilton on Park Lane — Hotel in London

Saga of a Hilton Honors Gold Member at prestigious London Hilton Park Lane.

Day 1 - Arrival & Check in around 9.30 PM. Reached the room tired after a 7 hour flight wanted to cleanup and sleep. To my surprise the bathroom linens were missing and it took 20 minutes to get the linen delivered to my room after a reminder at the reception.

So be it It's Hilton and they are environment friendly and I thought they were encouraging guests to carry their own linens to save water and energy, but I was informed that House Keeping missed.

Then it took me 15 minutes to adjust the furniture of the room since I booked a King Guest room instead of King Deluxe, the space wasn't enough to accommodate my big suitcase.

So be it. It's London and Hilton, one must adjust to a new definition of King Size room and carry small suitcases. Lesson learnt.

Day 2 - like a typical Guest but a proud Hilton Honor Gold Member gave feedback at reception and requested her to keep at least 2 additional bottle of water in my room. I even offered to pay. I return at 4.30 PM I was happy to see 2 extra bottles in my room but my room was freezing as temperatures in London dropped. Tried to switch on the heater but it continued to blow cold air. I called reception to receive another apology and a promise to send the HK. Since I had a call, I requested the technicians to visit after 6 PM when I leave for Dinner. On my return at 10.30 PM my room was extremely cold and to my surprise my 2 extra bottles of water had disappeared.

So be it, it's Hilton we do not have technicians to attend to room heating but our HK is very efficient in saving water and removing extra water bottles from the room.

I call the reception again and was greeted by Night Manager Kamila. Got few more apologies with a promise to address my issues.

Day 3 - Cold morning. Head for breakfast to get an extremely rude experience from Chef at live egg station that I left breakfast. I was made to meet a gentleman who introduced himself as Abdel. Heard my story and got few more apologies and promises to improve things and offered to send heater to my room. I return back again at 10.30 PM and my room was extremely cold with no heater in my room. Probably Mr. ABDEL forgot that he had promised something to a Gold Member. Again called reception and got few more apologies. I think I was getting addicted to getting apologies and thus kept calling reception requesting a call back from Kamila. Repeated the same story and invited her to visit the room. She visited my room and I was able to share with her the warmth in my room in the absence of heater and the HK again forgot to provide floor mat in my bathroom. She profusely apologised and observed the deficiencies and offered to compensate with an improved experience in my next trip. She accepted that she cannot undue the past but can improve future 2 days of the stay. Like a gentlemen I accepted her apologies and decided not to write this review. I got an email offering me complimentary upgrade in my next trip to King Deluxe ( only subject to availability) and sent a hand written note.

I was very happy to get the email apology and requested that if I could get a late check out till 5, obviously not as a compensation but I felt that I could request her, she being the most genuine Manager, who visited my room and listened to me.

Unfortunately, I did not receive any response from her to accept or reject my request. So I decided to check again from the reception and I got a very rude response from the reception that we are sold out and we want our rooms back at 12 noon, but since you are Gold Member, there is a message to extend till 2 PM.

I am writing this review while still a guest at the hotel.

Thank you Hilton. I know it will not make any difference to Hilton's business if one Guest walks away, but at least I can share my experience to keep guests informed as to what they can expect for £600 a...

We stayed at a doubletree near tower hill for 1/5 of the cost before transferring to this hotel for work conference and I really thought I’d love this hotel, but I’m just not a fan. We felt like royalty at the doubletree (free alcohol, water bottles in the room, top floor room, free breakfast, sooo quiet, great food walking distance, close to train and buses, etc) For the price, this hotel is just not at all worth it. To sum it up - it’s a pretty hotel… but that’s about all they have going for them. The room is SO small, like we can’t even open our luggage fully anywhere within the room because that’s how small the circulation space is. It is smaller than a cruise ship interior room! The doors are really bad quality and you can hear everything in the hallways. The walls are also incredibly thin and we can hear all conversations from our neighbors. We got put right next to the maintenance room at the end of the hall as well as a room they were dong construction on so allllll day I heard banging and drilling and doors opening and closing. To top that off, there is construction happening right outside the window. Once again, allllll day long there is constant jackhammering and drilling noises. I know this is unavoidable, but still it just adds to the constant noise so if you have any jet lag whatsoever, don’t expect a peaceful nap unless you’re on a high floor facing Hyde park. There’s only 4 elevators in the front and at busy times when everyone is checking in you have to wait minimum 5 minutes for an elevator to become available. It doesn’t help that there are frequent work conferences and 28 floors. And if you don’t get on quickly the door will close and you cannot reopen it and you will then have to wait again for another elevator so be quick! The stairs don’t have handles to open the door to some floors so it’s pointless to try going that route. If you don’t pre-purchase breakfast they said the price is 54 euros per person!! There is no breakfast on this earth worth that much? They did a poor sales pitch at the front counter and said “if you purchase now the price drops to 34 euros per person.” There are some amazing local bakeries and cafes nearby where you can get a fresh croissant, fruit and a coffee for less than 10 euros a person, and even if you purchase items a la carte at the restaurant for breakfast you would still save money than purchasing for that cost. $100+ for basic breakfast?! Heck. No. Lastly, the air temperature controls don’t really work. It’s either hot, or it’s cold. No in between.

On the more positive side, the hotel is pretty. The staff is EXTREMELY kind and willing to help, I really appreciate their pleasant demeanors and smiles. Prosecco upon check-in was a big win. You can’t be mad about free Prosecco. The pillows are like clouds! Soooo soft. The bed is quite nice as well, but with the weird AC controls it is hard to get comfortable. The shower is large and the heated towel rack is nice. The window is large with a bench to sit on. The lighting and interior design in the room is cool.

We have stayed in places all over the world of varying price levels from $50 a night to $1000 a night. We are not picky people and extremely optimistic and understanding about things outside of a hotels control. I’m not angry or upset about our stay, but just overall shocked that the price is so high for what feels like a not as pleasant experience compared to our previous stay at a Hilton and want to warn others. There are better locations closer to more attractions than this area. Unless you really like walking in big parks such as Hyde, most of the big attractions are not walking distance so you still need to take a bus or the tube so you’re better off staying in a different location such as greater London, soho, tower hill, etc. Overall, I would not choose this hotel again nor recommend...

Extremely Disappointing Stay at Hilton Park Lane London – Far From 5-Star Standards

I stayed at Hilton Park Lane London recently and unfortunately, my experience was full of problems from the moment we arrived.

Check-In Experience: The check-in was one of the worst I’ve ever experienced at any hotel, let alone one that claims to be 5-star. The Assistant Front Office Manager, Mr. Titus Silu, was completely unhelpful, inflexible, and extremely rude to my father. He spoke to him in a condescending tone and handled our simple request to have rooms on the reserved floors with arrogance and disrespect.

Mr. Titus contradicted himself several times — when we pointed this out, he rudely asked my father if he was calling him a liar, then completely changed the topic to avoid taking responsibility. When we asked to speak with higher management, he deliberately took us to a junior manager to prevent us from escalating our complaint. I even requested to review the security camera footage to clarify the situation, but he refused and avoided the issue altogether.

He later sent his colleague, Romano, who clearly came just to defuse the situation without resolving anything. She bluntly told us, “This is how it is. If you like it, fine — if not, there’s nothing we can do.” This level of customer service is unacceptable for any hotel, let alone a Hilton. In total, we spent nearly three hours just trying to get our rooms.

Room Problems: Unfortunately, the problems didn’t stop there: • Housekeeping and room service were extremely slow and careless. It took three to five calls daily to get even basic requests handled — if they were done at all. • They took my father’s personal towel and never returned it. • After our exhausting check-in, we discovered that the air conditioner was blowing hot air like a heater. It took over two hours for maintenance to come and check it, plus another hour to see any result — we lost almost an entire day dealing with this issue alone. • The bathroom electricity was faulty and kept failing repeatedly, even after multiple so-called “repairs.” • They took the room cleaning sign and never replaced it, so our room wasn’t cleaned for two days despite repeated calls. • The shampoo, conditioner, and body wash dispensers were not fixed to the wall as they should be. They weren’t installed properly before we took the room as new guests — another clear sign of poor preparation and lack of basic standards. • The toothpaste was thrown in a cheap plastic bag — unacceptable for a hotel claiming to be 5-star. • During rain, my room leaked so badly it felt like it was raining indoors. I’d heard other guests complain about leaks but was shocked to see it myself. • One night, a false fire alarm went off and the hotel never communicated properly with guests, leaving everyone confused and concerned. • Despite paying the full amount in advance and leaving a cash deposit, the hotel still charged my card extra without permission, blaming it on “the system.” I managed to get my money back, but other guests might not be so lucky.

Conclusion: Between the rude and unprofessional staff, poor management, constant maintenance problems, lack of basic preparation, and overall neglect of guest comfort, this hotel does not deserve a 5-star rating by any stretch. At best, it feels like a poor 3-star hotel with premium prices.

I strongly advise anyone considering Hilton Park Lane London to look elsewhere if you expect proper service, respect, and a standard that matches the Hilton name. There are many 5 star hotels with the same price or maybe cheaper and have a higher quality so I would recommend you to reserve them for a better experience in London.

Thank you and enjoy your...