The Westminster London, Curio Collection by Hilton — Hotel in London

During check-in we were “upgraded” without any request, but when we entered our Queen room it seemed to be the same room we had booked. In fact, the only difference being we now had a view to the grey and grim car park below. So we were actually downgraded.

I don’t understand why the staff at check-in told us about a fictitious upgrade. I know they want to make people feel welcome and pampered but it actually ruined our mood and expectations. It’s like they knew we would be disappointed and wanted to preempt it.

We reached our room after travelling for twenty hours to find no water. We then had to get dressed again to go and look for water for fifteen minutes along the dark corridors. Our kettle was also dirty and I had to clean it in the sink.

The price of breakfast changed several times during our stay and we were even promised a discount. We eventually paid for breakfast at three different prices (8, 10 and 15 pounds pp) and I don’t really understand why. Breakfast queues were a disgrace and the food on offer was stone cold. The queue for eggs was too long.

It only seemed to be hotel guests in the long queues, while walk-ins from the street got a table immediately.

They were also very fast in closing breakfast. Even 15/20 minutes before they were taking food away and closing up. But the filtered coffee for the table was nice and saved us queuing up for coffee for half and hour at the coffee machine.

Lifts were not working properly or were just chaotic and you can easily wait over ten minutes.

Our room design was bizarre and you basically enter the room into the bathroom. There is almost no space to put anything like bags and suitcases and no hooks for jackets and coats. The wardrobe is awkwardly designed. Every time we took a shower, opened the wardrobe or left the room we needed to shift all our bags to the other side. It also meant when we opened our luggage we had to basically sit on the cold floor (unless you want to put your bags on the bed. We didn’t)

Our iron was broken and the ironing board was awkwardly placed and hard to get to.

The floor outside the shower floods and there are so slippers provided for the room. The floor around the bed was sticky and dirty so slippers would have been nice. The table and chair in our room was strange because it faced a black wall a few inches away. Why would anyone eat or drink like that?

The other chair was ok for throwing clothes on as no other space existed. The bed was comfortable and the shower was nice, but the bathroom was incredibly dark that you can’t see anything. The shower pressure was also a little weak.

Checkout was a bit snooty and staff seemed to be less friendly as they waved us goodbye. They were also really moody when we asked to store our bags for a few hours. When picking up our bags the lady at check-in ignored us and said it’s not her job to help with bags and that we must wait for someone else. The snobbery was vile.

The 10 pounds deposit didn’t really make much sense. For an expensive Hilton in central London it seemed strange to deduct 10 pounds per guest. It’s not a complaint but it just seemed like a waste of time. What damage could possibly be done worth ten pounds? I also have yet to receive the money back on my card.

I’ve stayed in many 4* hotels around the world and this was way below average. The room is tiny, room service very poor with few choices and very little extras in the room like mini bar and other amenities. We will find alternative accommodation next...

First and last time staying at The Westminster for my first wedding anniversary. If you enjoy ringing multiple times for the same thing then you'll love this hotel. I rang for laundry collection and bags. The receptionist rather rudely told me laundry bags are in the drawer. I already told them I'd checked everywhere. They say someone is coming. 20 minutes go by and noone came. I had to ring twice more and this is a regular occurrence across all the hotel services.

Another day before we went out I rang housekeeping to come clean. Hours later we arrive back and the bed had been made and two flannels were done fancy but nothing else had been done as the bins were still overflowing, other trash hasn't been cleared, the tissues not restocked, crumbs on the floor not hoovered etc. It was obvious if they bothered looking. Housekeeping had to come again with the excuse "sorry I forgot or something." What a joke. It's not the first time housekeeping failed to clean.

After the trash incident I assume the head of housekeeping knocked but she didn't seem to understand what the problem was and was looking and being very dismissive. Total lack of pressionalism.

I ordered a chicken club sandwich and beyond the egg none of it tasted good. The chicken tasted like packet chicken rather than fresh. Sandwich was cold and made me feel sick. The fries and vegan sausage roll are okay.

The staff don't seem to know anything or what others are doing. I'm surprised the hotel hasn't taught staff the basics of communication with their customers. They answer the phone as though your call is an inconvenience. Some staff are better than others but professionalism is woeful. I found myself actively avoiding ringing any numbers because it's such a hassle dealing with any staff in this hotel. I got contradictory information about the car parking and how to pay. The carpark and spaces are tiny. The corridors and rooms are so poorly lit.

I'm editing this review on February 17th 2025 in response to the Guest Relations Manager:

You were made aware on numerous occasions about the problems and lack of professionalism from the staff at your hotel. The day we arrived my wife had to come down from the 12 floor to the concierge desk three times because our phone would not connect to the concierge, it sounded off the hook. They spoke to her like she didn't know how to use a phone. We were later informed by a member of staff that the concierge desk tends to unplug their phone.

The head of housekeeping was extremely dismissive of my issues. What kind of excuse is "Sorry I forgot or something." She didn't seem to think that or the state the room was left in was an issue. Also, the sheer number of your housekeeping staff who legitimately cannot speak a word of English is concerning. We had to do sign language to one because it was the only way to communicate.

I repeatedly told front desk and concierge about the problems, delays and lack of professionalism we were encountering and every time I was met with dismissiveness or an attitude best described as "so what?" Most of the staff clearly haven't been taught the service industry basics or how to talk to your guests. If the staff clearly don't care and haven't had the necessary training why should I expect any different from the guest relations Manager? Your staff are failing to convey feedback. Maybe look through your Google reviews, I'm not the first to experience this yet it seems clear nothing has been done to...

The Westminster Curio Collection Hotel in London has all the bases covered.... and then some!

THE BASICS

LOCATION: Quiet, convenient, easy to find/park. While the "action" is just to the north in Soho, China Town, Piccadilly Circus, Leister Square, Mayfair, Covent Gardens, the South Bank and surrounding neighborhoods, The Westminster location is perfect because you can easily walk, grab a cab or take the tube to all of the above. Additionally, the area immediately surrounding the hotel is very quiet at night... so you never have to worry about late night partying or protest marches keeping you up! As an added bonus, the Tate Museum, Big Ben, Westminster Abbey and Parliament are perfect 5 minute walks from the hotel.

ROOMS: Because of the size of my family, we had 4 rooms and they were all spotless, modern, with excellent bathroom facilities (the sink, toilet and shower are separate so more than one family member can be using them at the same time), there is a make up table with lighted makeup mirror in the sleeping area, coffee machine, fridge, safe in the closet and plentiful electrical/USB outlets everywhere! The most importantly, beds were very comfortable! COMPLAINT: The closets need more drawers to unpack and store clothes. While there is plenty of room for hanging clothes, both my wife and I had to "live out of our suitcases" because there was nowhere to store our folded clothes in the closet. COMMON AREAS: There is ample parking for arriving guests/taxis in front of hotel. The Ground Floor lobby is large and has plenty of front desk stations for check-in/check out and also houses the Concierge. Upstairs you will find the absolutely huge restaurant and a well stocked bar. FOOD/DRINK: Well above average on both counts. My family looked forward to breakfast every morning (I particularly liked made to order omelets) and every member of my family had their own favorites by the end of the week! COMPLAINT: If you don't eat pork, your choices are very limited. No turkey or chicken sausage, No turkey bacon, no Impossible Burgers, No Beyond Meat... We tried their vegan sausages one time and they were awful... between all of us couldn't finish even one.

THE STAFF: TRULY EXCEPTIONAL!!! The senior staff definitely deserve kudos for such a well run hotel... Special thanks to Head Concierge Adelino Moreira and Front Office Manager Bruno Romalde! However, it was the staff that interacted with the guests every day that made our visit to The Westminster so special that, when we had a day open up at the end of itinerary, we went back to London and stayed you know where! Samuela, (front desk supervisor) was a delight. Conor (concierge) took my pre-visit calls and made sure we knew everything we needed to know before we arrived. Oleh, a new employee in maintenance, went way above and beyond to find a replacement for the make-up mirror in our room. And saving the best for last, Anuar, Sam and Daniel (concierge office) made every aspect of our visit an absolute pleasure! Whether we had questions about: 1) Where to go, 2) What to do. 3) Where to stay in other cities, 4) Plays, 5) Car Rentals, or 6) Where locals go to avoid tourists, they were kind, patient beyond belief and informative. They helped us turn a great trip into one that was...