Hilton Garden Inn Abingdon Oxford — Hotel in Vale of White Horse

Disappointing Experience – Poor Handling of Family BookingWe had a disappointing experience at this hotel, and I feel compelled to share it to help other families avoid a similar situation.We had fully paid for three twin rooms through Trip.com in advance of our trip to Oxford. Upon arrival at the hotel at 10 PM, the receptionist refused to check us in unless we booked an additional room, claiming that our two 8-year-old children could not share a bed with their parents.This was not only unreasonable, but also contradicted the hotel’s own policy, which states:“Children up to 18 years old stay free (with existing bedding) when sharing a room with a paying adult.”Our children are small, and in a new environment, they prefer to stay close to us. We explained this, and also pointed out that Trip.com clearly allows children to stay in the same room under such arrangements. However, the receptionist was inflexible, refused to show us the hotel’s child policy, and instead told us to “check Hilton.com ourselves.” His attitude was unnecessarily rude and dismissive.Even when we insisted that we had already paid for our three rooms and just wanted to settle in our children and elderly parent first, he denied us access until we either booked another room on the spot or resolved the issue with Trip.com — which was unrealistic at that late hour.When we asked to speak with a manager, a female staff member appeared and contradicted the earlier message, saying they had not refused us check-in. Only then did the male receptionist’s tone change, and we were finally given our room keys — over 30 minutes later, after unnecessary stress and confusion.To make matters worse, the room setup was clearly sufficient for two adults and a small child, just like other similar hotels we’ve stayed in across the UK and abroad. All three rooms had reasonable twin beds, and the size and configuration were completely reasonable. Even Trip.com customer service acknowledged the issue and offered to compensate us for the inconvenience — though by that point, the only available option was the hotel’s most expensive room, and nearby hotels were fully booked. Ultimately, 2 family members decided to leave the Hilton Garden Inn.It remains unclear whether this was a poorly communicated hotel policy or simply an inflexible and unprofessional staff member. After reading other guest reviews, it appears we are not alone — several families have reported similar experiences at this property.This hotel appears to prioritize revenue over guest experience, especially when it comes to family travelers. Sadly, I cannot recommend Hilton Garden Inn...

We stayed here for two nights on the busy British F1 Grand Prix weekend. We chose this hotel because it is dog friendly. Although you should be aware that there is a surcharge for £20 per night, which they weren't fully upfront about this cost with me when I told them we were bringing our dog and requested a room away from the hotel entrance, we only found out upon check-in. As part of this fee they provided a dog bed and dog bowls. Dogs are only allowed in rooms on the ground floor and they aren't allowed in the lounge area that leads on to the restaurant.

Upon check in I asked if it was possible to split the cost of the accommodation on to two cards and was told that it would not be possible. I had to enquire as to why that was the case and explain that I've had no issues doing this at other Hilton and indeed other hotels, before the person at the front desk decided to check with the hotel manager about how my request could be processed. They eventually processed my request but had I not been persistent they would have said no.

The room we had was spacious, although the bathroom did feel a bit cramped although not surprising as we've experienced this at other Hilton hotels before. They provide Crabtree Evelyn toiletries, not particularly environmentally friendly with the little plastic bottles. It was for the most part relatively clean. The bed was a small queen which wasn't that comfortable. The TV antenna did not work so we couldn't watch TV and it was too late to get someone around to fix it. We didn't end up getting our room serviced because they didn't come back after we left.

Location wise it's convenient enough to the local shopping area across the room, but nothing else really about, definitely need a car to get around and there is plenty of parking available.

We had one meal there which was for dinner, including salt and pepper calamari with sweet chili sauce, Hariyali chicken with naan bread and cucumber salsa and Spaghetti Carbonara. The food was ok, nothing special. The service was friendly.

It was a pretty expensive stay at this hotel given it was a last minute booking on a busy weekend so that has definitely influenced my rating having paid close to £640 for two nights. I've paid this for significantly better accommodation so from a value perspective it doesn't really hit the mark but overall it's an ok place to stay if you need to be Abingdon, but I'm not sure I'd stay again if I could choose other hotels in the greater Oxford area and definitely not inclined to pay what we did to stay here...

I have had the pleasure of traveling extensively, and I can confidently say that my stay at the Hilton Garden Inn Abingdon has been one of the most exceptional hotel experiences I have ever encountered. The service provided here is truly unparalleled, exceeding even the highest expectations.

From the moment I arrived, the front-of-house team set the tone for an outstanding stay. I would like to specifically commend Romia, Sarah, and Iva, whose warm and welcoming demeanor made me feel at home from the outset. Their commitment to accommodating every need and assisting in any way possible was truly remarkable, and it is evident that they take great pride in ensuring each guest has a memorable experience.

However, the true credit to this establishment lies with the restaurant and bar team, who provided service that was nothing short of exemplary. I have never encountered a team so dedicated to enhancing the dining experience, and their efforts were a significant factor in my decision to dine in the hotel each evening.

Jasper and Lewis deserve special recognition for their professionalism and attention to detail. Their recommendations were always thoughtful, and they went out of their way to accommodate my dietary requirements. The culinary expertise displayed in dishes such as the chicken burger, which was truly exceptional, is a testament to the chef’s skill. The chocolate brownie, perfectly balanced in temperature and texture and accompanied by a delightful assortment of ice creams, was a standout dessert. Jasper and Lewis consistently went above and beyond, making each dinner an experience to remember.

I would also like to acknowledge Lilly and Brian, who exhibited the same high level of manners and service. Their contributions further enhanced my stay, and they, along with the entire team, are a true credit to the Hilton Garden Inn Abingdon. Their collective efforts ensured that my experience was not only enjoyable but memorable, leaving me eager to return in the future, even if only to dine at the restaurant once again.

In conclusion, the Hilton Garden Inn Abingdon stands out as one of the finest hotel experiences I have ever had. The exceptional service, the outstanding culinary offerings, and the warm hospitality make it a destination I would highly recommend to...