2/10 Terrible
Michael
Travelled with family
16 Aug 2025
Liked: Cleanliness
Disliked: Staff & service, amenities, property conditions & facilities
Really poor experience, the worst welcome I've had at any hotel ever.
I had 2 consecutive bookings. I wrote to the hotel to ask them to link them, which was confirmed as done. Check in took 45 minutes (no queue), mostly because the above linking hadn't been done.
In advance, Hilton really pushed me to use their app to check in. I did and the app kindly gave an upgraded room with lounge access. At check in (the 45 minutes one) this was removed. I politely queried this, pointing out that the app had upgraded me which they were now taking away and that this wasn't great customer service. The check in person spoke to a manager. Apparently the new room was a slight upgrade (no lounge access) - the manager refused my app-upgrade and openly threatened me by suggesting he downgrade me to my original booking. I appreciate that this would have given me the room I'd booked, but the whole experience was terrible.
I pointed out the poor customer service - the manager eventually agreed to the upgrade aggressively and sarcastically.
Our booking was for 3 people. We got to our room and there was a double bed and a small sofa (no linen). The same manager called, by chance, so I queried this with him. He refused to provide a rollaway and insisted we use the sofa. He said he'd get it made up, but housekeeping confirmed he didn't request it. When it w, it came with only a thin blanket. A duvet was refused many times.
Breakfast always had a queue. No ketchup, despite a shop across the road.
Michael
Stayed 2 nights in Aug 2025
