Review Time
Tried to login to my honours account. Could not. Used chat line who could not resolve and they asked me
"...please give them a call at 888-446-6677. They’ll take great care of you."
It came across as your problem not ours.
No idea where in the world a 888 number is - suffice to say I booked with IHG.
Tried to login to my honours account. Could not. Used chat line who could not resolve and they asked me"...please give them a call at 888-446-6677. They’ll take great care of you."It came across as your problem not ours.No idea where in the world a 888 number is - suffice to say I booked with IHG.
I’ve been using Hilton Hotels for years now and (apart from York) have normally received a good level of service and facilities. Unfortunately our last visit to Hilton London Euston fell short of the usual standard. One of the supposed double glazed panels was completely missing making the noise reduction, from a busy London Street, non-existent and the temperature in January leading to a chilly room. Yes - we put the heating on but the fan was so loud and produced a constant low tone that we couldn’t sleep - even when using ear plugs. There was a cover missing in the bathroom (on the shower plumbing) and there was no shower mat to stand on when getting out of the shower. We had to use the hand towel but were only given one for two of us. I hope this isn’t symptomatic of the standards at all Hilton hotels.
We arrived at The Gantry, Hilton hotel, a little earlier than check in so knew that our room might not be ready. This was the case and we were directed to the restaurant on the first floor to eat before checking in. We had a lovely meal and then went to check in. The check in experience was awful. Firstly, I was waiting at the desk for a long time as the assistant tried to use the system to check us in. Seemingly she did not know how to route our booking?????? Perhaps because we had booked a bundle, including hotel and tickets for ABBA Voyage??? I was stood waiting a long time. When this situation was finally resolved I was presented with my room key and told that my booking included 2 free drinks and 15% off in the restaurant. Sounds great, except we had literally just eaten in the restaurant because our room wasn’t ready and we couldn’t use the voucher retrospectively. We had literally just finished eating. I was told that they couldn’t now apply the 15%. We would not be eating in the restaurant again. I would have really appreciated it, if 1 hour earlier, when we arrived and spoke to the same assistant that this might have been mentioned. If we had eaten an hour later we could have used the 15% voucher. So be aware everyone, you may not want to eat in the restaurant before you check in. I would have appreciated a little discretion from the reception staff. I should now be relaxing in my time away from home but I’m writing this and still angry with the hotel. The final straw was that when at reception, we were asked whether we wanted a room with a view or a quieter room. Seemingly the rooms with views are near the lifts. We asked for a quieter room. The lift doors are almost opposite our front door…….. As an update to the post above I should say that after writing the review we were offered additional complimentary drinks and the breakfast was lovely. We couldn’t hear lift noises throughout the night. Perhaps not such a bad place.
This is my last time staying at this property. The front desk persons are nice but someone needs to close down the restaurant on property and rooms need upgrades. Tub peeling and tiles cracked.Don’t try to get something to eat at this hotel. They are always ready to sell you alcohol though. The bartender and waitress needs to do something else that they love. Bad attitude and terrible customer service. I walked in and sat at the bar. The waitress asked if she can help. I said yes, can I order something to eat. The bartender mumbled under his breath, ‘the kitchen is closed.’ The waitress looked at him and said let me see if they’re closed. So I’m at the bar waiting and I see the waitress come out of the kitchen, passed me and went to give someone else an order. So I asked her what happened, “am I able to order?” She then said to me, “ I told the bartender to tell you the kitchen is closed.’ This was a lie. She would have had to pass me to get to the bartender. I have been to this hotel several times and have encountered this duo before. They are not supposed to be in this type of business.Someone needs to shut this restaurant down.
I would like to share my disappointment regarding the service I experienced during my stay at Hilton Trocadéro, which fell far below the standards I associate with the Hilton brand.While dining at the hotel restaurant, neither the menu nor the ordering process was properly explained to us. Despite asking the service staff for guidance, we did not receive clear or helpful information, which left us confused. Eventually, a staff member named Mohammad kindly took a couple of minutes to explain the menu and how to place an order. His behavior was polite and professional.Unfortunately, during this brief interaction, the restaurant supervisor interrupted us in a very unprofessional manner. Without any courtesy or respect, he loudly called Mohammad away and abruptly stopped our conversation. This behavior made us feel uncomfortable and disrespected as guests.Such conduct is not acceptable in a hotel of Hilton’s international reputation. Guests should feel welcomed, respected, and supported at all times. This incident reflected poorly on the management and overall service quality of the hotel.I sincerely hope that this matter will be taken seriously and that appropriate steps will be taken to prevent similar situations in the future.Kind regardsA dissatisfied guest.
Was set to book a 10 day stay with a Hilton Hotel until learned that they fo support ICE and canceled contract with a MN hotel who would not allow ICE agents to stay there. Cant trust a hotel who mauly allow agents in the hotel to create a chaotic situation and create problems for other guests or to potentially and allegedly share guest information with the government.
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Hammock beats office chair...every time. Trade fluorescent lights for real sunshine at one of our 155 resorts worldwide. Guest assistance: @HiltonHelp
