www3.hilton.com

The Gantry Hotel, London

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.

Date of experience: Jan 29, 2026