Customer Ratings & Reviews
TripAdvisor Traveler Rating2828 reviews
Strictly racist and unfair treatment at reception and poor room arrangements.
I am writing this review to express my deep dissatisfaction and disappointment with the level of service received during my recent stay at your hotel from the 9th to the 11th of May, 2023. The experience was nothing short of harrowing and has had a significant negative impact on my mental health. I believe I have been subject to unfair treatment and racial discrimination by your front desk staff, which is completely unacceptable. Upon arrival at the hotel, I encountered an unnecessary and complex check-in process, led by a staff member named Antonio. My friend and I were informed that we needed to confirm a reservation letter that was supposedly sent earlier that day. However, after much effort to find it was nowhere to be found. When we sought assistance from the front desk to resend the email to help us check in, Antonio communicated with his supervisor, Vijay, who shockingly stated that he needed to sleep and was not willing to assist us. I am at a loss as to why a senior member of a service industry would refuse to provide support to a customer. We were told we could wait until the next morning to confirm with Vijay, leaving us stranded and helpless. We were given false hope with an offer to solve the problem via private email, but this was retracted. I am still unsure if the reservation email was indeed sent or not, and I would like a clear answer on this matter. This incident caused a significant delay, resulting in the loss of a reservation fee at the Imperial Palace, a Michelin restaurant, which we had planned for that evening. It also forced us to secure another room via Booking.com, meaning we had two rooms booked for the same time period. To add insult to injury, the room we were given, Room 433, was below the standard one would expect from a Hilton Hotel. The air conditioner was noisy, the refrigerator was broken, and there were numerous flying insects in the room. All the food we packed from the Michelin restaurant spoiled due to the faulty refrigerator, costing us an additional £300. I firmly believe that we were intentionally given a subpar room as a form of discrimination. The next day, we were moved to Room 322, which was considerably better. The stark contrast between the two rooms raises serious questions about the treatment we received the previous night. Moreover, my friend's room was cancelled without any reason and without a refund of points used for the booking. The front desk staff made an ambiguous statement that "points are not money," which I found utterly confusing. As Honors members, we value our points as a means to access services within the Hilton chain. This incident seems to contradict the very purpose of the loyalty program. I believe I have been subject to profound racial discrimination and unfair treatment throughout my stay. I am requesting your immediate attention to this matter. I expect a thorough investigation and an explanation for each of the incidents. I would like to revisit Room 433 to confirm the conditions I previously experienced. I also expect a resolution for the unexplained cancellation of my friend's room and the refund of the points used for the booking. I need to receive an apology and compensation
Not a great Hilton - just great location
Pretty historical space vert well located for train/tube. However, hotel was pretty beaten up in public space and rooms. Check In was a bit chaotic although staff were pleasant. Room was an upgrade but you would not know it. More space but no more furniture so empty feel. Bath was refreshed but glass partition in tub was not holding in place - swinging out over toilet. We tried to wedge shut but shower still leaked all over floor. We needed all towels to mop up. How could cleaning staff not notice? Bed and linens were fine
Digesting living experience
It is very bad experience of Hilton London Euston. 1）Hygiene issue It’s very disgusting of the towels. So many fly in the bathroom. All you can see on the picture. 2) The Front office manger customer service It’s terrible and ridiculous!!!!!!! We talk to the Room Supervisors she is kind and know what happen of the issue and help to transfer me to front office manger. First the manager just talk to us via Phone! What?! You should know the hygiene issue is serious from the hotel ! You didn’t come to see ! Your Manger need the customer for ask to come to visit my problem room! We are so angry and can’t accept the offer ! It’s not a money or promotion offer us! How to fix the hygiene problem! Didn’t provide any suggestions! And didn’t listen the customer and respect. Then he told us to come to lobby to discuss. When starting the discussion, he kept typing on his computer. Not only he didn’t listen to us, he didn’t also show his respect to us. We don’t think this is acceptable!!!! Dear Hilton: If this front office manger is in charge your company customer service and hygiene. Please re training him!! Let he know the standards of running a hotel. It’s serious problem.
Perfect city break
This hotel was perfect for my city break with teenage daughters. Really glad I ignored the negative reviews and booked anyway! We had a lovely triple room which was spacious and well equipped. Other reviews have complained about room temperature. Well, I don’t know if this has been a recent improvement, but there was a digital thermostat on the wall of the room which allowed us to set the temp and/or put on air con. Worked perfectly. Breakfast was also excellent and the location was ideal for us - close to Euston station in Bloomsbury, which has lots of little cafes and restaurants as well as museums and the uni. We were able to walk pretty much everywhere and the area felt very safe. We could also leave our bags at the hotel, allowing us to make the most of our last day in London before heading back on the train. The only tiny negative thing I could say is that the street outside can be a little noisy, but that will be the same for all the nearby hotels. All in all, a really good (and good value) stay.
The negatives outweigh the positives
This could have been a review that praised the convenient location, the fine breakfasts, and the excellent housekeeping staff. The stay was weighed in the other direction by the poorly run desk. Although I had emailed the hotel about an early morning arrival for which I had booked the night before (at the email listed on all my communications with the hotel) when I got to the desk, I was told that the reservation had been cancelled and I'd have to rebook at current rates. After speaking to the manager on duty, he said, "It's fixed," and I chose to believe him. The morning of checking out, I saw a charge on my account which when I went to the desk I was told was a "no show" charge. It's difficult to tell someone staying at the hotel that he was a no show, and it's even more difficult to try to settle the issue when one is checking out: one is on his way to someplace. The manager on duty (the same person who responds here on Trip Advisor) at first told me he couldn't print a receipt -- something I've never heard of in over 50 years of traveling. After about 20 minutes, another desk clerk printed me a receipt and the manager (who was then dealing with another customer who had been double charged) walked over and handed me the receipt he refused to print 20 minutes earlier. By the time I was on the train, I contacted Hilton and my credit card company. Yes, the matter was straightened out, but the incompetence and mendacity of the staff is enough to warn others that you might be in for a more work than anticipated to straighten out the situation. Hilton corporate handled everything professionally. If you decide to stay at this hotel, save every piece of paper and every communication. You may need it.