Hilton London Bankside {GBR}
Sep 24, 2021, 5:26 am
#167
Join Date: May 2009
Location: UK
Posts: 3,951
Oct 1, 2021, 8:40 am
#168
Join Date: Oct 2012
Location: London
Programs: BAEC Gold, *A Gold, Hertz President's Circle, HHonors Diamond
Posts: 529
Stayed here again a few times. Another terrible experience this time.
No Honors benefits provided (no room upgrades despite loads showing on the app), Exec lounge access didn't work), miscommunication from staff on food service times in the restaurant and room service which meant no evening meal for me, refused to let Uber eats deliver to the hotel, staff shut down the bar early and said they'd run out of beer then served stuff up once a group walked in, that noisy group shouting and swearing in the lobby bar late evening (staff doing nothing), spoke to two managers who didn't do anything about any of this, emailed general managers and concierge (no reply, apology, or service recovery). They also told a stranded customer there were no rooms available when plenty were for sale online.
I really want to like this hotel but it's massively overrated, the service is shoddy and management disinterested.
No Honors benefits provided (no room upgrades despite loads showing on the app), Exec lounge access didn't work), miscommunication from staff on food service times in the restaurant and room service which meant no evening meal for me, refused to let Uber eats deliver to the hotel, staff shut down the bar early and said they'd run out of beer then served stuff up once a group walked in, that noisy group shouting and swearing in the lobby bar late evening (staff doing nothing), spoke to two managers who didn't do anything about any of this, emailed general managers and concierge (no reply, apology, or service recovery). They also told a stranded customer there were no rooms available when plenty were for sale online.
I really want to like this hotel but it's massively overrated, the service is shoddy and management disinterested.
Oct 1, 2021, 11:37 am
#169
Join Date: Nov 2017
Posts: 18
Completely different recent experience to the previous post.
Hilton Gold status recognised at check in and upgraded from standard to deluxe twin. Offered glass of Prosecco during check in as well.
Also had perk of added to exec lounge access as staff knew we were celebrating an anniversary.
So booked a basic room and effectively ended up with upgrade, plus exec lounge plus free drink plus free breakfast due to status.
Excellent stay. Fantastically efficient maid service and breakfast as good as ever.
Staff helpful and courteous.
I have stayed here many times and to me it feels that the hotel is as good as ever.
Hilton Gold status recognised at check in and upgraded from standard to deluxe twin. Offered glass of Prosecco during check in as well.
Also had perk of added to exec lounge access as staff knew we were celebrating an anniversary.
So booked a basic room and effectively ended up with upgrade, plus exec lounge plus free drink plus free breakfast due to status.
Excellent stay. Fantastically efficient maid service and breakfast as good as ever.
Staff helpful and courteous.
I have stayed here many times and to me it feels that the hotel is as good as ever.
Oct 1, 2021, 5:01 pm
#170
Join Date: Oct 2012
Location: London
Programs: BAEC Gold, *A Gold, Hertz President's Circle, HHonors Diamond
Posts: 529
Completely different recent experience to the previous post.
Hilton Gold status recognised at check in and upgraded from standard to deluxe twin. Offered glass of Prosecco during check in as well.
Also had perk of added to exec lounge access as staff knew we were celebrating an anniversary.
So booked a basic room and effectively ended up with upgrade, plus exec lounge plus free drink plus free breakfast due to status.
Excellent stay. Fantastically efficient maid service and breakfast as good as ever.
Staff helpful and courteous.
I have stayed here many times and to me it feels that the hotel is as good as ever.
Hilton Gold status recognised at check in and upgraded from standard to deluxe twin. Offered glass of Prosecco during check in as well.
Also had perk of added to exec lounge access as staff knew we were celebrating an anniversary.
So booked a basic room and effectively ended up with upgrade, plus exec lounge plus free drink plus free breakfast due to status.
Excellent stay. Fantastically efficient maid service and breakfast as good as ever.
Staff helpful and courteous.
I have stayed here many times and to me it feels that the hotel is as good as ever.
Sorry to be so blunt, the management are awful and liars. You couldn’t pay me to stay here.
Oct 1, 2021, 5:58 pm
#171
Join Date: Apr 2016
Programs: BAEC, Flying Club, HHonors, Gold Passport, IHG Rewards, Le Club Accor, Club Carlson
Posts: 323
Find this to be one of the best Hilton's in London. Always upgraded due to Diamond status (usually base to Junior Suite; this includes a complimentary mini bar), they have a very decent lounge in comparison to most UK Hilton's, breakfast I find is very good. Swimming Pool and Gym are decent and I don't have any trouble with sound or anything.
Only things that I haven't had is an in room amenity but as I usually get the Junior Suite with mini bar I don't think that is outrageous. As for the staff I would conceded that maybe they're not the most friendly, but I always find them efficient and professional. That said, I have never needed management.
Only things that I haven't had is an in room amenity but as I usually get the Junior Suite with mini bar I don't think that is outrageous. As for the staff I would conceded that maybe they're not the most friendly, but I always find them efficient and professional. That said, I have never needed management.
Oct 2, 2021, 12:27 am
#172
Join Date: Nov 2009
Posts: 284
Always upgraded, always welcomed amazingly well, always a good spread in the lounge/breakfast. Room has a generous shower, two sets of shower gel etc, amazingly good bed with great linen. I’ve spoken to GM but never needed him.
Last edited by residentx; Oct 4, 2021 at 2:38 am
Oct 2, 2021, 3:21 am
#174
FlyerTalk Evangelist
Join Date: Oct 2001
Location: Falkirk, Scotland,VS Red, BA Gold, HH Diamond,UK Amex Plat
Programs: Master of the Privy Purse des Muccis
Posts: 17,910
Oct 2, 2021, 11:02 am
#175
Join Date: Sep 2009
Posts: 1,105
Stayed here again a few times. Another terrible experience this time.
No Honors benefits provided (no room upgrades despite loads showing on the app), Exec lounge access didn't work), miscommunication from staff on food service times in the restaurant and room service which meant no evening meal for me, refused to let Uber eats deliver to the hotel, staff shut down the bar early and said they'd run out of beer then served stuff up once a group walked in, that noisy group shouting and swearing in the lobby bar late evening (staff doing nothing), spoke to two managers who didn't do anything about any of this, emailed general managers and concierge (no reply, apology, or service recovery). They also told a stranded customer there were no rooms available when plenty were for sale online.
I really want to like this hotel but it's massively overrated, the service is shoddy and management disinterested.
No Honors benefits provided (no room upgrades despite loads showing on the app), Exec lounge access didn't work), miscommunication from staff on food service times in the restaurant and room service which meant no evening meal for me, refused to let Uber eats deliver to the hotel, staff shut down the bar early and said they'd run out of beer then served stuff up once a group walked in, that noisy group shouting and swearing in the lobby bar late evening (staff doing nothing), spoke to two managers who didn't do anything about any of this, emailed general managers and concierge (no reply, apology, or service recovery). They also told a stranded customer there were no rooms available when plenty were for sale online.
I really want to like this hotel but it's massively overrated, the service is shoddy and management disinterested.
Don’t get me wrong, the staff we encountered were really good, however, we were a little early for check in yesterday, so we just dropped off our bags and returned later. No status benefits at all and saw others being offered Prosecco during check in, but nothing was given to us, although not a big issue.
I like the location and the decor of the hotel is pleasing to the eye.
I booked a not so cheap exec-room with lounge access. Lounge staff were great and the food and drink on offer was reasonable, which is more than can be said for the couple who thought it would be acceptable for everyone in the lounge to listen to their conversation with their pals on loud speaker.
Also, the woman who thought it was fine to sit in the lounge this morning wearing her dressing gown should have been dressed appropriately. I have seen lounge staff in Asia remove people for the same issue.
The jury is out as far as I am concerned, but I think the price point would need to be right before staying here again.
Oct 2, 2021, 1:40 pm
#176
Join Date: Oct 2012
Location: London
Programs: BAEC Gold, *A Gold, Hertz President's Circle, HHonors Diamond
Posts: 529
I just checked out today and I am undecided.
Don’t get me wrong, the staff we encountered were really good, however, we were a little early for check in yesterday, so we just dropped off our bags and returned later. No status benefits at all and saw others being offered Prosecco during check in, but nothing was given to us, although not a big issue.
I like the location and the decor of the hotel is pleasing to the eye.
I booked a not so cheap exec-room with lounge access. Lounge staff were great and the food and drink on offer was reasonable, which is more than can be said for the couple who thought it would be acceptable for everyone in the lounge to listen to their conversation with their pals on loud speaker.
Also, the woman who thought it was fine to sit in the lounge this morning wearing her dressing gown should have been dressed appropriately. I have seen lounge staff in Asia remove people for the same issue.
The jury is out as far as I am concerned, but I think the price point would need to be right before staying here again.
Don’t get me wrong, the staff we encountered were really good, however, we were a little early for check in yesterday, so we just dropped off our bags and returned later. No status benefits at all and saw others being offered Prosecco during check in, but nothing was given to us, although not a big issue.
I like the location and the decor of the hotel is pleasing to the eye.
I booked a not so cheap exec-room with lounge access. Lounge staff were great and the food and drink on offer was reasonable, which is more than can be said for the couple who thought it would be acceptable for everyone in the lounge to listen to their conversation with their pals on loud speaker.
Also, the woman who thought it was fine to sit in the lounge this morning wearing her dressing gown should have been dressed appropriately. I have seen lounge staff in Asia remove people for the same issue.
The jury is out as far as I am concerned, but I think the price point would need to be right before staying here again.
I watched the Prosecco and it’s pretty inconsistent who gets offered it.
Oct 3, 2021, 1:45 pm
#180
FlyerTalk Evangelist
Join Date: Oct 2001
Location: Falkirk, Scotland,VS Red, BA Gold, HH Diamond,UK Amex Plat
Programs: Master of the Privy Purse des Muccis
Posts: 17,910
Of course I think from sn earlier post you can get items from oxbo whilst hsving breakfast in the lounge.
looking forward to a report in due course
Regards
tbs