Do not hold your breath. In one year things have changed. The enthusiasm of the staff seems to have gone and there appears to be a significant turnover rate as well.
Sent an e-mail week before my current stay to ask for a twin room instead of a king room as my nephew wanted to visit London. No reply ever. Called in 3 days before the stay and the lady with very snappy tone told that it would cost me more. I then mentioned that a diamond guest can have another person staying in the same room for free. A twin room was arranged - deluxe from 7th floor with free refreshments (one orange juice, two bottles of water, and one Coca Cola). Check in 10:30 AM was allowed.
Check in lady mentioned that it was my 15th stay in the property. The welcome gift was a small metal jar filled with hard candy. Unimpressive.
As my meetings last often till late and I am not able to enjoy the EL, I went to front desk asking for a drink chit. The fellow told he would have to ask from his superior and asked me to sit down and wait. Actually he went to loo and came back a moment later just to tell that I can have as many drinks in the Distillery Bar as I wish - as long as I pay them myself. 16 pounds for a gin and tonic seems kind of steep. But there is a Tesco and Sainsbury's right outside the front door of hotel for thirsty and stingy customers.
First morning had the breakfast at main restaurant. No complaints, friendly faces, friendly service, coffee brought to table, and sufficient selection. Did not bother the chef, but what I recall from earlier stays, omelettes and extras were to be paid separately. Second morning tried the EL breakfast around 7 AM. Two members of staff there replenishing the scarce offerings, no good morning, no offer to order anything. Self service coffee, croissants, cold cuts, cheese, and yogurt it was.
Edge lost, but still a good choice among London Hiltons if the price is right (seldom nowadays).
It seems like Diamond members are treated like Royalty here while the rest of us (including Gold's like me) are just the paupers. Stayed here in early December and while I liked the modern design of the hotel and rooms, I was not impressed by the service or amenities. Even staying on a "quiet" weekend, I was told that no upgrade to the "lounge" level were available for me which meant no lounge benefits. I was told that the hotel is generally 95% occupied so if you want your elite benefits, I'd suggest going somewhere else unless you REALLY need to be in this area (there's not much nightlife within a short distance so it's primarily business or Tate Modern visitors). For reference, I'm told that Gold's have a "lounge" benefit during the week from Sunday evening to Thursday evening which basically involves them going to a segregated area of the restaurant where they are offered drinks (don't know if they're alcohol or free or what). Also, you are supposed to get 50% off food items during the "lounge" hours (although if you had my experience with the staff, good luck!)-----I don't believe that Gold's get access to the Executive Lounge as this was not indicated to me.
Front desk staff was hit or miss for me----I always got a good morning or welcome back when I entered the lobby but other than Isabel at the front desk, there was no genuine warmth or willingness to assist. The rooms are quite large----more American style than European and quite comfy. Bathroom amenities are the standard Hilton Peter Roth which I don't find to be a luxury or high-end offering. Housekeeping and security staff were excellent. Where I fault them was the restaurant staff which I found to be aloof, lazy and definitely not attentive. I had breakfast there several times and after they bring you the coffee/juice, they basically disappear----sometimes physically but even when they're standing right in front of you, they neither offer to refill drinks (you can use the coffee machine or go get your own juice) nor ask if you need anything. The chefs making the made-to-order items are the friendliest staff in the room. It doesn't get better in the evening as I sat for 10 minutes watching servers standing around like deers in headlights while not one of them came to take my order. Worse was when I witnessed a manager ask a server (happened to be mine, an older gentleman who disappeared for most of my meal) to go assist a table that had just been seated. The server was pretending to clear a table (that wasn't his) and loudly complained to the manager that he was busy. Really???
I had a choice between staying at the Conrad or the Bankside during my stay and chose Bankside because it was a newer hotel and in a less touristy location. I realize now that I probably made a mistake based on the service and lack of Gold benefits at this property.