Hilton London Metropole {GBR}
May 28, 2023, 8:03 am
#751
FlyerTalk Evangelist
Join Date: May 2000
Location: أمريكا
Posts: 26,763
Booked a renovated room. The rooms are fine but showing some wear. No upgrade even though the app was offering paid upgrades to 20-30 other rooms.
Sink was not draining so I called maintenance. They came while I was out but didn't fix the problem.
The next day the shower and even sink cold water tap was coming out scalding hot. Had to speak to multiple agents before finally a supervisor said they knew about the problem and it was affecting the entire tower section. No time to resolution.
I am checking out tomorrow but have a prepaid reservation there again in a few days, I've requested to cancel/refund but the supervisor said that would require a higher level manager to approve, should get an update this evening.
Pretty shocking how little this property seems to care about guest service. No comp offered for anything.
This is a convenient location for my business travel and it's the first time I'm visiting since the renovation. Will not be back.
Sink was not draining so I called maintenance. They came while I was out but didn't fix the problem.
The next day the shower and even sink cold water tap was coming out scalding hot. Had to speak to multiple agents before finally a supervisor said they knew about the problem and it was affecting the entire tower section. No time to resolution.
I am checking out tomorrow but have a prepaid reservation there again in a few days, I've requested to cancel/refund but the supervisor said that would require a higher level manager to approve, should get an update this evening.
Pretty shocking how little this property seems to care about guest service. No comp offered for anything.
This is a convenient location for my business travel and it's the first time I'm visiting since the renovation. Will not be back.
May 31, 2023, 11:05 am
#752
Join Date: Jun 2022
Location: Glasgow
Programs: Hilton Lifetime Diamond
Posts: 55
Apologies for the lateness of my update, been a trifle busy.
Originally booked a standard queen, in anticipation of a decent upgrade. Was offered multiple paid upgrades, which I ignored and on the day of arrival, was upgraded to a King Executive prior to arrival.
When I arrived, I announced myself and the receptionist asked to wait a moment and she scurried away into the back office, only to return the guest services manager who welcomed us with a huge smile and a firm handshake, which was a nice touch.
The room was a "refurbished" room on the 6th floor in the East Wing. The room was "fine" but nothing spectacular. It was disappointing to have a balcony which wasn't accessible, neither were any of the windows able to be opened. Not that it mattered because we were on the shady side of the building, which made the room a little dull all the time, as it never saw any direct sunlight. Having had an un-refurbished room the last time I stayed here in the tower building, it was an improvement but nothing more. There's a double shower in the (smallish) bathroom, which was positioned in such a way that the door could open just beyond half way before it hit against the sink counter, so not particularly practical and caused my wife some access issues, given she recently had a knee replacement and I'd specifically confirmed that the room had a walk in shower.
The lounge was quieter than the last time I was there but still had a decent offering in the wines and spirits department, also a couple of beer options as well. The food was so, so, nothing great, a couple of hot options, 1 usually a veggie such as onion bhaji and a non-veggie, like meatballs, but these were dried out and looked burnt. When I brought this to the attention of the host, he was very apologetic and would go and speak to the chef, the result of which was even more of the same! The remainder of the buffet was cold meats, cheeses etc. The did have some nice desserts, such as creme brulees etc.
All in all, a decent, if not spectacular stay but nothing that would put me off staying there again, with its close proximity to Paddington station and Little Venice.
Originally booked a standard queen, in anticipation of a decent upgrade. Was offered multiple paid upgrades, which I ignored and on the day of arrival, was upgraded to a King Executive prior to arrival.
When I arrived, I announced myself and the receptionist asked to wait a moment and she scurried away into the back office, only to return the guest services manager who welcomed us with a huge smile and a firm handshake, which was a nice touch.
The room was a "refurbished" room on the 6th floor in the East Wing. The room was "fine" but nothing spectacular. It was disappointing to have a balcony which wasn't accessible, neither were any of the windows able to be opened. Not that it mattered because we were on the shady side of the building, which made the room a little dull all the time, as it never saw any direct sunlight. Having had an un-refurbished room the last time I stayed here in the tower building, it was an improvement but nothing more. There's a double shower in the (smallish) bathroom, which was positioned in such a way that the door could open just beyond half way before it hit against the sink counter, so not particularly practical and caused my wife some access issues, given she recently had a knee replacement and I'd specifically confirmed that the room had a walk in shower.
The lounge was quieter than the last time I was there but still had a decent offering in the wines and spirits department, also a couple of beer options as well. The food was so, so, nothing great, a couple of hot options, 1 usually a veggie such as onion bhaji and a non-veggie, like meatballs, but these were dried out and looked burnt. When I brought this to the attention of the host, he was very apologetic and would go and speak to the chef, the result of which was even more of the same! The remainder of the buffet was cold meats, cheeses etc. The did have some nice desserts, such as creme brulees etc.
All in all, a decent, if not spectacular stay but nothing that would put me off staying there again, with its close proximity to Paddington station and Little Venice.
Jul 5, 2023, 4:21 am
#753
Join Date: Jul 2005
Location: London, ARN, HEL, ..... or MAN
Programs: BA GGL / GFL, Mucci Diamond!, HH Diamond, Radisson Premium, IHG Gold, Hertz Gold
Posts: 5,905
Stayed here last night and had a litany of issues unfortunately.
Room not ready until nearly 7pm so with my day as it was, this meant that I couldn't check in earlier as I had planned so needed to check in at 11pm. Despite having been offered dozens of paid upgrades on the app which I ignored, miraculously none apparently available at checkin. Actually having read the post above, I'm almost happy that there was no upgrade as my tiny but very clean refurbished King room was at least on a very high floor.
No concierge which was a problem as they were storing my bag for me. After 10 mins waiting at the concierge desk which is a long way from the checkin area, I went to the diamond area of checkin to ask for them to call the concierge and, despite there only being one customer in front of me, it took 15 minutes to get to the desk - they said they would arrange for my bag to be delivered to the room.
Half an hour later, no bag so I called the front desk to ask again. Bag eventually arrived pretty much an hour after I first went to the concierge desk to ask for it, just after midnight.
Then finally tried to sit down and work at the desk to find that the plug sockets have been placed so close to the desk that it's impossible to plug in my Macbook Pro which isn't exactly an unusual type of laptop.
What struck me was how very busy this hotel is, even at 11pm - and how few staff were available at that time to deal with all of the guests.
Room not ready until nearly 7pm so with my day as it was, this meant that I couldn't check in earlier as I had planned so needed to check in at 11pm. Despite having been offered dozens of paid upgrades on the app which I ignored, miraculously none apparently available at checkin. Actually having read the post above, I'm almost happy that there was no upgrade as my tiny but very clean refurbished King room was at least on a very high floor.
No concierge which was a problem as they were storing my bag for me. After 10 mins waiting at the concierge desk which is a long way from the checkin area, I went to the diamond area of checkin to ask for them to call the concierge and, despite there only being one customer in front of me, it took 15 minutes to get to the desk - they said they would arrange for my bag to be delivered to the room.
Half an hour later, no bag so I called the front desk to ask again. Bag eventually arrived pretty much an hour after I first went to the concierge desk to ask for it, just after midnight.
Then finally tried to sit down and work at the desk to find that the plug sockets have been placed so close to the desk that it's impossible to plug in my Macbook Pro which isn't exactly an unusual type of laptop.
What struck me was how very busy this hotel is, even at 11pm - and how few staff were available at that time to deal with all of the guests.
Jul 5, 2023, 6:46 pm
#754
Join Date: Mar 2011
Location: Aberdeenshire
Programs: BA Exec Silver, Aeroplan, Hilton Honors Gold
Posts: 1,127
I had an okay stay here for one night, booked a few hours before I arrived due to a cancelled flight. I agree about how busy the lobby is all of the time. Room is a good size and seemed fairly good.
Jul 5, 2023, 9:22 pm
#755
Join Date: Aug 2002
Location: YYZ
Programs: BA Gold/Marriott Gold/HH Diamond/IC Plat Amba
Posts: 5,992
Oct 1, 2023, 7:35 am
#756
Join Date: Aug 2007
Location: KUO
Programs: HH Diam, AY/AX/KQ/IHG/VISA Plat, SK/Bonvoy/Melia/Strawberry Gold, Radisson Prem, PP Prest
Posts: 2,266
Couple of stays here lately. The restaurants have been renovated and changed owner since before Covid. No bar on top of the Tower Wing any more. Lessons of Arabic were being arranged in one of the restaurant lounges...
Both times early check in was hoped for and became declined. However, the rooms in West Wing were ready around 2 PM to settle in. The front desk personnel either clueless or upright rude with standard answers of being full and about the check in times at 15 and out at 12. Even one hour postponement of check out was impossible to negotiate. The way to communicate was the Hilton App.
The exec. lounge is in temporary location, as I understood. Cafeteria style and roomy. Offerings in the evening were satisfactory and I did not notice congestion. Very international clientele! Three wines and regular hard boozes for drinks. Two hot alternatives, salads, cheeses, and cold cuts. Nice deserts.
Breakfast downstairs at "Tyburn kitchen" was ok only for my first stay. Second time the hotel was full and and so was the breakfast room - a zoo of locusts. Almost made me to try the lounge, which I did not.
These were points only stays, so I am happy with the outcome. But my second visit made me strongly to reconsider Conrad, Tower Bridge, and Bankside in the future. Nihilistic Paddington is out of the question.
Both times early check in was hoped for and became declined. However, the rooms in West Wing were ready around 2 PM to settle in. The front desk personnel either clueless or upright rude with standard answers of being full and about the check in times at 15 and out at 12. Even one hour postponement of check out was impossible to negotiate. The way to communicate was the Hilton App.
The exec. lounge is in temporary location, as I understood. Cafeteria style and roomy. Offerings in the evening were satisfactory and I did not notice congestion. Very international clientele! Three wines and regular hard boozes for drinks. Two hot alternatives, salads, cheeses, and cold cuts. Nice deserts.
Breakfast downstairs at "Tyburn kitchen" was ok only for my first stay. Second time the hotel was full and and so was the breakfast room - a zoo of locusts. Almost made me to try the lounge, which I did not.
These were points only stays, so I am happy with the outcome. But my second visit made me strongly to reconsider Conrad, Tower Bridge, and Bankside in the future. Nihilistic Paddington is out of the question.
Oct 1, 2023, 7:59 am
#757
Join Date: Jun 2022
Location: Glasgow
Programs: Hilton Lifetime Diamond
Posts: 55
I’m surprised to hear that the executive lounge is in a temporary location, because it’s not been very long since the old swimming pool was converted into the new lounge.
Is this not where is currently is?
Is this not where is currently is?
Oct 1, 2023, 8:06 am
#758
Join Date: Aug 2007
Location: KUO
Programs: HH Diam, AY/AX/KQ/IHG/VISA Plat, SK/Bonvoy/Melia/Strawberry Gold, Radisson Prem, PP Prest
Posts: 2,266
[QUOTE=RetiringSoon;35627224]I’m surprised to hear that the executive lounge is in a temporary location, because it’s not been very long since the old swimming pool was converted into the new lounge.
Is this not where is currently is?[/QUOTE
East wing, second floor, right next to the elevators. No windows to outside except in roof... I do not think there has been a swimming pool before in the same place.
Is this not where is currently is?[/QUOTE
East wing, second floor, right next to the elevators. No windows to outside except in roof... I do not think there has been a swimming pool before in the same place.
Oct 1, 2023, 9:51 am
#759
FlyerTalk Evangelist
Join Date: Oct 2008
Posts: 11,589
That's where it was when I was there. I didn't realise that was temporary.
It was as per this post https://www.flyertalk.com/forum/34006673-post685.html
It was as per this post https://www.flyertalk.com/forum/34006673-post685.html
Oct 1, 2023, 2:57 pm
#761
Join Date: Apr 2018
Location: Berkshire UK (LHR)
Programs: BA & Accor Gold | Hilton Diamond
Posts: 145
Yeah I can confirm the written material handed out to guests during the renovation (i.e. in 2021) explained they were permanently moving the Exec Lounge to the ex-swimming pool area, which was the glass roofed part in the 'middle' of the East Wing. It is not designed to be temporary - it was built with its own kitchen facilities etc. I have visited the new lounge on about 15 stays since it re-opened and it has always been satisfactory. They expand into the normally-closed 'meeting room' space behind the bar when it gets over-crowded at happy hour.
Oct 2, 2023, 12:20 am
#763
Join Date: Aug 2007
Location: KUO
Programs: HH Diam, AY/AX/KQ/IHG/VISA Plat, SK/Bonvoy/Melia/Strawberry Gold, Radisson Prem, PP Prest
Posts: 2,266
Yeah I can confirm the written material handed out to guests during the renovation (i.e. in 2021) explained they were permanently moving the Exec Lounge to the ex-swimming pool area, which was the glass roofed part in the 'middle' of the East Wing. It is not designed to be temporary - it was built with its own kitchen facilities etc. I have visited the new lounge on about 15 stays since it re-opened and it has always been satisfactory. They expand into the normally-closed 'meeting room' space behind the bar when it gets over-crowded at happy hour.
.
Oct 5, 2023, 6:26 am
#765
Join Date: Jul 2005
Location: London, ARN, HEL, ..... or MAN
Programs: BA GGL / GFL, Mucci Diamond!, HH Diamond, Radisson Premium, IHG Gold, Hertz Gold
Posts: 5,905
Was at the Metropole last night. I arrived about 6pm and I have never in my life seen so many people queuing to check in. The whole lobby area was full of queues of people, including probably 15 people queuing for the Gold / Diamond desk and probably 30 people queuing for the regular check in.
Thank goodness for Digital Keys. I was just happy to get to my very small "deluxe" room. The fact that the room is so small that it's not possible to walk fully upright between the bottom of the bed and the TV was something that I accepted as a "feature" of the hotel.. apparently it's Hilton's largest hotel outside of the USA.
Thank goodness for Digital Keys. I was just happy to get to my very small "deluxe" room. The fact that the room is so small that it's not possible to walk fully upright between the bottom of the bed and the TV was something that I accepted as a "feature" of the hotel.. apparently it's Hilton's largest hotel outside of the USA.