Hilton London Canary Wharf {GBR}
Feb 15, 2018, 2:46 pm
#166
Join Date: Jun 2013
Location: norwich, uk
Programs: hhonors diamond
Posts: 5,397
Me too, ive been thinking that for a while, the baileys did disappear briefly but is now back, it's probably just a matter of time.....I'm also thinking if they had card entry with the desk actually staffed and room numbers checked !.......it should be staffed regardless due to folk wanting to check in/out ( as advertised on their website)........ there ya go.....I guess we will see.
Feb 20, 2018, 4:06 pm
#167
Join Date: Feb 2018
Posts: 30
Stayed here once again this weekend.
Booked the cheapest room available on a prepay rate during the HHonors winter sale. Didn't use the OLCI facility but did notice via the app that I had been pre-allocated a “preferred room” in the lowest class. Much more importantly, despite having forgotten to arrange early check in, the room was ready and waiting for me shortly after 10am which I was very pleased with.
Check in was quick and polite, recognition of status and welcomed back by name etc.
Usual dead swan on the bed
and a polite note from housekeeping although they did fail to deliver my requested pillows on day one they provided them on day two.
I no longer book lounge access at this hotel and if I was given it I would not use it (I tend to be here at weekends). I checked in at the middle desk in the lobby and couldn't prevent myself from overhearing the conversation that the agent on my left was having with a foreign male tourist. She was aggressively trying to sell him on “Unlimited food and drink in the lounge whenever you want it for your whole stay for Ł35”. When he seemed reluctant she pushed again and again emphasising that “it's definitely worth it when you think about all of the free food and drink, as much as you want, alcohol too”.
So the lounge issues at this hotel continue and assurances that this lounge upselling had stopped at Christmas are clearly untrue as this was just a few days ago. The lounge is shortly closing for refurb which will include access being restricted to key card, but this won't solve anything whilst the cheap upgrades are being oversold. The problem isn't that guests without access are sneaking in, it's that guests are being actively encouraged to exploit the lounge.
Having got that off my chest, I had an excellent stay. I do enjoy my time at this hotel, it's clean it's modern, it's in an amazing area and other than the lounge it has a great feel and the staff are usually very good. It's still one of my favourites.
4.5/5 (Just stop it with the lounge!)
Booked the cheapest room available on a prepay rate during the HHonors winter sale. Didn't use the OLCI facility but did notice via the app that I had been pre-allocated a “preferred room” in the lowest class. Much more importantly, despite having forgotten to arrange early check in, the room was ready and waiting for me shortly after 10am which I was very pleased with.
Check in was quick and polite, recognition of status and welcomed back by name etc.
Usual dead swan on the bed
and a polite note from housekeeping although they did fail to deliver my requested pillows on day one they provided them on day two.I no longer book lounge access at this hotel and if I was given it I would not use it (I tend to be here at weekends). I checked in at the middle desk in the lobby and couldn't prevent myself from overhearing the conversation that the agent on my left was having with a foreign male tourist. She was aggressively trying to sell him on “Unlimited food and drink in the lounge whenever you want it for your whole stay for Ł35”. When he seemed reluctant she pushed again and again emphasising that “it's definitely worth it when you think about all of the free food and drink, as much as you want, alcohol too”.
So the lounge issues at this hotel continue and assurances that this lounge upselling had stopped at Christmas are clearly untrue as this was just a few days ago. The lounge is shortly closing for refurb which will include access being restricted to key card, but this won't solve anything whilst the cheap upgrades are being oversold. The problem isn't that guests without access are sneaking in, it's that guests are being actively encouraged to exploit the lounge.
Having got that off my chest, I had an excellent stay. I do enjoy my time at this hotel, it's clean it's modern, it's in an amazing area and other than the lounge it has a great feel and the staff are usually very good. It's still one of my favourites.
4.5/5 (Just stop it with the lounge!)
Feb 21, 2018, 1:29 am
#168
Join Date: Jan 2007
Location: Somewhere in Europe
Posts: 3,362
I don't think the issue is that they are overselling the upgrades, it's more a case of the calibre of guest they are selling them to.
Unless they are selling "Lounge access only" upgrades the numbers would presumably be the same as if the hotel had been full and every lounge access included room had been sold.
The selling it as an all you can eat bar and buffet is the biggest problem along with what would appear to be very little profiling of the guest before pushing it although I acknowledge that profiling doesn't always work. I've seen people come into lounges in the past and thought "They are trouble" then they have sat quietly in the corner through happy hour with nothing stronger than a bottle of sparkling water.
Unless they are selling "Lounge access only" upgrades the numbers would presumably be the same as if the hotel had been full and every lounge access included room had been sold.
The selling it as an all you can eat bar and buffet is the biggest problem along with what would appear to be very little profiling of the guest before pushing it although I acknowledge that profiling doesn't always work. I've seen people come into lounges in the past and thought "They are trouble" then they have sat quietly in the corner through happy hour with nothing stronger than a bottle of sparkling water.
Feb 21, 2018, 1:47 am
#169
Join Date: Jun 2013
Location: norwich, uk
Programs: hhonors diamond
Posts: 5,397
Stayed here once again this weekend.
Booked the cheapest room available on a prepay rate during the HHonors winter sale. Didn't use the OLCI facility but did notice via the app that I had been pre-allocated a “preferred room” in the lowest class. Much more importantly, despite having forgotten to arrange early check in, the room was ready and waiting for me shortly after 10am which I was very pleased with.
Check in was quick and polite, recognition of status and welcomed back by name etc.
Usual dead swan on the bed and a polite note from housekeeping although they did fail to deliver my requested pillows on day one they provided them on day two.
I no longer book lounge access at this hotel and if I was given it I would not use it (I tend to be here at weekends). I checked in at the middle desk in the lobby and couldn't prevent myself from overhearing the conversation that the agent on my left was having with a foreign male tourist. She was aggressively trying to sell him on “Unlimited food and drink in the lounge whenever you want it for your whole stay for Ł35”. When he seemed reluctant she pushed again and again emphasising that “it's definitely worth it when you think about all of the free food and drink, as much as you want, alcohol too”.
So the lounge issues at this hotel continue and assurances that this lounge upselling had stopped at Christmas are clearly untrue as this was just a few days ago. The lounge is shortly closing for refurb which will include access being restricted to key card, but this won't solve anything whilst the cheap upgrades are being oversold. The problem isn't that guests without access are sneaking in, it's that guests are being actively encouraged to exploit the lounge.
Having got that off my chest, I had an excellent stay. I do enjoy my time at this hotel, it's clean it's modern, it's in an amazing area and other than the lounge it has a great feel and the staff are usually very good. It's still one of my favourites.
4.5/5 (Just stop it with the lounge!)
Booked the cheapest room available on a prepay rate during the HHonors winter sale. Didn't use the OLCI facility but did notice via the app that I had been pre-allocated a “preferred room” in the lowest class. Much more importantly, despite having forgotten to arrange early check in, the room was ready and waiting for me shortly after 10am which I was very pleased with.
Check in was quick and polite, recognition of status and welcomed back by name etc.
Usual dead swan on the bed
and a polite note from housekeeping although they did fail to deliver my requested pillows on day one they provided them on day two.I no longer book lounge access at this hotel and if I was given it I would not use it (I tend to be here at weekends). I checked in at the middle desk in the lobby and couldn't prevent myself from overhearing the conversation that the agent on my left was having with a foreign male tourist. She was aggressively trying to sell him on “Unlimited food and drink in the lounge whenever you want it for your whole stay for Ł35”. When he seemed reluctant she pushed again and again emphasising that “it's definitely worth it when you think about all of the free food and drink, as much as you want, alcohol too”.
So the lounge issues at this hotel continue and assurances that this lounge upselling had stopped at Christmas are clearly untrue as this was just a few days ago. The lounge is shortly closing for refurb which will include access being restricted to key card, but this won't solve anything whilst the cheap upgrades are being oversold. The problem isn't that guests without access are sneaking in, it's that guests are being actively encouraged to exploit the lounge.
Having got that off my chest, I had an excellent stay. I do enjoy my time at this hotel, it's clean it's modern, it's in an amazing area and other than the lounge it has a great feel and the staff are usually very good. It's still one of my favourites.
4.5/5 (Just stop it with the lounge!)
Feb 21, 2018, 2:21 am
#170
Join Date: Jan 2007
Location: Somewhere in Europe
Posts: 3,362
Sadly nothing significant is going to be done until something bad happens and with reports of racial and aggressive behaviour in recent weeks that probably isn't far off.
@TheVengefulTraveller - welcome to FT, also enjoying your reviews.
Feb 21, 2018, 3:49 am
#171
Join Date: Jun 2013
Location: norwich, uk
Programs: hhonors diamond
Posts: 5,397
It's probably easier to fob you off and hope that on your next visit things aren't as bad than actually do something about it.
Sadly nothing significant is going to be done until something bad happens and with reports of racial and aggressive behaviour in recent weeks that probably isn't far off.
@TheVengefulTraveller - welcome to FT, also enjoying your reviews.
Sadly nothing significant is going to be done until something bad happens and with reports of racial and aggressive behaviour in recent weeks that probably isn't far off.
@TheVengefulTraveller - welcome to FT, also enjoying your reviews.
Last edited by wizla; Feb 21, 2018 at 6:01 am
Feb 21, 2018, 6:02 am
#173
Join Date: Jun 2013
Location: norwich, uk
Programs: hhonors diamond
Posts: 5,397
Feb 21, 2018, 3:26 pm
#174
Join Date: Feb 2018
Posts: 30
@TheVengefulTraveller - welcome to FT, also enjoying your reviews.
I think that the disappointing thing is that they can't just be upfront about it. They could just choose to say thanks for your opinion but look this is the business model we are going with, but instead they tell us that the upgrades have stopped and that they care about the issue etc, but its clearly a lie. I don't see how they are making any money on these lounge upgrades anyway when they sell it as an all you can eat and drink party and they are driving away loyal customers to boot.
Feb 21, 2018, 5:22 pm
#175
Join Date: Nov 2014
Location: London
Programs: BAEC Silver, HH Diamond, Radisson Gold, IHG Gold, Marriott Gold, Shangri La Jade
Posts: 264
I don't think the issue is that they are overselling the upgrades, it's more a case of the calibre of guest they are selling them to.
Unless they are selling "Lounge access only" upgrades the numbers would presumably be the same as if the hotel had been full and every lounge access included room had been sold.
The selling it as an all you can eat bar and buffet is the biggest problem along with what would appear to be very little profiling of the guest before pushing it although I acknowledge that profiling doesn't always work. I've seen people come into lounges in the past and thought "They are trouble" then they have sat quietly in the corner through happy hour with nothing stronger than a bottle of sparkling water.
Unless they are selling "Lounge access only" upgrades the numbers would presumably be the same as if the hotel had been full and every lounge access included room had been sold.
The selling it as an all you can eat bar and buffet is the biggest problem along with what would appear to be very little profiling of the guest before pushing it although I acknowledge that profiling doesn't always work. I've seen people come into lounges in the past and thought "They are trouble" then they have sat quietly in the corner through happy hour with nothing stronger than a bottle of sparkling water.
Feb 22, 2018, 1:19 am
#177
Join Date: Jan 2007
Location: Somewhere in Europe
Posts: 3,362
I think I acknowledged very clearly that I had got my assumptions completely wrong, you have no idea how I arrived at my assumptions as I gave absolutely no indication of their appearance/attitude/manner when they walked in the door. Yes it may be wrong but unfortunately it happens and I will not be the only one that does it.
Glad to hear it, as you can see from the reviews from others it's not been the norm over the last few weeks.
Glad to hear it, as you can see from the reviews from others it's not been the norm over the last few weeks.
Feb 22, 2018, 7:32 am
#178
Join Date: Feb 2018
Programs: Hilton Honors diamond
Posts: 403
Feb 22, 2018, 7:43 am
#179
Join Date: Jun 2013
Location: norwich, uk
Programs: hhonors diamond
Posts: 5,397
Feb 22, 2018, 12:44 pm
#180
Join Date: Feb 2018
Programs: BA Silver, Hilton Gold, Accor Silver
Posts: 259
Thought I'd add my thoughts on my recent two visits. I stayed in mid January and also last week. Both on Friday nights.
There was quite a good spread of food in the lounge and it was very busy on both evenings I was there. Same hot food - Fish goujons with chips and some samosas. Last week they had some spring rolls and also some fortune cookies on the front desk which was a nice touch. Last week the lounge was so busy that several people had to wait for a place to sit, and a couple decided to eat and drink on the computer desks. I'd recommend coming at 6pm to be sure of a good place to sit. No rowdy behaviour on either visit luckily. Last week access to the lounge was by keycard in the evening, the door was closed. All other times the door was kept open.
What was good was that they kept refilling food to make sure it didn't run out. Noticed this at afternoon tea and also the evening snacks. Last week there was also a guy making cocktails next to the nespresso machine...although he only had bottles of gin so I guess he was making fancy G&Ts with some bits of fruit in them...the old biddies in the lounge were quite happy slurping them through the happy hour haha They kept opening bottles of cava so that didn't run out. They had baileys on both visits.
Breakfast in the restaurant was good, not too busy. Last week they had glasses of Bucks Fizz which I didn't get during my visit in January.
Last Saturday though there was a noisy trio of office girls having a booked afternoon tea using groupon in the lounge. You could probably hear them cackling down at the reception desks!
There was quite a good spread of food in the lounge and it was very busy on both evenings I was there. Same hot food - Fish goujons with chips and some samosas. Last week they had some spring rolls and also some fortune cookies on the front desk which was a nice touch. Last week the lounge was so busy that several people had to wait for a place to sit, and a couple decided to eat and drink on the computer desks. I'd recommend coming at 6pm to be sure of a good place to sit. No rowdy behaviour on either visit luckily. Last week access to the lounge was by keycard in the evening, the door was closed. All other times the door was kept open.
What was good was that they kept refilling food to make sure it didn't run out. Noticed this at afternoon tea and also the evening snacks. Last week there was also a guy making cocktails next to the nespresso machine...although he only had bottles of gin so I guess he was making fancy G&Ts with some bits of fruit in them...the old biddies in the lounge were quite happy slurping them through the happy hour haha They kept opening bottles of cava so that didn't run out. They had baileys on both visits.
Breakfast in the restaurant was good, not too busy. Last week they had glasses of Bucks Fizz which I didn't get during my visit in January.
Last Saturday though there was a noisy trio of office girls having a booked afternoon tea using groupon in the lounge. You could probably hear them cackling down at the reception desks!