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Hilton London Heathrow Airport Terminal 5 Questions & Answers

Here's what travellers have asked, with answers from Hilton London Heathrow Airport Terminal 5 staff and other travellers.
Answered | Most Recent | Fewest Answers
Seattle

A question for Meredith: Do you believe that your response was helpful for the image of Hilton? I took time out to send my comments and it is very strange that a Hilton GM addresses a concerned Diamond in this way.

"Our website has all the details and our concierge can assist you will all kinds of services." "Our location and how to get to us is very clear." Are you saying that I and other customers are not too bright? We read the website, talk actively with the hotel by mobile phone and it is still a mess. Sir - you are in denial that a problem exists - and refusing to take ownership of it. Heathrow is not the largest airport - but possibly one of the worst managed - and with people like you possibly one of the most unfriendly.

"Unlike in the states, don't assume you can have complimentary buses to hotels." Why not. Hilton has them even at Charles De Gaulle, Paris. (France is, by the way, not in the USA).

"At Heathrow we are prevented from doing so and restricted to the Hoppa Bus - All hotels." Read my review. I stated in advance you would would take this position - and it was not the point of my review. My point is that we are Hilton customers, your customers and you have a real problem - YOUR problem to solve. The good news is that every problem has a solution.

And taking the cake: "certainly MOST of your ideas have been considered"? Meredith, please think about how many ways something like this can be interpreted - most are negative. It was free advice with no personal gain and I did not need to give you any ideas. In the future, consider showing some appreciation to a customer taking time out to help you to improve your product.

1 month ago
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Texas
2 months ago
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Cheltenham, United Kingdom
3 months ago
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Chester, United Kingdom
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Chester, United Kingdom
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Questions? Get answers from Hilton London Heathrow Airport Terminal 5 staff and past guests.

Posting guidelines
Typical questions asked:
  • Can tickets for local attractions be purchased at the front desk?
  • Do you have to pay extra for a mini-fridge?
  • At what time does the pool open each day?