As you can see from the rating this will not be a happy review.
I will start off by saying this is possibly the worst hotel experience I have ever had, which is quite an achievement as I have been electrocuted at the Crowne Plaza London and witnessed and attempted murder at the Stay Inn in Manchester.
It started when I arrived at the Hilton Hotel in Stansted on the 12th of August 2014. my company had booked my a hotel for the night as I was down on business. having spend 8 hours driving and had many meetings I was looking forward to relaxing at the hotel.
The first thing that struck me was the smell. a musty smokey smell that said someone is smoke inside.it turns out that down the side corridor where my room was located people would smoke outside. It seems the air conditioning just recycled the stale acrid air and pumped it in to the rooms.
Next was the room, there was a dirty pair of socks on the floor, left presumably from the previous occupier. the large stain in the shower curtain and a huge spider. the spider I can forgive as they get everywhere but the rest wouldn't have taken any time at all to sort out.
I decided to use the gym, I needed a pond coin for the locker, the bar said they couldn't open the till without a purchase and Id have to queue behind the 7 people who just arrived to get a coin as no one could be bothered to be at the desk at he fitness centre. So 15 minutes later I get my coins and makes my wait to the fitness centre that smelled slightly of mold.
The sauna was not very warm, neither was the steam room.
A quick shower and back to my room.
I went to the restaurant to met by a stand in waitress who was unable to give me basic allergy information without running to the chef after every single question. however when the food arrived it was very nice and great value for money so zero complaints there.
The final straw, the main one that led to me writing this review was the sheer danger in the room. there is a step between the bathroom and sleeping area. there are no warning signs stating there is a step, no brightly coloured step to highlight there is a lip there is just dark coloured step around 1 inch high.
I caught my nail on my 2nd toe on this and it ripped off. the pain was incredible. There was blood everywhere having sliced in to my toe. I managed to wrap it in tissues and hobble to the phone to ask for a first aider. One arrived after about 10 minutes, they were friendly enough, stuck a plaster on my toe pressing the nail back on. they told me a housekeeper would be along to clean the blood up. No one arrived. after a mostly sleepless night of pain I gets up for work. I went to get a shower, in the bathroom sill covered in blood. the toilet blocked with bloody tissues which when flushed leaked water on the floor. I was also told that someone would take a statement at reception the next day. No one did this, I checked out without so much as an inquiry, further highlighting the lack of communication in this poor excuse for a hotel.
At breakfast in the morning I once again asked about the gluten free options available, I was told she didn't know, I suggested the waitress ask the chef, I was told "well Ill try but she is Lithuanian" Like this meant anything, surely if you have hired someone who cook for your guests they would know the English language and understand about allergies.
All in all this is the worst experience I have had at a hotel. I will have to under go surgery to remove the rest of the nail, days of pain from a dangerous room which is poorly designed and cleaned and staff that seem to have trouble with a very basic level of communication.
I would be very very worried about elderly or children in these rooms, my colleague stubbed her toe as well, she was lucky enough to be in shoes, she commented on how dangerous this design was, she was in a different room, clearly this hazardous design is a running theme. be very wary if you have older people with you or children, this could literally be the end of your vacation if they trip and injure themselves.
I will never stay here again despite being here regularly on business.
I didn't bother to complain to the hotel chain, try googling Hilton UK complains and see how far you get and you see will see what I mean. this company clearly care nothing about the customer experience and want to make it as difficult as possible to remedy issues.
This is why my comments are here. do not book, this si a dangerous hotel, poor staff training, poor communication
- Official Description (provided by the hotel):
- Discover Novotel London Stansted Airport ideally located near the terminal and just a 30 minute train ride from central London. The airport offers a regular shuttle service to and from the terminal building. Enjoy spacious and airy bedrooms with a separate work area and flat screen TV. Relax in our bar with garden terrace or restaurant serving a variety of international dishes. After a long day, energize in the fitness centre available 24 hours a day. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Hilton EMEA, Booking.com, TripOnline SA, Lastminute, Hotels.com, Agoda, Expedia, Ebookers, HotelsClick, Cancelon, 5viajes2012 S.L., HotelQuickly and Evoline ltd so you can book your Novotel London Stansted Airport reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.
- Also Known As:
- Hilton London Stansted Airport Hotel Stansted
- Hilton International Stansted
- Hilton Stansted
- Stansted Hilton
- Novotel London Stansted Airport Stansted Mountfitchet, Essex