I, like so many before me on here (why did I not check this sooner!?) am a gold hilton honors member and used this hilton for its proximity to Euston station. I told myself after the last visit I would never stay here again after I booked a double room and found myself being offered a single room at the front of the hotel on a very noisy road and barely slept a wink! The previous time before that I had DREADFUL customer service from what I can only describe as apathetic staff, and a receptionist who's English was so poor I could barely understand her. Then when I booked breakfast to be sent to my room at 6.30am, I received a call (at 6.30am!!!!) to my room to ask me lots of questions about what I meant by "no dates" and "wholemeal bread"! Not difficult requests I would have thought!? Meaning breakfast was not with me until 7pm.
But it was my recent and LAST visit that was the worst when I stupidly thought I'd give them one more chance to get it right.
I had been out for dinner with clients and didn't get to the hotel until 11.15pm. I was on a very early train the next day, so was looking forward to getting my head down. I walked into reception and asked to check in only to be told "let me just get the manager". Alarm bells started ringing.
The night manager appeared only to tell me that due to a FLOOD, my room was not available and they needed to move me to a hotel 3 miles away. AT 11.15pm at night!!!
The hotel was apparently fully booked and so "there was nothing they could do about it". That was actually the language they used. Not, "I'm terribly sorry" or "we really hate to do this to you, can I do anything to help". No, just a shrug of the shoulders and "there is nothing we can do".
I asked to see the affected room, only to be told that they couldn't show me as it was being worked on!
That old chestnut. I have travelled the world enough to know when I am being spun a line and indeed I have even heard this excuse before when hotels overbook and then push people out to cheaper, lower standard hotels when they are full and make more money and avoid having empty rooms if people cancel on the day. The night manager would not confirm or deny this. I would not expect this from the hilton chain.
I then asked that why they made no effort to tell me before I arrived that this was the case? They claimed they did not have my contact details. As a hilton honors member, they have my contact details and indeed, through my work we book through a travel agent and they had received no notification. As such, I can only conclude that they made no effort to contact me.
At 11.15pm at night they were counting on me having no alternative. I declined their offer and called my firms emergency number and found an alternative at the Thistle hotel in Euston. I was lucky that I could do this, others may not have been. That said, the Thistle hotel is not of the same standard as a Hilton and was a lot smaller and yet, at that time of night, was more expensive. Again - no apology or offer to compensate me for this inconvenience. They felt that arranging a hotel 3 miles away was all they had to do.
So by the time I got to my hotel and had checked in, it was after midnight and I was so angry and worked up that once again, I got a dreadful nights sleep.
All in all, don't bother with the dreadful hotel. Poor service, lack of care and blatant focus on the money and not on the service.
- Official Description (provided by the hotel):
- Chic and central, Hilton London Euston is ideally located in the heart of the capital. Set in a stunning restored Victorian building, the hotel boasts seven meeting rooms, a bar and a restaurant set in a beautiful Victorian conservatory. Euston station is just 5 minute walk away and the Eurostar service at St Pancras Station is only a 10-minute walk away. Start the day with breakfast at Mulberry's Restaurant. Hire a bicycle at Waterloo and ride along the Thames to London attractions such as the Tate Modern. See the lights come up over the city from the London Eye before dinner at the hotel's Woburn Place Dining Room. Experience our enticing outlets, host a banquet on the Woburn terrace and finish with a nightcap at the hotel's bar. Book a modern Hilton Room at Hilton London Euston hotel or upgrade to a spacious Deluxe Room. All rooms offer wireless internet access. NOTICE: During the final stages of our refurbishment programme, we are working on various parts of the hotel, including the 4th and ground floors. As a result our main entrance is being altered from 13 February for up to 6 weeks during which period an alternative entrance is provided to guests. All of our available guest rooms are now fully refurbished. We continue to work towards minimizing the disruption to our guests as much as possible. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Hotels.com, Ctrip TA, Expedia, TripOnline SA, Ebookers, Evoline ltd, HotelQuickly, 5viajes2012 S.L., getaroom.com and Cancelon so you can book your Hilton London Euston 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 Euston Hotel London
- London Hilton