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“Dreadful Hotel and Staff couldn't care less”

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Hilton London Metropole
Ranked #580 of 1,067 Hotels in London
GreenLeadersSilver level
London, United Kingdom
Level Contributor
13 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 23 helpful votes
“Dreadful Hotel and Staff couldn't care less”
Reviewed 18 November 2013

Stayed on Fri 15th Nov 2013.
Lady at check in was delightful but that is where any positivity ended. The room I was allocated was utterly appaling: it was tiny, overlooked Euston Road and had no sound proofing as far as I could tell as all I could hear were police sirens through the night; the bathroom looked like something from a Victorian Blackpool guest house and the wardrobe was some pieces of chipboard painted white and stuck on the wall by the door of the room. The whole place resembled a student flat. I tried to change my room but got nowhere.
The executive lounge was very small, not enough seating by miles for the number of guests and the staff couldn't care less: I heard the man at the door say to a customer "There aren't any seats, it's just tough, it's first come first served." No attempt at all by the exec lounge staff to ask lone customers seated at tables for 4 to move, just downright unhelpful attitude.
I have had a Diamond Card with Hilton for several years but that didn't count for anything. It was one of the worst experiences I have had and I will never, ever stay at this hotel again.

  • Stayed November 2013, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank starlightminor
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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English first
Leeds, United Kingdom
1 review
Reviewed 18 November 2013

Due to the fact we were looking after a very elderly gent( and one other )it did take a lot of juggling to get rooms which were suitable for our needs and moved a number of times,with compromises on our part. the service was good over all but breakfast was also effected by are many room changes,not the best start to our break.

  • Stayed November 2013, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Hotels & Resorts

Helpful?
Thank Harry W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Marketingteam, Manager at Hilton London Metropole, responded to this review, 20 November 2013
Dear Harry W ,
Thank you for your review. Having read your review it was disappointing to see that you left the hotel a little unhappy with your experience. We do our best to ensure each guests time in the hotel is exceptional and apologize for any inconvenience that may have marred your stay. We hope to have the opportunity to welcome you back for an improved stay in the near future. Kind Regards,
Rebecca Barr
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Copenhagen, Denmark
Level Contributor
98 reviews
22 hotel reviews
common_n_hotel_reviews_1bd8 33 helpful votes
Reviewed 18 November 2013

The standard of the rooms is nice and the hotel is pretty nice, albeit a bit expensive.

Located right by Edgware Road tube station, you're only 10-15 minutes away from Oxford Circus and Piccadilly, ideal location for a weekend trip. A cab home is less than £10.

  • Stayed November 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Kasper-Copenhagen
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Marketingteam, Manager at Hilton London Metropole, responded to this review, 20 November 2013
Dear Kasper-Copenhagen,
Thank you for your review. We are pleased to note that you enjoyed your stay at Hilton London Metropole ad that the quality of service you experienced met with your expectations. We appreciate you taking the time to write a review and find your feedback beneficial. We look forward to welcoming you back to Hilton London Metropole on your next visit to London.
Kind Regards,
Rebecca Barr
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Leicester, United Kingdom
Level Contributor
44 reviews
33 hotel reviews
common_n_hotel_reviews_1bd8 34 helpful votes
Reviewed 18 November 2013 via mobile

Having last stayed at this hotel 3years ago we were very impressed with the new look,the reception and bar area are very much improved.Breakfast was very enjoyable with a wide variety to choose from,only fault would be swimming pool was rather cold. The hotel is quiet a way from centre therefore a taxi fare of around £10-12 into centre but other than that an enjoyable stay

Stayed November 2013
Helpful?
Thank Wayned685
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Toronto, Canada
Level Contributor
191 reviews
49 hotel reviews
common_n_hotel_reviews_1bd8 154 helpful votes
Reviewed 17 November 2013

Our room was elegant and clean.
Not all the electrical plugs worked. They had English, European and North American plugs; the English ones worked but the NA ones did not. Still, the thought of having different plugs was good.
There was minimal light in the bathroom. Generally bathrooms should be illuminated more like surgical suites than like seance parlours, but not in this case.
To location was good, minutes from Paddington station.
The breakfast starts at 0630, not early enough for our morning departure.

  • Stayed October 2013, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank intrepid1406
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Essex/London
Level Contributor
141 reviews
40 hotel reviews
common_n_hotel_reviews_1bd8 57 helpful votes
Reviewed 17 November 2013

Whilst the welcome from the staff and the very modern reception was impressive, behind the bedroom door wasn't so impressive. Will think twice before using Hilton again.

Old and damaged mattress
Noise from the drains throughout the night
Room and hallways had an awful smoke/cigarette smell which had been masked by air-freshener
No way to get fresh air in to the room as windows all locked

I've stayed in much better hotels for less in London.

Room Tip: If the have newer rooms I'd ask for one of those!
See more room tips
  • Stayed November 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Jonesy_Chelmsford
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
London, United Kingdom
1 review
Reviewed 16 November 2013

The hotel is used a lot as a conference venue but if you do not need to be there consider some other optionsin London. Outdated rooms and bathroom, poor airco, poor insulation. USP is that it is at walking distance of Paddington Station (0.4 mile) so in total 30 minutes from Heathrow with the Express.

  • Stayed November 2013, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Hotels & Resorts

Helpful?
Thank Oscar W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Marketingteam, Manager at Hilton London Metropole, responded to this review, 18 November 2013
Dear Oscar W,
Thank you for your review. Having read your review it was disappointing to see that you left the hotel a little unhappy with your experience. We do our best to ensure each guests time in the hotel is exceptional and apologize for any inconvenience that may have marred your stay. We hope to have the opportunity to welcome you back for an improved stay in the near future. Kind Regards,
Rebecca Barr
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Hilton London Metropole

Property: Hilton London Metropole
Address: 225 Edgware Road, London W2 1JU, England
Phone Number:
Region: United Kingdom > England > London > Paddington / Maida Vale
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#38 Green Hotel in London
#344 Luxury Hotel in London
Price Range (Based on Average Rates): £££
Hotel Class:4 star — Hilton London Metropole 4*
Number of rooms: 1059
Official Description (provided by the hotel):
Just 10 minutes' walk from the West End and Oxford Street and a 10 minute tube ride from Westfield Shopping Centre, the Hilton London Metropole hotel is the ideal destination for the business and leisure guest. All Hilton London Metropole hotel rooms offer wireless internet access. Choose an Executive Room or one of our Suites for complimentary Executive Lounge access. Wireless internet access is available free of charge in all public areas of the hotel. *Continuing refurbishment of the Tower Guest Rooms will take place in phases beginning on 18 January 2016. Works will take place between 9am - 5pm. Every effort will be made to minimize any disruption to Guests. Please be advised that on Sunday 28 August and Monday 29 August there will be planned power outages in the area. The power outages will affect the East Wing on Sunday and the West Wing on Monday from 1 pm - 7 pm at which time guests will not be able to access these rooms. The Tower Wing will not be affected. During this time every effort will be made to minimise any disruptions to guests. ... more   less 
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Also Known As:
Hilton London Metropole Hotel London
Hilton Metropole London
London Hilton

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