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“Abysmal is right”

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Hilton London Metropole
Ranked #578 of 1,063 Hotels in London
GreenLeadersSilver level
Bethesda
Level Contributor
11 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
“Abysmal is right”
Reviewed 9 July 2014 via mobile

We arrived for a 3 day weekend and the hotel immediately got off on the wrong foot. We got into the Hilton honors line where there was no one in front of us. There was a decent line for standard check-in and another desk agent came out to lend a hand. She immediately called someone from the standard line as opposed to acknowledging the Hilton honors guest. I can wait an extra three minutes so no big deal.
Given we had just landed from an overnight flight and spent the entire day touring London we were exhausted when we got back to our room. Not only was the air conditioning not functioning correctly, upon showering the room was filled with a burning rubber smell. Nevertheless, the entire family passed out for a good nights sleep only to be jolted awake at 3 AM by a screeching fire alarm and we were forced to evacuate the hotel.
False alarm and we were allowed back in after 10 minutes. Then the alarm went off again at 6 AM. We didn't evacuate this time but it did take some time to get back to sleep. Until 11 AM when the alarm went off for a third time. WHAT THE HELL?
I went downstairs to address the nonfunctioning AC, the stench from the bathroom after showering and the ridiculous multitude of fire alarms keeping us from a good nights sleep. I found a manager in the lobby and she was tremendously sorry for the inconvenience and found us another room that would hopefully function properly. I promptly got a splinter from the door of the new room to which the manager could only say that she is making my bad day worse. Ha ha! Not funny.
The feeble attempts to rectify the pathetic excuse for a four star hotel the staff at this establishment makes really deserves only one star. I give it two because it's not an absolute dump.

Stayed July 2014
Helpful?
Thank MadHunTri
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
LONMECommsManager, Manager at Hilton London Metropole, responded to this review, 18 July 2014
Dear Guest,

Thank you for taking the time to review our hotel.

We are very disappointed that you did not have an enjoyable stay. Please accept our sincere apologies for any inconvenience caused.
Our Hilton Hhonors guests have dedicated check in counter for priority reasons. The feedback you have provided on your arrival experience was brought to the attention of our Front of House Manager for immediate action.

At Hilton, we consider guest’s safety to be of paramount importance and it is therefore essential that we evacuate the hotel when the alarms sound. Thank you for your co-operation during the unexpected fire evacuation.

It is very concerning that despite your report of the issues you encountered to one of the managers, it appears that the extended resolution wasn’t up to your satisfaction. We always take the opportunity to make it right for our guests. Hopefully, you will give us another chance to do that.

Would you be able to please send us further details so we can look unto these issues again? Please send the following information via e-mail to cbs.londonmet@hilton.com.

a) Confirmation number
b) Date of arrival and departure
c) Name on the booking

We hope that despite your disappointment for this particular visit, you will choose to stay with us again in the future so we can restore your faith in us.

Yours sincerely,

Patrick Kenny
Director of Operations
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Rating summary
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  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
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English first
Reigate, United Kingdom
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 8 July 2014

Myself and my brothers booked a family room and were in town for a concert at Hyde Park. Location is great and hotel room was very modern and spacious. This hotel was excellant value for money and the swim and steam room was appreciated after a few sore heads the following morning.

  • Stayed July 2014, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Hotels & Resorts

Helpful?
1 Thank Kevin W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
LONMECommsManager, Manager at Hilton London Metropole, responded to this review, 9 July 2014
Dear Guest,

Thanks for your review and for taking the time to share it on Tripadvisor.

We are thrilled that you and your brothers had a great stay; the location suited your needs and you found our Livingwell facilities helpful and relaxing.

We believe that you will not hesitate to recommend us to your friends and family.

Thanks again for your kind words and comments. We hope to have the pleasure of welcoming you back in the near future.

Yours sincerely,

Patrick Kenny
Director of Operations
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
London, United Kingdom
1 review
Reviewed 7 July 2014

I checked in for a long weekend and the service was good. The room was bigger than a typical London room. The hotel is fairly central, approximately 15 minutes brisk walk to Hyde Park. Both Edgware Road stations are only a few minutes away and Paddington station is 5 minutes away.

The restaurant on the top floor is fantastic, with incredible views and top notch service. The hotel is located in a very vibrant and multi-cultural part of London, with lots of Lebanese cafes nearby.

Room Tip: Certain high-floor rooms have views of Wembley stadium.
See more room tips
  • Stayed July 2014, travelled solo
    • Location
    • Sleep Quality
    • Service
Helpful?
Thank CityFlyer2014
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
LONMECommsManager, Manager at Hilton London Metropole, responded to this review, 8 July 2014
Dear Guest,

We cannot thank you enough for pointing out all the positive features of our hotel on your review.

We are pleased to read that you had a great stay and found the service in general as good and at the same time satisfied with the bedroom size/condition. An exceptional meal in Minako restaurant is one of the “must do” whilst staying with us. We are delighted that this is one of the highlights of your stay. Finally, we are glad that you found the hotel location as vibrant and multi-cultural.

Once again, thank you very much for your kind comments. We look forward to welcoming you back to the Hilton London Metropole very soon.

Yours sincerely,

Patrick Kenny
Director of Operations
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Mexico City, Mexico
Level Contributor
9 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 7 July 2014 via mobile

Its a very big hotel compared to what we are used to in London, good space in the rooms, we'll cleaned and comfortable to stay the night. It's not the best location but it's good and with the good metro service in London you can get anywhere. The service is good. The only thing is that there is no wi-fi in the rooms you need to get to a public area.

  • Stayed June 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Juanca19
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
LONMECommsManager, Manager at Hilton London Metropole, responded to this review, 8 July 2014
Dear Guest,

Thank you for taking the time to write a positive review of our hotel.

We are delighted that overall we have made you satisfied with your stay. Although we are the largest Hilton in Europe, we pride ourselves in delivering only the best service to our guests. It is fulfilling to know that this is recognised especially when we are labelled as a "very good hotel". Apart from complimentary wifi service in public areas, we also extend the same service to our Hilton Hhonors Gold and Diamond members. Why not join Hilton Hhnors? It’s free of charge to join and there are several benefits extended even to new members.

Thank you for staying with us and we believe that you will not hesitate to recommend us to your friends and family. We look forward on welcoming you back soon.

Yours sincerely,

Patrick Kenny
Director of Operations
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Portsmouth, United Kingdom
Level Contributor
15 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 21 helpful votes
Reviewed 7 July 2014 via mobile

Never have I stayed at a hotel and been treated with as much contempt as my experience at this hotel over the weekend of 4th-6th July 2014.

Arrived on the Friday evening and checked in. The room was nothing special but seemed adequate at first. Then the heat hits you. Faulty air conditioning and windows that cannot be opened.

Several phone calls to reception using the internal phone went unanswered, additional calls using the external phone number also went unanswered.

A walk to the lobby to enquire if the air conditioning could be fixed was met with a statement by the security guard that no one was available to talk to us unless we were prepared to wait 20 minutes at the checkin desk again (the duty manager was sitting in full view less than two meters away).

At this point the duty manager has finished talking to another guest so we think he will speak to us. However, we are curtly informed that whatever the matter is we "are not his problem" and then walked off.

We followed to ask why he wouldn't speak to us. We are informed he has an ill child to take care of. Why can't he arrange for a member of his team to take care of the child, if there was one, or at the very least invite us to wait in the bar area until he is available to come and speak to us?

Surely, as a manager working in the hospitality industry, that would be the very least to expect in terms of service. Clearly not. We are told again that our complaint about the room is "not his problem".

For the record, the duty manager on the night of Friday 4th July was called Kris [--].

He clearly needs an education in how to deal with guests in a supposedly 4 star establishment.

What was originally a minor complaint about the air conditioning immediately became a bigger issue in that the duty manager that night was exceptionally dismissive of his paying guests.

To be dismissed with such contempt is utterly disgraceful. I have received a more personal, courteous service in budget hostels.

I am pleased to say the reception staff were a different story, very polite and apologetic. In fact, they were embarrassed by what we had to tell them of their manager's behaviour.

We were transferred to another room on the executive floor and promised a free mini bar by way of a goodwill gesture.

Upon arrival in the new room, the mini bar was not stocked and there was a note on it saying is was not working, the only content was the previous occupant's stale, stinking food in the fridge. The air conditioning did work but is very noisy.

The "goodwill" disappeared at this point.

Returning to the hotel after a night out, the key card did not work and we had to call for assistance to get into the room. A complete farce.

How this hotel gained 4 star status is a mystery.

Avoid it and stay in another hotel where you will get treated like you actually matter.

Helpful?
1 Thank Pedro_in_Pompey
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
LONMECommsManager, Manager at Hilton London Metropole, responded to this review, 18 July 2014
Dear Guest,

Thank you for your comments.

We recall from a week ago that we already responded to your review. The same identical review was posted on a different social media website.

If there’s anything else we can assist you with, please contact us directly via the e-mail address provided.

Yours sincerely,

Patrick Kenny
Director of Operations
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Worcester, United Kingdom
Level Contributor
34 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
Reviewed 7 July 2014 via mobile

We stayed here for 2 nights mixing a business trip with a family treat to see some sights and a show.

Why we selected this hotel:

Location
Car parking
Hilton brand
Family Room

Booking and check in was very quick and we managed to get allocated a room early which we requested prior to our arrival. The car parking was underneath the hotel which was a plus.

We had breakfast which was very nice which was located near the main lobby.

The room was on the 11th floor of west wing, it was clean and had a view of London (although not the best parts of London). Lina from the hotel had organised some balloons and cakes for a birthday celebration which was a lovely touch.

After a very busy first day we had dinner in the hotel restaurant. The food and service was excellent.

Sadly our good experience started to go down hill :(

The beds were awful, they were noisy and uncomfortable.

We were woken in the early hours by the fire alarm, after about 5 mins we realised the building was being evacuated by other guests. Walking sleepy children down 11 flights was not easy but they were calm. After standing outside for 20 mins some guests started to go back in. Some also started walking up the stairs back to their rooms.

Hilton staff did not appear for 30 mins, one guy turned up and didn't say anything until I asked what was going on. He just said it was ok to go back to the room and a guest had set of the alarm by having a hot shower!

At no point to did the staff take control, reassure or co-ordinate the evacuation. 4 more staff members turned up and stood talking, guests spent a further 30 mins trying to get into lifts back to their rooms. Thank god a fire didn't occur as I'm sure people would have been hurt, left in rooms or even killed. I know it sounds extreme but a hotel of this size should gave very clear processes in place. I was very unhappy about the lack of organisation and poor communication. Even after speaking to another member of staff we didn't feel reassured :(

After returning to our room we were then woken an hour later by the alarm again, we managed to get through to reception who said don't worry about it.

Our second day started off later than planned due to the lack of sleep, we complained about the beds and were moved to the fifth floor. The beds were much better and we got a good nights sleep.

Breakfast on the last day was in the sports bar area and it was very busy.

Overall the hotel was ok, it could do better and I guess your paying £197 per night for the location more than anything else.

At check out we shared our experience and although the guy apologised we were not offered any discounts or complimentary offers.

Stayed July 2014, travelled with family
Helpful?
Thank Pollyanna72
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
LONMECommsManager, Manager at Hilton London Metropole, responded to this review, 8 July 2014
Dear Guest,

Thank you for taking the time to write a review of our hotel.

We are extremely disappointed that your stay did not go well. Our team members do their best to only deliver high quality of service standards. Please accept our sincere apologies that this was not fully met.

Your co-operation during the unexpected fire evacuation is highly appreciated. At Hilton, we consider your safety to be of paramount importance and it is therefore essential that we evacuate the hotel when the alarms sound. Please be assured that our team are well trained to handle such situation. We have taken notes of your valuable comments for consideration.

Our rates vary depending on the level of business. Please refer unto the Hilton website for our promotional room rates. Once again, we do apologise for the inconvenience and would hope that you will visit Hilton London Metropole in the not so distant future so that we can restore your faith in us.

Yours sincerely,

Patrick Kenny
Director of Operations
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Eilat, HaDarom, Israel
Level Contributor
3 reviews
Reviewed 7 July 2014

We were staying at the Hilton Metropole in London for 4 nights with our grandchild that hurt his foot badly 2 days before the tour. He needed a wheelchair to move around and a strong antibiotic medicine to fight the infection. Unfortunately the housekeeping maid threw away the medicine and the bandages by mistake and we've found out that we don't have antibiotics and bandages to dress his foot late at night. The duty manager Kris took responsibility to help. He sent his assistant to the pharmacy to get bandages and cheesecloth and the very next morning he took us to the hospital to get the prescription for the antibiotics. He did not leave until he was sure that everything was settled although it was away behind his shift. I can only praise the way Kris and all the staff pitched in to help. Things can happen by mistake. I'm sure the housekeeping maid did not mean any harm. You can only judge the way the hotel management handle the situation to get the best solution. I think Kris did his utmost in a very professional way. Beside that, the room was perfect and clean. the breakfast is great and so is the location. We had a very good time.

  • Stayed July 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Ze'ev T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
LONMECommsManager, Manager at Hilton London Metropole, responded to this review, 8 July 2014
Dear Guest,

We cannot thank you enough for your kind comments on Tripadvisor.

We will relay your feedback to Kris who will be glad to know that his efforts contributed to your enjoyable stay. We at the Hilton London Metropole take pleasure in creating moments of magic for our guests. We are pleased that we were able to do so for you. Your feedback with regards to housekeeping service has been forwarded to our Executive Housekeeper for immediate review and action.

Thank you staying with us and we cannot wait to welcome you back soon.

Yours sincerely,

Patrick Kenny
Director of Operations
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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