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“How can a hotel & staff destroy your zen and holiday” 1 of 5 bubbles
Review of DoubleTree by Hilton Hotel London - Chelsea

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DoubleTree by Hilton Hotel London - Chelsea
Ranked #156 of 1,087 Hotels in London
Certificate of Excellence
Bucharest, Romania
2 reviews
common_n_hotel_reviews_1bd8 8 helpful votes
“How can a hotel & staff destroy your zen and holiday”
1 of 5 bubbles Reviewed 20 August 2014

The staff was very unfriendly and I felt like I was disturbing them whenever I had a request. Had to call 5 times the reception until they would pick up the phone. Never said hello or smiled when we entered the hotel. Most of the time they were not even present at the reception desk. One of the lifts broke down during our stay and nobody fixed it until we left (about 4 days). Thus the only lift which was running was crowded and driving us crazy because it stopped at every single floor. Housekeeping was a disaster, didn't wash the used glasses or mugs. Every day, the housekeeping was leaving us only 2 towels in a room of 3 persons. The design of the hotel and rooms is poor and not worthy of 4 stars....maybe 2 or 3. Air conditioning was always left on along the halls thus all the cold air was blown through underneath the door during the night causing us colds and headaches. Not only the rooms were not soundproof but every time some "neighbour" on the corridor closed their door, we felt like the walls would collapse on us.

For all this disaster, we paid 160 pounds per night...

Room Tip: You should reconsider your hotel choice
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  • Stayed August 2014, travelled as a couple
    • 3 of 5 bubbles
      Location
    • 2 of 5 bubbles
      Rooms
    • 2 of 5 bubbles
      Service
Helpful?
7 Thank Sorin Ilie M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
DTChelseaMgmt, General Manager at DoubleTree by Hilton Hotel London - Chelsea, responded to this review, 1 September 2014
Dear Sorin llie M,

Thank you for taking the time to write your review of your recent stay with us.

I am very sorry to hear that your experience with us was not up to our normal standards. I am very disappointed to hear that you felt our reception team were not welcoming and I can assure you that this is not at all typical of the service that we strive to provide to all of our guests.
I am aware that we had an issue with one of our elevators during the time that you had stayed with us. We had an engineer attend to this on the same day but unfortunately this part had to be shipped in from overseas, which caused the delay in rectifying the problem. I am extremely sorry that this was the case and can advise you that the elevator is now back in full operation. I can appreciate that this was an inconvenience in getting to and from your room.
With regards to the service that you encountered, I am very disappointed that this was the case and I will be taking your comments to our Operational Management team to ensure that we can improve going forward.
If you would like to discuss this matter further, please do not hesitate to contact myself direct at the hotel on 02074112200 or by email at anthony_barrett@dtchelsea.com and I would be delighted to speak with you.
I do hope that you can take my assurances that we will take your comments on board and that we will have the opportunity to welcome you back to the hotel in the future and be able to prove our normal standards to you.

Kindest regards
Anthony Barrett
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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1,253 reviews from our community

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Rating summary
  • Sleep Quality
    4.5 of 5 bubbles
  • Location
    4 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4.5 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
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English first
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
4 of 5 bubbles Reviewed 19 August 2014

I was disappointed that it took more than two days to repair one of the elevators, in this prestigious hotel. This caused inconvenience to guests, especially as hotel staff were also using the elevators with service trolleys etc. I am surprised that there is not a separate service lift. Breakfast is good and staff efficient and engaging. Room service surcharge of £5 I think is a bit excessive.

  • Stayed August 2014, travelled on business
    • 2 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Review collected in partnership with DoubleTree by Hilton

Helpful?
2 Thank duncanjamesg
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sittingbourne Kent, United Kingdom
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
4 of 5 bubbles Reviewed 14 August 2014

We have a very enjoyable stay at the Hotel. Our room on the 6th floor was spacious and had a view of Imperial Wharf complex. The complex gives access to bars and restaurants. We used the Waterhole bar overlooking the Thames and our meals were good. Service at the Waterhole was excellent

  • Stayed August 2014, travelled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Review collected in partnership with DoubleTree by Hilton

Helpful?
2 Thank Mr Mrs S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Kemble, United Kingdom
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 bubbles Reviewed 13 August 2014

From start to finish the staff took good care of me. The hotel is a good spec but without the stuffy feeling of similarly decent hotels. Really impressed and if I'm ever in the area again would definitely consider this hotel.

  • Stayed August 2014, travelled on business
    • 5 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Review collected in partnership with DoubleTree by Hilton

Helpful?
2 Thank Alistair W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
DTChelseaMgmt, General Manager at DoubleTree by Hilton Hotel London - Chelsea, responded to this review, 1 September 2014
Dear Alistair W,
Thank you for taking the time to write your review of your stay with us, we are so happy that we met your needs so well.

I am delighted to see that the team looked after you to an 'outstanding' level l and that you had such a memorable experience with us.

We look forward to welcoming you back to Chelsea in the very near future.

Kindest regards
Anthony Barrett
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
London, United Kingdom
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
4 of 5 bubbles Reviewed 13 August 2014

A very nice stay good value nice staff hotel very clean, good location do not bring the car parking expensive. Rooms very nice we did not eat in the hotel so cannot comment. Great location very near over ground station good service Tesco Express very near but I wish I had not taken the car.

  • Stayed August 2014, travelled with family
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Review collected in partnership with DoubleTree by Hilton

Helpful?
2 Thank John M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
UK
Level Contributor
69 reviews
23 hotel reviews
common_n_hotel_reviews_1bd8 31 helpful votes
4 of 5 bubbles Reviewed 13 August 2014

Booked this hotel as being close to Chelsea Physic Gardens, which it isn't! It's a very new hotel and, as such, clean and spacious and well-appointed. We have stayed at the DoubleTree in other locations and just stayed here one night. The warm cookies always please guests, but take a look at the calories! There's not much about close by, just a supermarket, although there may be places a short walk away. This is a fairly new regenerated area. The area surrounding the hotel is quiet. It's close to an overground train station, but few other amenities nearby. The room cost £144 for mid-week. We didn't order breakfast and spent very little time in the room, so can't really comment on much. It's a new hotel with comfortable beds, clean and spacious bathroom and (luckily) air con. A few tips: Don't order a cab via reception (i know...but we were in a hurry and no black cabs about) - it's ridiculously overpriced, the driver spent the whole journey talking an unintelligible language on the phone and then got lost. Unlike other reviewers, the staff were unable to help us with directions as they had never heard of the Chelsea Physic Garden and didn't know what lines stopped at the nearby station.

  • Stayed July 2014, travelled as a couple
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Service
Helpful?
4 Thank casandal
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Peterborough, United Kingdom
2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 bubbles Reviewed 12 August 2014

Expedia had cancelled our reservation, and the hotel staff fell over themselves to help us. The issue was rectified within 20 mins, and we couldn't be happier!! Reception, room and restaurant were all VERY clean and every member of staff made us feel relaxed and welcome. The food at breakfast was exceptional. We cannot fault this hotel at all. 10/10!!

  • Stayed August 2014, travelled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Review collected in partnership with DoubleTree by Hilton

Helpful?
2 Thank MadMazzz
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
DTChelseaMgmt, General Manager at DoubleTree by Hilton Hotel London - Chelsea, responded to this review, 13 August 2014
Dear MadMazzz,

Thank you very much for taking the time to write your review of your stay with us last week.

I was delighted to read that you had such a lovely stay with your husband and that the team on reception were able to assist with the booking problem you had so effectively.

Customer care is at the heart of what we provide to our guests so extremely happy to see that we are managing to deliver this to such an exceptional level.

The team and I look forward to welcoming you back down to London in the very near future we hope.

Kindest regards,
Anthony Barrett
General Manager
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 DoubleTree by Hilton Hotel London - Chelsea

Property: DoubleTree by Hilton Hotel London - Chelsea
Address: Imperial Rd | Imperial Wharf, London SW6 2GA, England (Formerly Jurys Inn London Chelsea)
Phone Number:
Region: United Kingdom > England > London
Amenities:
Bar / Lounge Business Centre with Internet Access Free High Speed Internet ( WiFi ) Restaurant Room Service Suites Wheelchair access
Hotel Style:
#107 Family Hotel in London
#124 Luxury Hotel in London
#154 Business Hotel in London
#224 Romantic Hotel in London
Price Range (Based on Average Rates): ££
Hotel Class:4 star — DoubleTree by Hilton Hotel London - Chelsea 4*
Number of rooms: 172
Official Description (provided by the hotel):
Boasting a fantastic location at the acclaimed Imperial Wharf, DoubleTree by Hilton Hotel London - Chelsea is an ideal base in the heart of the prestigious area of Chelsea. From our hotel, guests can explore the eclectic cafes and chic boutiques of Kings Road and Chelsea Harbour; watch a Premiership football match at the Chelsea and Fulham Football Clubs or visit some of London's most popular attractions. ... more   less 
Reservation Options:
TripAdvisor is proud to partner with Booking.com, Priceline, Expedia, Hotels.com, Odigeo and Hilton EMEA so you can book your DoubleTree by Hilton Hotel London - Chelsea 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:
Jurys Inn Chelsea Hotel London
Jurys Hotel Chelsea
Jurys Hotel London

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