We visited the Hilton Bath City from London for a weekend away in late June. We were only staying one night and were travelling by train so opted for this hotel primarily due to location and also because we had confidence in the Hilton brand.
It was a special occasion so after looking at the various options available, I opted to go for the bigger Deluxe room at just over £200 - full price as we were booking at short notice. The website promised that the room would be bigger, we'd get a larger bed, separate office area and larger bathroom, together with "mini cake bites" and still and sparkling water.
When we arrived, the room didn't look very big, the bed seemed to be smaller than our bed at home (which is a standard double bed), there was no office area and the bathroom was unremarkable and a bit smelly. I am embarrassed to say I resorted to checking for the "mini cake bites" to see whether it was in fact a Deluxe room. There were none and there was only one bottle of water. We didn't really care if there were cake bites or extra water (or a separate office area), but I used this as the primary excuse to check with the concierge that we hadn't been allocated a standard room in error. We were assured by the slightly patronising desk staff that our room was a Deluxe room, that the bed was in fact bigger and that there was an error on the website which is supposed to have been corrected to the effect that mini cake bites were no longer available. We were sent some biscuits and an extra bottle of water.
Our stay was pleasant enough, the breakfast was nice and the bed was fairly comfortable. The location is also excellent and Bath is a lovely city to visit. The hotel could do with being a bit cleaner and possibly remodernised. The reason that I would probably not go back (there are other hotels which are even more centrally placed) is that I feel embarrassed and disappointed at having been taken in by false advertising of a nicer room and it was definitely not worth the money. I sent detailed feedback on my experience to the Hilton over 3 weeks ago and have received no acknowledgement or response. It's unfortunate as I've always viewed the Hilton brand as a safe bet, but it's clear that they do not seem to value customer service/feedback they way that they used to (and I'm only 30!).
- Official Description (provided by the hotel):
- Comfortable 173 bedroom hotel with an excellent city centre location, located 10 minutes from the railway station and close to Bath Rugby Ground. Beautiful views from our Restaurant of Pulteney Bridge, overlooking the River Avon. Please kindly note the hotel does not own a car park. Parking is available in the local vicinity and there are 3 Park & Ride options, please speak with our Reception Team for details. Facilities available in the hotel are gym, meeting rooms, restaurant, room service, lounge and bar area. ... more less
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- Also Known As:
- Hilton Bath City Hotel Bath
- Bath Hilton Hotel