I've stayed at this hotel a few times now and never had any real problems before. On this occasion, in May 2014, on our final night there was a problem with our bathroom light. The concierge desk were excellent and got maintenance up to check immediately, but it couldn't be fixed (it being a Sunday), so we were moved to another room.
We had booked and paid for a deluxe twin room, but when we were moved, our new room was considerably smaller. Having stayed in the hotel multiple times before, in different rooms on a variety of floors, I know the difference between a deluxe room and a (smaller) standard room.
I raised this issue immediately with staff on reception, who dismissed and ignored my concerns with an almost literal "computer says no" response, insisting that the room was a deluxe room even though it very plainly was not. When checking out the next morning, I again noted that we had been given a standard room when we paid for a deluxe room, and was told that "the computer" said the room was deluxe so it must have been. I even offered to go up and look at the room with a member of staff, so they could see for themselves that it was a standard room, whatever the computer might say, but this was apparently beyond the receptionist's comprehension, so she chose to ignore it.
The receptionist eventually discounted the cost of my parking (£27), but it felt more like an attempt to get me to shut up and go away than recognition that my complaint had any validity, and didn't make up the difference in cost between the room we paid for and the room we received.
I also left a comment card detailing this incident, with my name, room numbers, and contact details, but have received no response as yet. Hence this review.
I understand that mistakes happen, and wouldn't have minded if my complaint had been treated with the slightest bit of respect. Instead I felt dismissed and ignored, which is extremely disappointing and not at all what one would expect of any customer service based establishment, never mind a Hilton.
It was particularly disappointing because the hotel staff have always been very good in the past, and the concierge desk in particular were very helpful, both when we raised the issue of the bathroom light problem (as above), and later when I realised I had left my jacket in our previous room and they helped me retrieve it.
Apart from that, the (deluxe) room was good, except that we couldn't work the air conditioning as there were no instructions, and charging for wifi access in this day and age seems unnecessarily mercenary, although there is at least wifi available in the lounge bar. The breakfast was okay but nothing special, and the conference facilities are good. Parking is rather expensive, but the restaurant and lounge bar offer good menus and reasonable prices for food (drinks are expensive, but that's to be expected).
I am back again in July, so I can't complain too much. But it is a shame when poor customer service lets down an otherwise good establishment. I hope in future reception staff will give more consideration to guests' concerns when they are raised, rather than viewing us as an inconvenience, and perhaps room 5057 could be looked at by someone who can tell the difference between a deluxe and a standard room so it can be reclassified on the computer and no one else who books a deluxe room will end up getting less than they paid for.
- Official Description (provided by the hotel):
- Hilton Birmingham Metropole is a well-connected and easily accessible Hotel in walking distance to Birmingham International Station linking to Birmingham Airport. Regular complimentary shuttle ensures guests will only be minutes from the airport and railway station. Park & Fly options are available at the hotel. With a great location next to the National Exhibition Centre (NEC) and LG Arena, it is an ideal choice for attending events and fairs and from 2015 attending the Resorts World Complex with Casino, shopping outlets and Cinema. The hotel provides superior leisure facilities onsite with Ocean Rooms Spa, LivingWell Health club featuring Fitness Room, Indoor heated pool, Sauna and Steam room. Food and Beverage Outlets include two restaurants and a 24 hour Lounge Bar, with Room Service available all day long. Free Wifi is available in Public Areas. For those travelling as a family, enjoy dedicated family rooms accommodating 2 adults and 2 children as well as children-friendly amenities and services. Easily accessible by rail, road and air networks , the hotel is at the hub that connects Birmingham International Airport and the International Railway station with the M42, M6 and M40. Birmingham City Centre and Regional attractions such as Warwick Castle, Cadbury World and Stratford-upon-Avon are easily accessible. The hotel is also largest accommodation and convention centre outside London with 790 guest rooms and suites, 33 flexible function rooms for meeting and events from 2 to 2,000 people and an experience team. This is where it all happens. ... more less
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- Also Known As:
- Hilton Birmingham Metropole Hotel Birmingham
- Birmingham Hilton