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“Never Again!!!!!!”
1 of 5 bubbles Review of Hilton Glasgow

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Hilton Glasgow
Ranked #30 of 96 Hotels in Glasgow
Certificate of Excellence
Dalry, United Kingdom
Level Contributor
72 reviews
29 hotel reviews
common_n_hotel_reviews_1bd8 46 helpful votes
“Never Again!!!!!!”
1 of 5 bubbles Reviewed 9 June 2012

Not wishing to write a drawn out and tedious review (although that may be difficult) let me bullet point the issues here, following our visit earlier this year.

* Accommodation - credit where credit is due, bedroom area in room (2011) was beautifully decorated. Bathroom, not so much. With flaking paint and mould around the bath did not entice either of us to relax in the bath. Facilities in here also, i.e the telephone & TV speaker - both out of order - so really what was the point of having these?? (Pictures attached).

* Leisure Club. Clean facilities however, inside one of the ladies changing room lockers had a dried in red liquid. Whether it was nail varnish is yet to be advised, but it looked more like dried blood (Picture attached).

* Restaurant (dinner). With no option apart from a buffet, this wasn't what we expected in a 4 star hotel. I personally would prefer either an A La Carte or Table d'hôte menu, but neither were on offer - really not a standard I would have thought on paying such a high rate.

This wasn't the main issue with the restaurat though. Myself and partner were seated next to a mezanine level in the restaurant, which was two icebuckets held together with a black bin bag to put scraps from diners left overs into. (Pictures attached). To say this put us off our meal is an understatement. So not only did we have to have a buffet meal, personally, I couldn't eat it since I was facing everybody elses leftovers.

By breakfast time, we were seated up on the mezanine level for breakfast, this time, at the other side of the left overs station - therefore, this appeared to be the ongoing standard.

It is fair to say that the hotel appeared to be going through renovations at the time - but is a service station of a black bin bag situated between two icebuckets really a 4 star standard??

* General Facilities :-
1) As this was our Valentines weekend, we requested an ice bucket and 2 glasses to be sent to the room, only to be advised there was a £3.50 "tray charge" for this! For a bucket of ice & two glasses? I'd understand if this was for breakfast or for room service, but seriously?? For a bucket of ice & glasses.....no thanks! Having worked in the hotel industry now for 22 years - I find this completely unacceptable. If the reason is because it's a large hotel and if many guests asked for this facility then it would be more work for staff, then I'm sorry, but as a guest, this wouldn't be my problem!

2) Staying with tray charges, we would have liked to have had breakfast in bed. However, a £6.00 charge PER tray, resulting in a £12.00 charge over and above the dinner, bed & breakfast rate we were already paying was yet again, not acceptable. We would have been happy to pay £6.00 in total, but double the amount! And again, if the reason is that this would be more work for staff...then not my problem!

3) A letter in the room advised that if you were not down for breakfast by 9.30am, then you should expect to queue! So therefore, if you didn't want to queue, you either had to be down early OR pay the £12.00 tray charge for breakfast. So we had no choice but to get up early on the Sunday morning that was meant to be our Valentines weekend! Restful? Not entirely!

4) Iron didn't work properly resulting in water leaking over clothes when trying to use the iron.

5) Remote control for the TV was held together at the back with black sticky tape. Why? Not the kind of standard I'd accept and I would have assumed that spare remotes would held in the hotel and not "fixed" with sticky tape"


* Customer Service (or lack of it)
With all of the above in mind, I wrote, as I was advised to, to the company complaints department (dated 20th February) to "Nattalie Grant, Guest Assistance Specialist / Advance Purchase Coordinator" who was based in America, no less - and to this date, I have NEVER received a response.

Becuase of the lack of response from Natallie, I then wrote to "Stacy S. Shearouse - Director - Guest Assistance/HHonors Customer Care" again, based in America as advised, and lo & behold, we are now in June and STILL have not received a response.

Is this how Hilton really treat their customers? I am really disappointed in the standards in Glasgow but above all the so called Customer Care department, which in our minds....quite frankly, couldn't care less!!

So if this is really what you are looking for in a romantic weekend away - then go and book with the Hilton!!

Room Tip: Refurbished bedrooms are beautiful.
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  • Stayed February 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank MerchantMiller
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Lisa L, Manager at Hilton Glasgow, responded to this review, 20 June 2012
Dear MerchantMiller,

Thank you for taking the time to review your stay in February at Hilton Glasgow and for the level of detail in your review.

While we were happy to hear your comments on your bedroom , we see there were many things that prevented you from having a positive experience with us.

I have informed our Head Housekeeper with regards your feedback on the bathroom area within your room and can confirm that this has now been remedied.

In regards to the restaurant, rest assured, this is not the level of service that our loyal guests have come to expect from our hotel and we have taken action to ensure it does not happen again.
On a positive note, we are pleased to let you know that we have completed our enhancement programme in Morblas and now offer an A La Carte menu.

We are consistently reviewing our products and services that we offer to our guests, I can confirm that tray charges are standard across the Hilton Brand however I will pass on your comments.


Your feedback has been shared with our management team and all areas detailed within your review will be included in our on-going assessment of product and services.

I have also e-mailed our Guest Assistance team to follow up on your comments regards the lack of response.

We are deeply sorry that you had such a disappointing stay at our hotel and although you’re review is greatly detailed, our Hotel Manager Daniel Van. Wyk , would be happy to discuss your feedback personally.

Should you wish to contact Daniel please call 0141 204 5555 or email Daniel.van.wyk@Hilton.com.

We sincerely hope that you will give us another try and allow us to show you the full level of service and comfort our guests have come to rely on at our hotel

Kind Regards,

Lisa
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Rating summary
  • Sleep Quality
    4.5 of 5 bubbles
  • Location
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
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English first
Airdrie, United Kingdom
Level Contributor
5 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
3 of 5 bubbles Reviewed 9 June 2012

Stayed for 1 night with wife.The positives were the Spa ,friendly staff,size of rooms,location,breakfast buffet.Had a good stay but a few things annoyed me as this is an expensive 5 star hotel.The dinner is no longer buffet style which was brilliant.The bruscheta was brick hard,had to wait on wine being cooled in an ice bucket?Had fish and chips,Fish when cut wouldnt stay on fork,braking into very small bits,better fish and chips for 4 quid out of Marinis. Scrambled egg at breakfast was like slime,never ate it,rest of breakfast was good.Offered tea and coffee which never came .Asked at bar night before for two drinks,told to sit down and would be brought over,which took twenty minutes.,dont think staff had made cocktail i had asked for before.Have stayed at this Hilton several times.I will use Marriott next time.

  • Stayed May 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank gerrybrown07
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Lisa L, Manager at Hilton Glasgow, responded to this review, 19 June 2012
Dear gerrybrown07,

Thank you for taking the time to review your stay at Hilton Glasgow.

It’s great to read your positive feedback regards the Spa, staff, rooms, location and breakfast buffet, however I am sorry to hear of your experience in our restaurant and bar.

We always endeavour to offer the highest level of service and it would appear that on this occasion that we failed to meet your expectations. Your comments will of course be forwarded to the relevant management for their attention.

We do hope that despite your disappointment on this occasion, we have the opportunity of welcoming you back to the hotel at some point in the future.

In the meantime should you wish to discuss your review further please contact me in the Business Development Department Tel. 0141 204 5555 or email sales.glasgow@hilton.com

Kind Regards,

Lisa Laverty
Business Development Department
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Dunfermline, United Kingdom
1 review
5 of 5 bubbles Reviewed 7 June 2012

Stayed here this week ( Monday 4th ) for the one night. All I can say is everything was excellent. The staff were very polite and helpful, the hotel itself is in a good location. The room was great, very clean and comfartbale. All for only £58. If I was to stay in Glasgow again, this would be my only choice.

  • Stayed June 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Hayden A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Lisa L, Manager at Hilton Glasgow, responded to this review, 19 June 2012
Dear Hayden A,

Thank You for taking the time to review your stay at Hilton Glasgow and for awarding us full marks.

It is always a pleasure to share positive feedback with our ream.

We look forward to welcoming you back.

Kind Regards,

Lisa
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dumbarton
Level Contributor
237 reviews
38 hotel reviews
common_n_hotel_reviews_1bd8 88 helpful votes
4 of 5 bubbles Reviewed 7 June 2012

stayed one night in double room. spacious clean and very comfortable.
reception staff very welcoming ( especially Rachael) and helpful.
Breakfast just what i needed to set me up for a hard day at work.
would come back again.
only negative- bar prices- very expensive but no worse than in any other city centre hotel.

  • Stayed June 2012, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank christinedumbarton
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
carluke scotland
Level Contributor
9 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
3 of 5 bubbles Reviewed 7 June 2012

we are frequent customers of glasgow hilton and use the christmas voucher scheme normally purchase 5 vouchers and this time we were disappointed. hubby myself and my 86 year old mum and her friend arrived and were being dropped off at front door, doorman ignored us and i carried mums baggage in can i say this is the first time this has ever occured as the usual man is normally very attentive but the celtic team were staying that weekend and we felt as if we were left to get on with things whilst hubby parked the car. i did complain to reception staff.
first room we were given was being deep cleaned then we were given another room. no complaints. but dinner that evening was not as we liked we preferred the idea of minskys and i can tell you that we were not alone with our thoughts.
glad to say the next morning it was a buffet for breakfast and i think that most people like the hilton for the buffer rather
than set mentu when you pay extra for different items. the food was lovely but i feel that staff were distracted a little by the football team who did go on to beat hearts on the sunday.
my family normally purchase 5 christmas vouchers for glasgow but this year we will be looking elsewhere, bar i hear of a vast improvement.

  • Stayed May 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank cazzaCarlukeScotland
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
devon
Level Contributor
13 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
4 of 5 bubbles Reviewed 7 June 2012

Stayed for 4th time here on way to Oban. Although they were having alterations done in the public areas the hotel maintained a good service for food in the bar area. Executive lounge as always was excellent, good food all day. Efficent business like area to eat in. Hotel rooms as always excellent, nearing in mind a chain so no individuallity. Not a hoilday hotel but excellent stop-over or business hotel.
Reception staff were very frioendly and efficent - as always.

Room Tip: Pay for execuitve rooms.
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  • Stayed May 2012, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank meyres
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Lisa L, Manager at Hilton Glasgow, responded to this review, 13 June 2012
Dear myres,

Thank you for taking the time to review your stay at Hilton Glasgow.

It is always a pleasure to hear from our regular guests and I was delighted to read that you have had another positive visit with us. I have shared your kind comments with the team.

We look forward to welcoming you back on your next visit.

Kind Regards,

Lisa
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Liverpool, United Kingdom
Level Contributor
69 reviews
31 hotel reviews
common_n_hotel_reviews_1bd8 46 helpful votes
4 of 5 bubbles Reviewed 7 June 2012

This is about as good as you'd expect a Hilton to be - very good facilities, good beds, excellent sound-proofing (just as well as it's near the M8 Motorway). Great staff too, who are very helpful. It's a little outside the city centre, and while only a 10-15 mins walk, that walk is not good! It's like being in an industrial estate, weaving around corners devoid of people, cars, life......I guess most people rely on driving or taxis.
The bar and restaurant facilities are good, but very expensive. £5 a pint, or £18 for breakfast room service for example.
But aside from this, a great hotel.

Room Tip: All equally good pretty much - the soundproofing makes them all quiet, even those overlooking the Mo...
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  • Stayed June 2012, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Ged S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Lisa L, Manager at Hilton Glasgow, responded to this review, 13 June 2012
Dear Ged S

Thank you for taking the time to review your stay at Hilton Glasgow.

It’s great to hear your comments on our very good facilities, good beds and great staff.

We are consistently reviewing the products and services we offer to our guest and I have noted your comments regarding the bar and restaurant.

We look forward to welcoming you back soon.

Kind Regards,

Lisa
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 Glasgow

Property: Hilton Glasgow
Address: 1 William Street, Glasgow G3 8HT, Scotland
Phone Number:
Region: United Kingdom > Scotland > Glasgow > Anderston , City Centre
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Restaurant Room Service Spa Suites Swimming Pool
Hotel Style:
#2 Spa Hotel in Glasgow
#13 Luxury Hotel in Glasgow
#15 Business Hotel in Glasgow
#19 Romantic Hotel in Glasgow
#23 Family Hotel in Glasgow
Price Range (Based on Average Rates): ££
Hotel Class:5 star — Hilton Glasgow 5*
Number of rooms: 319
Official Description (provided by the hotel):
Centrally located, the 5 star Hilton Glasgow Hotel is set in the heart of the city’s financial district, with excellent transport links and easy access to the Scottish Exhibition & Conference Centre (SECC). Just 15 minutes from Glasgow International Airport and a a few minutes walk from the city's shopping district; this landmark hotel is perfect for business or leisure. One of Glasgow’s most stylish hotels, Hilton Glasgow offers 319 contemporary bedrooms providing every comfort, designed to make your stay as relaxed as possible. Each room boasts an LCD television with on demand movies, high speed internet access and complimentary toiletries.Keep fit in the hotel’s Livingwell Health Club,relax in The Ocean Rooms Spa or unwind and enjoy afternoon tea in Ti Tea Lounge.Sample Scottish hospitality at it's best in Morblas Seafood and Grill or relax with a cocktail in Connich Bar. ... more   less 
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TripAdvisor is proud to partner with Hilton EMEA, Hotels.com, Ebookers, Priceline, TripOnline SA, Traveltool, S.L.U., Evoline ltd, Cancelon and HotelQuickly so you can book your Hilton Glasgow 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:
Hilton Glasgow Hotel Glasgow
Hilton International Glasgow
Glasgow Hilton International
Glasgow Hilton Hotel
Hilton Glasgow Scotland

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