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“Great staff who go the extra mile” 4 of 5 bubbles
Review of The Basingstoke Hotel

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The Basingstoke Hotel
Ranked #11 of 13 Hotels in Basingstoke
Lincoln, England, United Kingdom
Level Contributor
15 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
“Great staff who go the extra mile”
4 of 5 bubbles Reviewed 20 April 2012

We stayed for 3 nights over Easter Weekend as part of a Legoland package - husband and I, and our two children age 3 & 6. I was a bit apprehensive after reading some of the reviews but overall was really pleased with whole experience.
All of the staff were super friendly, taking the time out to talk to the children and answer queries. The kids received substantial quality fun packs and some sweets which was a nice touch. We stayed in an refurbished room which was really very good. Quality toiletries and a plentiful supply of drinks and biscuits were an added thoughtful and welcome extra - a lot better that the usual stuff hotels leave out.
Beds were comfy and the pillows were great, I normally have a problem with hotel pillows but these gave us a great night's sleep. The children's sofa bed was also large and comfy, it was sprung rather than foam which was brilliant, but I would suggest would be some kind of mattress cover on the sofa bed between the sheet and the mattress.

Breakfast was brilliant with a huge choice of food catering for all tastes. Of particular note were the proper sausages, not mass catering pink lumps but tasty, meaty well-produced ones. The kids loved having chocolate cake and ham for breakfast! Again the waiting staff were super, nothing was too much trouble and even though it was really busy they engaged with the kids.

The only real disappointment with the stay was the children's playroom which was a huge let down for the kids and really not somewhere we wanted to be in. However we did report this on a customer care form and were very pleasantly surprised to receive a reply immediately on our return to address this. Ditto I reported a broken extractor fan and this was addressed straight away. I also commented on the bathroom which was nice but let down by grotty floor tiling and bath side.

We would definitely stay at the Basingstoke Hilton again if we could be guaranteed one of the refurbished rooms. Looking at the reviews it looks like the hotel and it's staff have been working really hard to turn it around, we think they are succeeding.

Room Tip: Ask for a refurbished room at the opposite end to the function rooms.
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  • Stayed April 2012, travelled with family
    • 3 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
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank Frimz1973
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management16, General Manager at The Basingstoke Hotel, responded to this review, 25 April 2012
Dear Guest,

Thank you for your positive comments on the Trip Advisor website.

I am delighted that you and your family had such an enjoyable stay with us and it was very pleasing for me to see that your impression of my staff was that they go the extra mile. Such positive feedback will be very much appreciated by the team and they will be very pleased to learn that their efforts contributed to your enjoyment of your stay at Hilton Basingstoke.

I am so glad that we were able to exceed your expectations. Feedback is always important to us, as it is a vital way of reviewing the level of service and facilities that we provide our guests.so that we may continue to improve our customer service standards.

We look forward to the opportunity to welcome you all back in the hopefully not to distant future.

Yours sincerely,

Iain Pollock
Hotel Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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1,093 reviews from our community

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Rating summary
  • Location
    3.5 of 5 bubbles
  • Sleep Quality
    3.5 of 5 bubbles
  • Rooms
    3 of 5 bubbles
  • Service
    3.5 of 5 bubbles
  • Value
    3.5 of 5 bubbles
  • Cleanliness
    3.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (155)
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English first
Swindon, United Kingdom
Level Contributor
51 reviews
25 hotel reviews
common_n_hotel_reviews_1bd8 27 helpful votes
2 of 5 bubbles Reviewed 4 April 2012

As far as Hiltons go this one is below average. Check in was poor ,many of the most basic questions not asked.Even as a gold/diamond member internet access was not offered and if the room had been upgraded heaven knows what the standard rooms were like. The hotel is tired and the reception staff ,or the couple i encountered looked unhappy with thier lot. Saving grace were some really charming staff in the lounge ,where drinks and bar meals can be taken.
Breakfast was the usual layout and I'm sure that at 7.30 all would be fresh ,by 9.15 when we chose to eat ,the bacon etc was looking very sorry for itself ,however all was resucued when lady chef russled up some excellent poached eggs.
Check out was again a dreary affair.Reception must have issues or maybe it's just one unhappy person. Would I stay here again? Not through choice ,there must be better options around the area and as loyal Hilton traveller that hurts to say.

  • Stayed March 2012, travelled solo
    • 2 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 1 of 5 bubbles
      Sleep Quality
    • 1 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 2 of 5 bubbles
      Service
Helpful?
Thank jimhutch
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management16, General Manager at The Basingstoke Hotel, responded to this review, 11 April 2012
Dear Guest,

Thank you for taking the time to write a review on the Trip Advisor Website.

I am disappointed that on arrival, you were not acknowledged as a HHonors member with the benefits afforded to your HHonors status and I do apologise for the lapse in our reception standards. We do appreciate your observations and opinions so that we may continue to improve our customer service.

Breakfast is served from 7.00 a.m. up until 9.45 p.m. and throughout this service period dishes are replenished regularly with fried and poached eggs cooked to order. However any breakfast item not to the usual standard will be readily replaced by restaurant staff if brought to their attention.

We aways endeavour to meet the highest level of service and I am sorry that we failed to meet your expectations. 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.

Yours sincerely,

Iain Pollock
Hotel Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC

Travellers are raving about these Basingstoke hotels

Basingstoke, United Kingdom
Level Contributor
149 reviews
55 hotel reviews
common_n_hotel_reviews_1bd8 111 helpful votes
5 of 5 bubbles Reviewed 24 March 2012

We stayed here for over three weeks on our return from holiday when our house was flooded. The staff could not have been more accommodating and helpful when they found out what had happened and why we were there. It is principally a business hotel in Basingstoke but we found that we were looked after by all the staff and I would like to thank them all for making our stay as comfortable as possible.
The food was excellent particularly the breakfast but also the selection of food in the evening was also very good. The rooms were getting on a bit in years but still very comfortable and clean
A big thank you to everyone who helped us through a difficult period.

  • Stayed February 2012, travelled as a couple
    • 5 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
Helpful?
Thank GerryScotland49
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management16, General Manager at The Basingstoke Hotel, responded to this review, 27 March 2012
Dear Guest,

Thank you for your very positive comments on this website which are very much appreciated.

I am so glad that we were able to look after you during your stay in such unfortunate circumstances and it is particularly pleasing to note that your impression of my staff, the food and service overall, exceeded your expectations.

The team will be delighted that they were instrumental in making you feel well taken care of during your stay and we do hope that your house has been fully restored and you are enjoying your home once more.

We do value our guests observations and feedback, as they enable us to monitor and assess the standard of the facilities and services we provide our guests, in order that we may continue to improve our customer service standards.

Thank you once again for your valuable comments and I do hope that we will have the opportunity to welcome you back to our hotel.

Thank you once again for staying with us at Hilton Basingstoke.

Yours sincerely,

Iain Pollock
Hotel Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Stowmarket, United Kingdom
Level Contributor
261 reviews
120 hotel reviews
common_n_hotel_reviews_1bd8 325 helpful votes
4 of 5 bubbles Reviewed 11 March 2012

Stayed at Hilton, Basingstoke during a recent exhibition which was booked by the organiser.

Check-in was very friendly, efficient and I accepted the offer of 'Hilton Honors' loyalty membership. The only disappointment at this stage was that our room occupancy was 'room only' without breakfast - this was put down to a booking error by the exhibition organiser! However we got the pre-paid breakfast deal of £10/person/day.

Our room (148) was clean, spacious and comfortable with a well-maintained bathroom. The only drawback was the unreliability of the TV remote which was rectified by new batteries!

We slept reasonably comfortably and breakfast was adequate with plenty of choice, the big bugbear here was trying to get coffee refills as some of the waiting staff appear not to understand English or appear to be deaf! Nor do I accept speaking to the back of a waiter's head as the norm - Some serious customer awareness training is needed here as the waiting staff attitudes were in complete contrast to the friendly attentiveness of the reception and housekeeping staff.

Overall, we had a lovely two nights here, but I would think twice about this Hilton when it comes to the rudeness/ignorance of waiting staff.

  • Stayed March 2012, travelled with family
    • 3 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
    • 2 of 5 bubbles
      Service
Helpful?
Thank DaveJC
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management16, General Manager at The Basingstoke Hotel, responded to this review, 14 March 2012
Dear Guest,

Thank you for your positive comments on this website.

Your observations and opinions are appreciated as they enable us to assess the standard of our facilities and services and monitor if we are meeting guests needs and expectations.

I am pleased that overall you enjoyed your stay and found reception and housekeeping staff friendly and helpful, however I am disappointed to note your comments regarding breakfast service and please be assured your comments will be forwarded to the relevant management for their attention.

Feedback is always important as it is a vital way of reviewing our level of service and facilities so that we may continue to improve our customer service standards.

Thank you once again for your comments and I do hope we have the opportunity to welcome you back to Hilton Basingstoke in the near future.

Yours sincerely,

Iain Pollock
Hotel Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
West Midlands, UK
Level Contributor
91 reviews
50 hotel reviews
common_n_hotel_reviews_1bd8 55 helpful votes
3 of 5 bubbles Reviewed 6 March 2012

I booked this last minute for the night of the 5th March.

The room.
Bad points: Room 136 is GRUBBY. The carpet needs a good clean, the lino in the bathroom must be 20 years old. Keep your socks on. The bed squeaks! A lot! There is a couch in there that really should be thrown away, why is it there? No one would sit on it, it is far from clean.

Good points: It is a good sized room. TV is modern. Good shower gel, shampoo.

The service.
Wasnt asked if I wanted breakfast when I booked in. I didnt anyway, but nice to be asked. When I checked out, there was no "how was your stay". Thats a basic, surely? Could not for the life of me work out the Wi Fi, was it free, was it available, I have no clue.

The food.
£9 for a plate of 4 slices of cheese, and 6 biscuits! I was hungry, but come on, make an effort.

Not a great hotel to be honest, I expect better and didnt get it.

Room Tip: Inspect the room FIRST
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  • Stayed March 2012, travelled on business
    • 2 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 2 of 5 bubbles
      Rooms
    • 1 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
Thank HunterTravellor
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management16, General Manager at The Basingstoke Hotel, responded to this review, 9 March 2012
Dear Guest,

Thank you for taking the time to post a review on Trip Advisor.

We are were very sorry to learn that you were disappointed with your recent stay at the hotel and your comments are noted.

We have recently refurbished fifty five bedrooms and are continuing this programme to update all our bedroom facilities. Wif Fi is free for Hilton Gold and Diamond HHonors members and free in the bar/lounge, however you would require an access code to use the facility which is obtainable at reception.

We always endeavour to offer the highest level of service and it would appear that on this occasion we did not meet with 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.

Yours sincerely,

Iain Pollock
Hotel Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
United Kingdom
Level Contributor
333 reviews
69 hotel reviews
common_n_hotel_reviews_1bd8 155 helpful votes
5 of 5 bubbles Reviewed 2 March 2012

Stayed in this hotel for five nights for a business trip and found it to be a spacious hotel with very comfortable well cleaned rooms, a small but well equipped 24hr gym, a conservatory style restaurant, really friendly staff (particularly Gloria and Wazzad in the restaurant), and a modern bar area. Check in was efficient and professional and the meeting rooms ideal for a group of around twenty people. The food was particularly good and varied, with the roast chicken and lamb dishes probably the nicest dinners. The hotel is a short walk from Basingstoke and very convenient for the M3/A303. The rooms on the first floor facing in towards the central courtyard are probably the best choices in terms of noise reduction. There is a large free car park. Would certainly stay here again.

Room Tip: First floor, particularly the upgraded rooms facing the inner courtyard.
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  • Stayed February 2012, travelled on business
    • 4 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
Helpful?
Thank Viatori-lasso
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management16, General Manager at The Basingstoke Hotel, responded to this review, 7 March 2012
Dear Guest,

Thank you for posting such a positive review on the Trip Advisor website.

I am so pleased that you enjoyed your stay over five nights with us and found check in efficient and professional and my staff really friendly. I am delighted to learn also that your conference meeting went very well.

Your comments regarding the food and specifically Gloria and Wazad in the restaurant, are very much appreciated and please be assured they will be passed on to all those concerned in providing a dining experience that really met with your expectations.

We at Hilton Basingstoke take pleasure in creating a warm and friendly environment for our guests and we really value your feedback as it helps us to monitor the guests experience and improve our customer service standards.

We look forward to welcoming you back to our hotel, in the not too distant future.

Yours sincerely,

Iain Pollock
Hotel Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
London
Level Contributor
86 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 75 helpful votes
3 of 5 bubbles Reviewed 25 February 2012

Check in good. Room ok (had to put air freshener in a bag, strong and acrid).

Restaurant pretty bad, service ok, cooking ok, but whoever bus in the produce bus the worst. Started with the hot crusty bread, it was tasteless and turned to past as chewed, no yeast flavour , they could get good stuff without a hit on the budget. Portions tiny and priced like a 5star restaurant using low quality meats etc. wines very avatar with 1st grand cry pricing. Catering here needs a complete overhaul, I think without hitting the budget they could do better.

In conclusion room ok but stay away from food and drink.

  • Stayed February 2012
    • 2 of 5 bubbles
      Value
    • 2 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Rooms
    • 2 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
Thank kellyrochford
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about The Basingstoke Hotel

Property: The Basingstoke Hotel
Address: Black Dam Old Common Road, Basingstoke RG21 3PR, England (Formerly Hilton Basingstoke)
Phone Number:
Region: United Kingdom > England > Hampshire > Basingstoke
Amenities:
Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Wheelchair access
Hotel Style:
#5 Luxury Hotel in Basingstoke
Price Range (Based on Average Rates): £
Hotel Class:4 star — The Basingstoke Hotel 4*
Number of rooms: 141
Official Description (provided by the hotel):
Modern hotel located 2 miles from Basingstoke station & 35 from Heathrow Airport. ... more   less 
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Also Known As:
Hilton Basingstoke Hotel Basingstoke
Hilton International Basingstoke
Basingstoke Hilton International
The Basingstoke Hotel Hampshire

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