of TripAdvisor Travelers recommend this hotel
"Budget sized standard rooms"
I read a number of reviews before booking this hotel and was fully prepared to be in a compact room. I booked and was allocated a standard double room for double occupancy. I couldn't quite believe it when I saw my room was so small the bed was pushed into the corner so you could only get in on one side. Of course this meant there was only one bedside table as well. There is no way anyone would say this was 'the norm' for a standard double hotel room. If it had been advertised as a budget or economy double room then fine, but frankly I felt misled. The room itself was showing signs of wear with curtains poorly hung and the carpet a bit grubby. I doubt I'd return unless I found a reasonable rate for a better category of room.
"A last minute treat was actually stress and hell"
(rather then the review below is the complaint i sent to the hotel - scroll down to the bottom and you can read their reply also!) Dear Sirs, It saddens me that I have to correspond with you and register a complaint in relation to my stay at the Double Tree by Hilton West End on the evening of Saturday 7th January 2017. My visit to London related to family matters which had necessitated me being in London early on the Sunday morning for the reading of a will (the only time all parties could gather), I therefore decided that I would stop over the night before, see friends for food and relax in a nice hotel room ahead of what we all knew would be a difficult morning). Having previously stayed in the Double Tree and dined there to a satisfactory standard on a number of occasions of events the deal on LateRooms seemed good and I booked an Apartment Room for the night and thought this would give me a great opportunity to relax following a busy Christmas which was spoilt by a family member being admitted to hospital. In booking LateRooms I used the request section to ask for a room away from the lift and stairs and extra towels if this was possible. On arrival check-in was prompt and painless with the desk clerk offering me a cookie and when I declined as this had nut providing a bottle of water instead. I then went to my room 450 which seemed idea to relax in [however was very close to lift and didn’t have extra towels], when going up to the bedroom I noted that the blind was broken and would not close, I called reception and was advised maintenance would be up to fix the issue, whilst waiting I then discovered the TV remote for the lounge was also missing. The engineer arrived with a replacement Lounge remote and jerry-rigged the blind so it shut, having had similar blinds at home I was concerned that this would not remain closed for the evening and knew that this would now not work as a black-out blind as the fabric was detached from the side fixings. Please understand this is not questioning the skills of the maintenance staff who could only work with what is available – it is a specific concern with the housekeeping and room checking staff who should have reported this room as being faulty. Having explained my concerns to the duty manager on the phone the concierge arrived and showed me room 452 and I switched to this room as the blinds closed. By this point I was now running late to meet friends for dinner but needed a shower as I had been travelling. I went to use the shower and found that the thermostat water regulator fell off the wall. I was now intensely frustrated and went to address the issues at the front desk – wet from cold water. The manager stated that the maintenance man would be up and fix the issue, I highlighted that I had already lost an hour to fixing issues and coming to a resolution to issues with room 450. I had now missed dinner with friends as they had to be seated and order and was frustrated beyond belief – something which was aggravated further when he asked me not to shout – I have a deep voice, and trained to project my voice and was not shouting however it was clear the duty manager was agitated by the way he bashed at the keyboard looking for options. The solution was a down grade to room 274, the concierge escorted me from the front desk to see view the room with me, curtains fine, shower worked excellent – I went to get my items from 452 and upon returning to 274 found that my key didn’t work. Beyond Exasperation I returned to 452, the maintenance man asked what the issue was and I explained – he assured me that he shower would be fixed soon. With that I went down to reception, handed the key to 274 (which didn’t work) back to the duty manager, explained that I was going for a walk to calm down and that I expected the shower to be working by 20:00. [your own computer records will allow you to determine exactly how much time has elapsed with these issues so far]. I arrived back with a friend who had come to check I was OK as I had not arrived at the meal – we arrived back at room 452 just as the maintenance man had finished, I checked with him that it worked and received a follow up call from the duty manager to ensure the issue was resolved. I confirmed that the shower was working and was about to use it. So as you can imagine the start to what was supposed to have been a relaxing evening before a difficult Sunday morning was anything but, I’d missed a meal with friends owing to the chain of delays and failures and went to bed; having had a beer and a sandwich with a mate wishing I hadn’t bothered to stop over in London or stopped somewhere else. The next morning the breakfast staff were fantastic and welcoming and having returned from the will reading I collected by items and went to check out so I could catch some of the friends I had missed the night before for lunch. At check out the desk staff were aware there had been issues as had been noted in the handover, similarly the duty manager from the previous evening was back on duty and spoke to me apart from stating that he was sorry nothing else happened and I stated that for ease I would follow up with a written complaint about the issue to determine what would happen as I did not wish to re-visit the frustration of last night just before I go for a meal with friends. Please understand this correspondence is not written in the hope to realise a 100% refund of accommodation – it is written to highlight the systemic failures for which you housekeeping team are ultimately responsible for as it is they who should be reporting broken blinds or loose shower controls. I opted for Hilton Double Tree as I had confidence in the brand, that was destroyed yesterday – whilst your duty staff did their best my evening was ruined, therefore my sleep was minimal and thus meant I went to a will reading today stressed and sleep deprived the exact opposite of my intentions when booking the room. At the time of booking Double Trees Rate of £278, cheaper accommodation options both within the hotel and in other venues were available – I booked this so I could treat myself and relax, the opposite happened. Sirs, so I could exit and make lunch with friends I settled the account in full but made it clear I had concerns and would be articulating then to you – this communication serves that purpose and gives you the opportunity to conclude in a timely manner what compensation will be offered. This experience has been very poor and well below the benchmark of service I would expect from Hilton Double Tree. I await your response. (their response - which I have refused as would not pay to stop there again!) First of all I would like to thank you for choosing the DoubleTree by Hilton West End for your recent stay in London. We do appreciate your feedback as this is the main tool we have to improve the quality of our product and service. Thank you also for appreciating the effort the staff put to try to Make It Right for you. Please rest assured that your comments have been shared with the relevant department managers to ensure situations like this don’t happen again in the future. I do apologize for the inconveniences you experience and would like to offer you a complimentary room upgrade should you decide to stay in the hotel again. Kind regards, Camilo Molins Assistant Front of House Manager DoubleTree by Hilton London - West End
"Professional service with a personal touch"
Well appointed hotel in good location for London. Friendly staff, Bar welcoming and comfy. Food in restaurant was very good, bar lovely ambiance, nothing too much trouble for the staff. Double Tree is a brand of the Hilton hotel group that may be overlooked in preference to the Master one, this was the exception and one we would certainly rather stay in again. This re-instated our dissatisfaction from a previous London stay in another, bigger Hilton. Good value all around.
The bar 92 it's very nice because of the staff ,Lilly bar supervisor and Maria are very nice and professional!! They always make my stay amazing, and I always feel welcome! Last time I been in the bar I saw a new staff member, achraf , He was very nice as well so what I can see that girls teach me well! Thank you for all staff of the bar 92!
"Good but not fantastic"
Great location just 10 mins walk from Coventry Garden & very handy for British museum. Comfortable room but tired in places and took forever to get hot water in the shower. Warm welcome cookie on checking in was a nice touch. Very disappointing bar - we returned back to the hotel at around 11am on a Saturday night ... bar was lacking any atmosphere at all. Perfectly reasonable hotel but I wouldn't rush back.
Credit cards accepted by the hotel: Visa - MasterCard
Check-in: 3:00 PM , Check-out: 11:00 AM