"Excellent once again"
Booked the hotel for a long weekend to visit London and celebrate my sons 21st birthday. Arrived early and was informed that although the room was not ready, we could use the Executive Lounge as we had been upgraded. I have a Hhonors Gold membership and it has always been recognized when we've visited Hilton Kensington. We went out for afternoon, the hotel is in an ideal location for all forms of transport to all areas of the city. Also across the road is the massive Westfield Mall! Our room was lovely and comfortable, with robes, water and a fridge for our use. The lounge in the evening had tasty snacks, both hot and cold and a wide range of alcoholic and soft drinks. The food was really tasty and a nice start to our evening. All the staff are so friendly and the concierge so helpful. We were there at the tube strike and they were inundated with people asking advice, but always cheery. I asked if we could stay in room for an extra hour and it was no problem. This is our first choice hotel when visiting London.
Have stayed here for 10 days in a month (over two stays). First time noise issues (quiet room was directly across from service area) promptly sorted by female manager, second time another noisy room (again, *sigh*) and who I assume to be a duty manager implied the noise was a figment of my imagination. quote: "not the room, the customer." Flushing loos and taps turning on an off, conversations, thumps, weird grinding, and bumps (I assumed I was near service area again but as none near by must be just the other rooms). Third and fourth mornings awoken by high-pitched drilling sound and obvious maintenance going on. So glad I asked for a quiet room in the first place! Manager guy rudely told me all rooms have noise as it is a hotel. That's complete rubbish. It's only because the building is not correctly sound-insulated. We've stayed in Ibis, Mercure and Kempinski without issue in the last month, and in independent hotels older than this. Another Hilton we stayed in had serious noise issues from function centre above rooms, however that hotel resolved the issue. I believe such known issues ought to be revealed prior to stay - especially with this manager declaring all rooms are noise affected. Loud clearly audible thumps and loo flushes at 4 am aren't acceptable - you expect better at a Hilton. Drilling noise at any time not acceptable without warning. I also suspect if I were a man he wouldn't have spoken to me in the same condescending way. So much for 'making it right', as they advertise. HH member but wasn't offered the wifi code or told breakfast times. Second last day they clearly demagnetised BOTH key cards and then young trainee at reception tried to say I did it with my phone (not possible as they were in my wallet nowhere near phone and afterwards I tried to purposefully demag with my phone and keys worked perfectly). Obviously they got my checkout date wrong but hey, blame the guest. We own and rent property in Kensington so come to London often. First time we've ventured this far down. Next time we'll choose something without the noise and arrogance. If it hasn't been for the attitude of certain staff members this review might have been very different. It's not the issue but how it's handled that counts, so well done! On checkout I was asked how my stay was and on hearing it wasn't good they offered to have a manager contact me. Really' They had 4 nights to resolve the issue while I was in the hotel and didn't come near me. The answer was don't bother.
"Again an excellent hilton stay"
I will start with the only negative of our stay this weekend which was not the hotel but the Italian couple in the room next to us. I had to call reception on the first night as they were talking/shouting so loud we couldn't sleep. The second night I had to let them know myself that their inconsideration was unacceptable. However, the hotel and it's staff are wonderful. We ate in the avenue bar on Friday night and it was lovely. They couldn't have done more for us and catered for my wife who is coeliac. The breakfast each morning was out of this world. Again catering for dietary needs and the choice!!! Wow. Great location in lovely leafy Kensington. Great for visiting the Westfield centre and 2 MINS from shepherds bush tube.. Worth taking a walk to portobello market on a Saturday morning and just take in the sounds and smells. Fab.
Great location. Easy access to bus, underground and overground. Concierge staff very friendly and approachable. Rooms kept very clean. Breakfast was good. Wide variety. Many restaurants within walking distance.
"nice hotel in Shepherd's Bush"
Nice, modern hotel near Shepherd's Bush tube. Pleasant staff and bar and restaurant facilities. Not excessively crowded. Small but usable fitness centre and sauna. Steam room was a bit too hot. Prices vary a lot by date.
Credit cards accepted by the hotel: Visa - MasterCard - American Express - Diners Club
Check-in: 3:00 PM , Check-out: 12:00 PM