Hilton London Euston

Hotel service was overall shocking. I had a room + breakfast prepaid for 4 days. I returned to the room late on the 3rd day to find that the hotel had mistakenly cancelled my room with my belongings within and let it out to someone else. After a long time of reasoning back and forth, the hotel finally got me another room and they found my belongings, but the next morning, I was told by the restaurant that the new room I was assigned to did not come with breakfast even though I had paid for it. I also did not get any message from the duty manager who said that she would follow up on possible refunds. There was only one duty manager I encountered later who actually performed proper service recovery. He was the only service staff I would commend. In terms of physical infrastructure, the elevated hotel entrance does not have a ramp, only steps, and is not suitable for those with mobility issues or wheelchairs.

Short curly hair in the cover of the toilet bowl

There were 4 of us staying in the hotel and we booked two twin rooms in trip.com. When we checked in on 7th May, the receptionist told us rudely and unpleasantly that we had booked one twin room and one double bed room. We asked her to double check for us, but she continually said the hotel room is full booking, and refused to find any solution for us. Finally, she gave us a double bed room (Room 92 which was located on the ground floor) for disabled people, with shower and toilet is designed for disabled people and there were no hand towels in the toilet. At night, we went to the front desk again to ask for help. The receptionist finally asked the manager to come and help. It turned out that the double bed in the room could be disassembled, so a house keeping lady was invited to disassemble and re-lay all the sheets and quilts. It was such an easily solvable problem, but the receptionist refused to help solve it at the very beginning. The facilities in the room were very old. There are no slippers provided in the room. The hair dryer is broken and sparks are emitted. Hilton Hotel has always been my first choice when traveling. I also stayed at Hilton in Paris this trip, it was wonderful and the service in Paris was excellent. But this time in London, especially the service at the front desk. It was a nightmare.

I recently stayed at this hotel and unfortunately had a frustrating experience with the air conditioning. From the moment I checked in, I realized that the temperature in my room couldn't be lowered. I reported the issue to the front desk, and while they initially offered me a fan, they eventually sent an engineer who assured me the temperature would drop over time. However, after returning from sightseeing, the room was still uncomfortably warm. After requesting a room change, I was met with an unfriendly attitude, but I was finally given a different room—only to find the same problem persisted. Once again, the staff told me to wait, but even after 30 minutes, the temperature remained unchanged. At that point, I was too exhausted to keep asking for assistance. It seems like no one at the hotel knows how to properly operate the air conditioning system, and as a result, I had to endure two nights in a warm, uncomfortable room. I hope the management addresses this issue so future guests don't experience the same inconvenience.