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Nightmare at the Hilton
Hilton London Metropole
Member Name: Rosy24
Hilton London Metropole
Date: 11/05/01, updated on 16/05/01 (995 review reads)
Advantages: Nice piano bar, Suitable location, Will know to avoid Hilton Hotels in future
Disadvantages: Useless staff, Very poor value for money, Too crowded
My stay at the Hilton Metropole London was the most frustrating and dissatisfying hotel stay I have ever had and I’ve stayed at quite a few. I’m not sure if the staff were asleep or what but it took over an hour and several requests before anything was done.
Let me tell you what happened.
I booked in for a weekend with my boyfriend PJ. At the reception we were told it was a business class room, this didn’t sound too bad. But when I got up there I was badly disappointed as the room although well equipped was slightly larger than a broom cupboard. When we booked on the phone we were told it was a king size bed but this bed was a small double that took up the entire room. Also my expectations had been high and I had at least hoped that the room would be at least the size of the Holiday Inn’s standard rooms but it was not even half and they were charging a fortune. The bathroom was also tiny and not very nice!
So not particularly happy with this, we were determined we would not be staying in this room for an entire weekend which would have been more suitable for a single person at a cut rate. PJ rung up reception to ask if we could change and was told to wait there. This is the beginning of a farce that lasted about an hour and a half. We waited 20 minutes but reception did not call us back so I called again and was told rather abruptly (and rudely) they were having trouble finding a room and to keep waiting. We had been planning on going out and were not too pleased at having to spend so long in a room that we couldn’t relax in, I am also very surprised that the Hilton hotel with 1058 rooms were having such trouble at 4.00 in the day finding us a standard room with more space.
We got rather tired of waiting for a call so rung reception to see what was going on, the person who picked up the phone didn’t know the story so he explained and was told that we could not just change rooms like that. Basically
After much debate and considerable reluctance on his part he got us a standard room on the 11th floor and said the porter would be up to change keys with us. Not surprisingly he didn’t show so after 15 minutes I rung reception again and finally he arrived. The next room was much more suitable but the keys didn’t work so the porter used his override one and said he would be back with a working one, 20 minutes later he still hadn’t returned so not keen to ring reception again and very keen to get out for the day, we picked some up at reception on the way out. When we returned later to our room we found the keys didn’t work and so it was back down to reception again to get some more. Yes, these did work. I don’t know what happened to the porter I suppose he just couldn’t be bothered again.
We were very disappointed at the service we got at this hotel; at no stage did staff go out of their way to help us or even apologise for the delays. I have never been so dissatisfied on a hotel stay before and doubt I will ever be again. I will no doubt wish to stay at a different hotel next time in London where the staff treat their customers with some sort of respect.
Some other bad points I noticed about this hotel was how noisy it was, not surprising with so many rooms, the queue for the buffet breakfast took about 15 minutes and the toilet paper in the bathroom was incredibly rough for a four star hotel more suitable for a public loo. There is a pool at this hotel but it is very small and very public. You open a door from the hall and there it is with the reception on one side of it, very off putting. Also it is a Living Well Health club pool so it is not just for hotel customers, you’d think they could have made it a decent size considering all these people use it, maybe not had so many rooms. It is certainly not a luxurious hotel like they make it out to be on their website
This hotel has no s
pecial touches and looks any other standard hotel except the service is worse and they don’t care if you’re happy or not. I have learned my lesson and I will never again stay in such a large unfriendly hotel ever again.
They really don’t care.
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