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Ran out of toilet paper. My room didn’t get cleaned when I requested it. And when I used the blue card to not clean my room. I didn’t get the ten pound voucher for the bar. I had to ask for them. And one day I didn’t put the blue tag on my door my room didn’t get cleaned. I also ran out of soap in the shower disi asked at the desk twice to get it refilled I it was still empty when I left.
Property experienced fire alarm. We were not able to checkin right away. Since i was getting impatient, i keep bugging when can we checkin. They said that we can drop luggage if we want. They should have said that to us right away. I wasted 2 hours waiting. I could have gone some places to see and do things in London. I paid extra for the convinient and location but end up wasting time waiting due out of their control fire alarm. Not happy.
Armand
Stayed 2 nights in May 2024
Response from Duty Manager on May 14, 2024
Dear Armand,Thank you for taking the time to share your review. I am sorry to hear you were not entirely happy with your stay. In regards with the fire alarm evacuation that took place during the start of your stay it is our priority and procedure to evacuate the entire building and I believe our team followed the correct procedure and we made sure all our guests and staff were safely out of the building. These incidents can be very long and exhausting I am very sorry for this. However it is something that we cannot risk nor rush as it is impediment we keep everyone safe.Please accept my apologies for any inconveniences this may have caused to your stay. We have considered your comments and we will continually work to improve our guest experience. I personally hope to have the opportunity to welcome you back for a smoother and more enjoyable experience. Kind regards,Keyla AguilarDuty Manager
Rooms were nice and clean. Staff was not overly friendly or helpful.
Luke
Stayed 1 night in Apr 2024
Response from Hilton London Paddington on Apr 30, 2024
Dear Mr. Luke. Thank you for taking a moment to share your experience. I am pleased to hear that you liked the room and the facilities. We apologize we were not able to provide you with the quality of services you deserve on this occasion and felt that the team were not helpful. This is uncharacteristic of our hotel and staff, and we are always looking for ways to improve our customer experience. Please accept our apologies for all the highlighted issues encountered. This is certainly not the lasting impression we wish to leave with our valued guests, we would like to assure you that your feedback is important to us and thus will be actioned accordingly. We sincerely hope to have the opportunity to welcome you back in the near future.
2/10 Terrible
ANDREW
Apr 24, 2024
Noise from the bathroom extraction / air conditioning meant I had the worst night ever in a hotel room.
I loved staying here and will do so again in the future. The only issue I had was with room service. I ordered a tuna sandwich with crisps. Tuna sandwich was what I expected but very few crunched crisps were poured onto my plate as if they were the bottom of the bag. I often order room service from my Hiltons but never have had this. Breakfast and dinner was amazing but I will not order room service again. It is too easy to access Paddington Station food options. Great location, great rooms!
We arrived at 1400 and our room was not ready, but we were offered an upgraded room at 30 pounds more. This seems to happen every time we visit London. I would just like to get the room I paid for a little early, without being uncharged. This seems like a coordinated strategy to extract more money from guests.
Convenient hotel to stay with clean comfortable beds, it is also easy to get taxis and a wide range of restaurants and places nearby to eat. Convenient shopping in the station area if you need to grab any items you forgot.
Staff was great and the location perfect for traveling into and out of London on the Heathrow Express.
John
Stayed 1 night in Mar 2024
10/10 Excellent
Richard
Mar 3, 2024
The location was perfect for travel from LHR and throughout London. Convenient M & S and Salisbury’s To Go just steps away! Rooms spacious and clean Great service from staff.
Would stay here’s
As a traveler, I would have liked to be given a room earlier than I was given. Arrived late morning and could not get into our room until mid-afternoon. Greater consideration has to be given or acquire from travelers that are flying internationally to receive their rooms earlier.
Low level of cleanliness
Customer service below experience of other chains although concierge and cleaning staff was positive
Verified traveller
Stayed 1 night in Feb 2024
Response from Hilton London Paddington on Feb 27, 2024
Dear Guest,We are sorry to hear you did not entirely enjoy your stay with us.This is certainly not the lasting impression we wish to leave with our valued guests, we would like to assure you that your feedback is important to us and thus will be actioned accordingly. I am pleased to hear the positive feedback on our concierge and the cleaning team.We sincerely hope to have the opportunity to welcome you back in the near future
Not much to say other than had a good couple of days on London with my gf and Hilton London Paddington just made the stay perfect. Close to major commuter hubs. Lots of places to go for dinners, evening outs and so on.
Like that we didn't have to travel far from the train station. Having to pay for breakfast on top of what we paid for the room we did not like. It should have been included in the price.
I usually love staying here but this time our room was so hot and just wouldn’t cool down. The AC wouldn’t work and even with the heating off and the window open the tiny bit allowed it wasn’t ‘til about 6am that it became comfortable. I did report it on checkout. Apart from a sleepless night it was a lovely stay with great food and friendly service.
Lovely courteous and helpful staff. The room was average, I would argue the hotel is in need of updates and a refresh given the price compared to many other hotels around Paddington (I'd choose to stay less conveniently for the HEX with a better hotel for the price next time)
It would be good for weary travelers to know about the light switch.... Good stay other then the bartender not ALLOWING ME to pay for one beer on my CC but room charge only. The security guard accosting me wasn't the best look either....