My LEAST favourite Hilton hotel in London is the Hilton London Metropole. I had booked 4 nights, but left after only 1 night due to many issues with the room and hotel.
The issues started with check-in, where the front desk receptionist was cold and dismissive. I asked for an upgraded room (I figured it never hurts to ask), and she ended up moving me to a worse room than what I had already chosen online. The room was officially called an “executive room,” so I can’t imagine how bad the standard rooms must be.
In addition, the TV was locked down to where I was unable to plug in an external device (such as my iPad or computer). Some hotels disable the “Input” button on the TVs so that if you want entertainment, you must purchase their overpriced movies directly from their TV system.
Similarly, the only refrigerator in the room was an “Auto Refreshment Centre,” where you can’t store your own items, and instead can only purchase their overpriced snacks and drinks.
When I first checked in, I called down to reception to ask for a few things I didn’t see in the room. I asked for a robe, and they said they were “out of robes.” I also asked for bottled waters, which are supposed to be a benefit of being a Hilton Hhonors diamond member. They said “of course” to that request, but the waters didn’t show up until 5 hours later.
On the somewhat bright side, this hotel had an executive lounge, which is free for Hilton Hhonors diamond members. It included “tea time” from 3-6pm. I enjoyed the cucumber and egg salad sandwiches. However, I saw nasty-looking rainbows on the ham sandwiches.
Around 9am, I called the front desk to change my reservation. I spoke with 2 people before being transferred to a voicemail. After almost an hour of no call back, I walked downstairs to the front desk. The representative asked me to walk to a different area, where I explained my issues to a manager.
The manager was quite apologetic, and he offered to show me a room in the West Tower, which was apparently much newer and nicer. I declined, and he was unable to convince me to stay. He gave me his business card in case I decide to ever come back, and he said he would provide me with the best personal service in the future. He also gave me Hilton Hhonors points that equates to about 1/2 of one free standard night at a Hilton hotel in London. I appreciate the attempt to “make it right,” but it wasn’t enough.
Overall, I can’t imagine ever staying at this hotel again. There are many other Hilton hotels in central London that are a significantly better value.
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