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DoubleTree by Hilton Hotel London - West End
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Reviews (3,346)
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All reviewsbritish museumwest endsouthampton rowholborn tube stationwarm cookieswelcome cookiedouble treecovent gardenon arrivalexecutive roomrussell squarean upgradeafternoon teaexcellent locationbreakfast was excellentcentral locationbooked this hotel
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Reviewed 29 March 2018 via mobile

We used Hilton points to stay here and were very happy that the breakfast was included. The location is prime, only 3 blocks from the Holborn station on the Piccadilly line and like 3 blocks from the British Museum.

The staff are friendly, things are clean, they have the standard DoubleTree hot cookies, the printer and computer in the business center work and the room was nice. We didn’t spend much time here, just mostly sleeping, as we were out for about 10 hours every day.

They didn’t have any scales to weigh suitcases before going to the airport, which was a bummer. No guest Laundry, just and FYI.

We ate dinner here one night and weren’t entirely impressed, they were out of the beer I wanted and our fish, part of fish and chips, had bones in it. When I asked for malt vinegar, they brought white vinegar... so yah... haha.

Stayed: March 2018, travelled with friends
Thank Rebecca H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hotel M, Manager at DoubleTree by Hilton Hotel London - West End, responded to this reviewResponded 2 April 2018

Dear Rebecca H,

Thank you for your constructive feedback!

We are glad to learn that you have enjoyed your stay and that the services were as expected! As we wish to one of the top hotels in London, every comment is important to be used as a tool to improve standards! Please note that we do offer guest laundry and dry cleaning services and we have a good collaboration with our third party company taking care of these services. Kindly request information at the front desk or using Careline by dialling "0" from your room on next occasion.
We thank you for taking the time to write us your thoughts related to your previous stay and we wish that you will consider coming back at DoubleTree by Hilton London West End in order to prove that we can indeed Make It Right!



Regards,

Hotel Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 28 March 2018 via mobile

I’m not sure what it is about me and getting rooms with no view that look out on to ventilation systems but it it happened again! Assigned room 135 (awful). Double bed pushed up against the wall, portable radiator left in room that had been left on with AC left on heat so room was like an oven. Bathroom heated towel rail left on, so bathroom was even hotter. Managed to switch everything off but no time to change room as was late for appointment so quick shower and out. Shower door didn’t shut properly so managed to flood bathroom in process. Got back later that evening, got into bed and huge spider crawled out from pillows which was a surprise. Room was still warm so had to sleep with AC blasting. Poor nights sleep and hated every second of being in this hotel.

Stayed: March 2018, travelled on business
Thank North78
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hotel M, Manager at DoubleTree by Hilton Hotel London - West End, responded to this reviewResponded 2 April 2018

Dear North78,

On behalf of the entire team I thank you for taking the time to write us your feedback!

I do regret that we failed on this occasion to comply with your expectations on this particular occasion, however if we would have been made aware of any points of dissatisfaction whilst still on premises, we could have done everything possible to rectify the matters and to indeed succeed to Make It Right. Please note that your comments have been forwarded to relevant departments in charge and we shall use your feedback as tool to improve our services and standards.
Looking forward to welcoming you back at DoubleTree by Hilton London West End to prove that your previous experience was an one-off occurrence that we wish to rectify and improve your opinion about our hotel!


Best regards,

Hotel Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 28 March 2018 via mobile

Staff were excellent, from checking in to breakfast staff. Helpful and friendly.
I asked for and was provided with a quiet room at the back of the hotel. The room was tiny (bed up against a wall which I hadn’t had since I was a kid ;o) ) The mattress springs were soft with little support. Pillows were comfy. Shower was weak. Breakfast was very basic, everything dairy was “low fat” which means high in sugar, which isn’t good for fat people or diabetics. They should have more choice.
I wouldn’t rush back.

Stayed: March 2018, travelled solo
Thank cilliant
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hotel M, Manager at DoubleTree by Hilton Hotel London - West End, responded to this reviewResponded 2 April 2018

Dear Cilliant,

Thank you for your feedback!

Whilst we dearly appreciate your positive comments related to staff members pillows comfort, we apologise for failing on this occasion to accommodate you in a room that you found being too small. Please note that all our rooms feature different layouts, however if the team would have been aware of this matter - we would have been able to rectify and proceed with a room move at your convenience.
The breakfast offers a great variety and we do consider diabetic, celiac and vegetarian guests also.

We wish that you would take in consideration the possibility to book with us once again to prove that we can Make It Right!


Regards,

Hotel Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 26 March 2018

Stayed here for 4 nights as a solo traveller. Originally had booked a solo room, however once I saw it (it was like a Harry Potter cupboard) I went back and spoke with reception about other options. They were extremely helpful and showed me in person several other room options available - I took an upgrade to a double room. It is was for 1 night, I would have done the single room, but it was simply too small for me for 4 nights. There was no room to keep your suitcase, phone was balancing above the pillows on the bed head.
Location wise, very easy to get around and a few mins walk to the underground. Felt safe walking around at night. Staff a breakfast lovely. The stay was fine, nothing great but I've had much worse.

  • Stayed: January 2018, travelled solo
    • Value
    • Sleep Quality
    • Service
Thank SparklePalmblog
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Nicole B, on behalf of the staff at DoubleTree by Hilton Hotel London - West End, responded to this reviewResponded 28 March 2018

Dear SparklePalmblog,

Thank you for your review!

We sincerely apologize for the disappointment in regards to your room size but we are glad that we were able to resolve this with you by offering a different option.

We hope to welcome you again as our guest in the future.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 23 March 2018

Disappointing for the price and room description. It was late when i checked in otherwise i would have swapped rooms at the time. The room was described as Double Bed Deluxe room. The bed was ok, but the curtains didn't close properly, the bathroom was very tired with cracked tiles, cheap fittings, the shower rail was broken away from the wall, the toilet didn't flush properly. I raised this at check out they apologised, but didn't offer a discount or anything. There idea of customer service was to give me the hotel manager's business card and suggest when i next booked in they would make sure i received a good room?? Why would i stay there again? shouldn't i always get a good room? Hilton definitely on the downward slide.

Room Tip: Book another hotel, its London there is lots of choice
  • Stayed: March 2018, travelled on business
    • Sleep Quality
    • Rooms
    • Service
Thank 941default
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Phillippe D, General Manager at DoubleTree by Hilton Hotel London - West End, responded to this reviewResponded 25 March 2018

We are sorry to hear that your stay was not memorable for all the right reasons. We pride ourselves on delivering a good quality of services and facilitates and I regret that we did not meet with your satisfaction on this occasion. Please be assured that your comments have been forwarded to the relevant Departmental Managers for their review and continued improvement.

We hope you will choose to stay with us in the future when we can restore your faith in our hotel.

Kind Regards,

Phillippe Dewes

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