DoubleTree by Hilton London - West End

Lacking attention to detail

Lobby was a large, warm, relaxing atmosphere.

Housekeeping lacked attention to detail, first night’s bedding was not clean, toilet and shower in “premium” were falling apart, again, no attention to detail from housekeeping or maintenance. I felt like I was in Mexico, not London!

Location was convenient

Was cold, old and dirty

I can't believe it is a Hilton. I use this chain a

Location is great. Bed was fine and apples were a nice touch. Gym was okay.

Staff was horrible. There were months in the closet--I killed three. They did a lousy job cleaning in general. The sinks and counters were not even wiped down. There was toothpaste/grim residue not wiped up half of the days I stayed there. Dirty dishes owned by the Hilton were left for, literally, a week. The cleaning staff tossed my water bottle even though it was with wrapped up my clothes on top of my luggage and then denied it. I tried to explain the problem with needing a size of plastic bottle for security. They made a lame attempt to make it right after two hours of waiting and complaining, but they could not be bothered to listen or understand the actual problem, so the solution did not work. Great location, but I would never go back. There is no accountability.

We arrived to the builders in reception..complete with hard hats and hard viz jackets! There had been no mention of the major refurb going on when booking. I'm sure it will be very nice when finished, but not really the first thing you want to see when entering your hotel.. I'd received a call the day before check-in to see if my booking for two colleagues double rooms (for single occupancy) could be changed to single rooms - I said not, particularly as payment was immediately taken from my card two/three weeks before on booking and the rooms were for business clients. Although I was then told 'ok..not a problem..' this was ignored...and they were put in to single rooms on arrival!

Location of hotel for bars, restaurants and shopping all available within walking distance. Room clean and spacious compared to other London hotels I have stayed in.

The fact that there was building work in progress and scaffolding in situe which I understand from reviews on other sites has been going on for quite a while at this hotel.

location for theatre and access to transport system

obviously unavoidable but there was some building work taking place to the hotel

Hotel is clean and comfortable. Rooms are well appointed. Location is superb. Good value for money in a city renowned for overpriced hotels.

Check-out was a bit haphazard, otherwise no complaints

Good size room

Renovating the place, no heating in room

Breakfast service is very nice.

The room was extremely small, poorly furnished and noisy.