Hilton London Euston

I had a great experience staying at the Hilton London Euston with my family during the recent heatwave. The air conditioning was an absolute godsend! At least in the room where I stayed, Room 104, it worked perfectly and made our stay incredibly comfortable. The breakfast has everything you would expect, and the location is excellent. What really stood out to me, however, was the service. From the front desk to the staff over the phone and at the restaurant, everyone was welcoming, helpful, and professional. A special mention to Ahmed, who was incredibly kind and attentive and made our breakfast experience even more enjoyable. Thank you for a wonderful stay!

a month ago · via Google

We recently stayed at this Hilton hotel, and unfortunately our experience was disappointing. The room was clean, but there were no slippers provided, and there was only one set of towels even though the room was booked for two guests. The biggest issue happened at check-in. The receptionist charged more money than expected and told us it would be refunded within three days. The extra amount was taken from our friend's credit card, which reduced their available credit limit during their stay. This caused unnecessary stress and inconvenience. Our experience at check-out was also very disappointing. When we asked about storing our luggage, the reception staff were rude and unprofessional. Instead of helping us politely, they made us feel like we were causing a problem. We expected much better service from a Hilton hotel. While the room itself was clean, the poor customer service and payment issue left us with a negative impression. We hope the hotel improves its service and staff attitude so that future guests have a better experience.

2 weeks ago · via Google

I rarely leave negative reviews, but my experience with the female receptionist working the evening shift on 9 July was so disappointing that I feel it should be shared. Her attitude was exceptionally rude, dismissive, and far below the standard of hospitality I would expect from a hotel of this level. She did not greet us, did not smile, and did not thank us at any point during the interaction. Instead, she came across as arrogant and uninterested in helping guests. One example that perfectly illustrates her attitude: when she needed my signature, rather than politely asking me to sign, she simply tapped her finger on the paper without saying a word. It was an incredibly discourteous way to communicate with a guest. I have stayed at other Hilton hotels around the world, and this is the first time I have experienced such poor service at check-in. I simply cannot believe this is the level of hospitality that Hilton considers acceptable. It falls far short of the professionalism and warmth that I have always associated with the Hilton brand. Hospitality is built on basic courtesy and respect. Greeting guests, saying “please” and “thank you,” and communicating politely are not extraordinary expectations—they are the minimum standard. I genuinely cannot understand why the hotel continues to employ someone to represent its front desk with such poor customer service. A single employee with this kind of attitude can seriously damage the reputation of an otherwise good hotel. I hope management investigates this incident and takes appropriate action, because no guest should be made to feel unwelcome the moment they arrive.

a month ago · via Google

The room will make or break your stay. I was here for a few days before spending a few days in Paris and then came back for a couple of days. Biggest issue: accessibility. If you have a heavy bag or you’re in a wheelchair you’re stuffed. To only have stairs in this day and age is incomprehensible. Could have been partially forgiven if there was a door person to assist arriving guests. First stint: the room was really tired and small. And this place isn’t cheap! Two single beds. Bit of the shower was missing. It was impossible to read in bed at night because there is no reading light. One towel and no bath mat. Crappy shower/ bath. Good breakfast but had run out of English breakfast tea. What self respecting British hotel runs out of back tea? Second stint: my room still wasn’t ready at 5pm so they gave me what I think was an upgrade. Heaps better! Double bed. Cleaner, better shower. Much more spacious.

2 months ago · via Google