London Hilton Canary Wharf

Excellent quiet location in Canary Wharf. Check in was quick, staff very friendly. Room was very comfortable and spacious. Breakfast was very good value for money, lots of choice. Chef very engaging and friendly. Room just lacked a few things like no hand towel rail, no plug near a mirror to style hair, no fridge. I would absolutely stay here again and recommend this hotel as great value for money in this area.

3 months ago · via Google

We stayed for five nights in a King Junior Suite with Executive Lounge access as a family of three. There were some positives. The suite was spacious, the sofa bed for our daughter was ideal, and bottled water, tea and coffee, bathrobes, slippers and a fridge were all provided and replenished daily. The Executive Lounge was pleasant, with complimentary drinks and snacks throughout the day. The chef cooking fresh eggs at breakfast also deserves recognition – always friendly, accommodating and hardworking. Unfortunately, the negatives outweighed the positives. The bathroom felt dated and the shower head was more what I'd expect in a budget hotel than a Hilton. The king-size bed and pillows were extremely uncomfortable. Reception did provide a mattress topper after we mentioned it, but it made little difference. Our room was also next to the DLR. Noise wasn't the issue, but the constant vibration from passing trains, from early morning until late evening, certainly was. Breakfast was the biggest disappointment. The choice of hot and cold food was excellent, but the hot food was consistently only lukewarm. Every morning we were seated at tables where the chairs still had food debris from previous guests and had to ask for them to be cleaned. On our final morning there was still food debris on the floor around our table. Staff rarely cleared used crockery from tables, often leaving us to take our own plates to the clearing station while staff stood talking amongst themselves. By our final morning, my wife and I decided not to eat breakfast at all because the repeated cleanliness issues had left us no longer comfortable doing so. I spoke to the breakfast manager about the recurring cleanliness issues, food temperature and poor service. He listened and acknowledged my concerns, but there was no meaningful follow-up. At check-out I was asked whether we'd enjoyed our stay. When I replied that we hadn't, the response was simply, "Oh right," with no interest in understanding why. One final disappointment was the Executive Lounge policy. We only discovered on arrival that our 12-year-old daughter wasn't permitted in the lounge during the evening drinks service. Had this been made clear when booking, I wouldn't have paid the premium for lounge access. I've stayed in Hilton hotels for many years and previously stayed at this hotel when standards were much higher. This wasn't one major issue but a series of recurring failures in cleanliness, comfort, service and attention to detail. Sadly, this no longer feels like a five-star hotel, and in my opinion falls well below the standards I associate with the Hilton brand.

3 weeks ago · via Google

We recently stayed at this hotel and had a mixed experience. On the positive side, the breakfast was excellent, with a good variety and quality. A special mention goes to Katheryna, the hostess, who provided outstanding service — she was attentive, warm, and truly made a difference to our mornings. The rooms, particularly on the executive 12th floor, were clean, comfortable, and well-maintained. However, there were several issues that significantly impacted our stay. Firstly, reception staff appear to lack proper training and attention to detail. Upon check-in, my husband (a member) was not given the standard card holder for the room keys, which is a basic but important detail to prevent losing them. When he later requested it, only a limited option was provided, which felt inconsistent and unprofessional. On our final day, my husband requested a simple printout, but the receptionist provided the wrong email address, resulting in unnecessary delays of over 10 minutes. I had to leave breakfast to assist and involve another staff member, as the receptionist seemed unsure of how to handle the situation. The checkout process was even more concerning. My husband clearly informed reception that he was checking out and left his luggage there before briefly returning to breakfast. No one checked the account or informed him of any outstanding balance at that time. Instead, after he had already left the hotel, a staff member approached me — despite me not being responsible for the booking — while I was having breakfast to address the issue. This was inappropriate and could have been easily avoided with proper procedures. Another major issue for us was the executive lounge. Closing it at 9 p.m. in Canary Wharf does not align with the reality of the guests staying here. Many people in this area work long hours or across time zones and return to the hotel around 10 p.m. needing a quiet space to continue working. When we raised this with a staff member in the lounge, Veena from Rumania she responded defensively, stating that “all executives go to sleep by 9 p.m. and that is the policy" which felt dismissive and out of touch with the needs of business travellers. If the concern is about food and drink consumption, a simple solution would be to close access to refreshments while still allowing the space to remain open for work. For us, this is a significant drawback and a key reason why we would reconsider staying here again. Overall, while the hotel offers good comfort and excellent breakfast service, the reception team requires significant training, and the executive lounge policy does not meet the expectations of professionals working in a business district like Canary Wharf. If you are travelling for work, especially with late hours or requiring efficient service, this may not be the most suitable option.

4 months ago · via Google

We recently stayed at Hilton London Canary Wharf for my wife’s birthday celebration and I can honestly say this was one of the most memorable Hilton stays we have had as a family. As a Hilton Honors Diamond member, I have stayed at many Hilton properties over the years, and this hotel truly stood out — not only because of the facilities and location, but because of the exceptional customer service we received, especially from Venera Tatulescu. From the moment we arrived, our Diamond status was fully recognised and appreciated. We were incredibly grateful to be upgraded to a beautiful suite for our family, which made the birthday stay feel even more special. The suite was spacious, clean, comfortable and perfect for travelling with children. It immediately set the tone for what should have been a relaxing and enjoyable stay. During our visit, there was a slight issue that arose involving another member of the team. I won’t go into the details because what truly matters is how the situation was handled afterwards — and this is where Venera absolutely excelled. She was professional, calm, reassuring and genuinely caring throughout. She listened carefully, took ownership immediately and made us feel valued as loyal Hilton guests. Rather than making excuses, she focused entirely on putting things right and ensuring our family left happy and looked after. In hospitality, problems can occasionally happen anywhere, but true customer service is measured by how those problems are resolved. Venera embodied the Hilton standard perfectly and reminded me exactly why I continue to stay loyal to the Hilton brand. She turned what could have negatively affected the stay into something that actually strengthened our opinion of the hotel. Her communication, empathy and professionalism were genuinely outstanding and she deserves real recognition for the way she handled everything. The breakfast each morning was also fantastic. The live omelette station was excellent and the breakfast selection overall was fresh, varied and very well presented. One thing we especially appreciated was how accommodating and respectful the chefs were regarding our halal requirements. They used clean utensils and separate pans each morning without hesitation, which made us feel comfortable and respected as guests. Small touches like this make a huge difference and show genuine care for customers. The location of the hotel is another major positive. It is very family friendly, close to plenty of eateries around Canary Wharf and extremely convenient for getting into central London via the nearby tube stations. Despite being in such a busy area, the hotel itself felt relaxing and safe. The car park was also spacious and convenient, which made arriving and leaving stress-free. Overall, this stay reminded me what true hospitality looks like. Thank you to the team at Hilton London Canary Wharf, but especially to Venera, for going above and beyond for my family during an important occasion. Because of the way we were treated, we will absolutely return to this property in the future and would highly recommend it to anyone visiting London — especially Hilton Honors members and families looking for a welcoming, professional and genuinely caring hotel experience.

3 months ago · via Google