6/10 Okay
Karen
16 Jun 2025
Liked: Cleanliness, property conditions & facilities, room comfort
The hotel, room and food were very good - no complaints here.
However the check in was awful. Apparently we had no reservation despite having a welcome email from the Hotel with confirmation of our booking. We had to wait a good 40 minutes at the reception desk whilst various phone calls were made to sort things out. There appeared to have been a breakdown in communication with Hotels. Com and the Hilton. However we were made to feel this was our problem and it was uncomfortable and embarrassing having this played out in earshot of other customers arriving to check in . We were also informed that because they eventually found us a room someone else would now not get one! They did give us a bottle of Prosecco at the end of the debacle- I needed it to calm my nerves. Feedback - please do not make paying customers feel like they are to blame for this situation and don’t leave them standing at the check in desk whilst you try to rectify your mistakes
Karen
Stayed 1 night in Jun 2025