Doubletree By Hilton Hotel Swindon

The staff are absolutely lovely. The beds are excellent. The bedrooms are good. As for the rest, nobody would want to holiday in a place such as this. Perhaps unless they were on a bus with no choice. You come here because to have to. For a conference or some other institutional reason. You eat the dull food in the dull surroundings. You drink the indifferent wine. And you leave with a sigh of relief.

Had a fantastic night in the hotel, absolutely fabulous. The staff all went above and beyond to make the stay so enjoyable. The room was also amazing and the bed very comfortable. Must say a very special mention to resteraunt manager jo and all the resteraunt staff who were all absolutely fantastic. Cant wait to stay at the hotel again. Nigel.

If you’re going here expecting a luxury Hilton then you’ll be disappointed. If all you need is a place to stay for a night, within minimal frills then this is what you’ll get - and they do this very well. The rooms are very clean but are very tired and need refurbished. The furniture in the rooms is a bit of a mismatch - see my picture for the conference room chair and random table placed in the room. It was so odd it was funny - but that is a good example of attention to detail in the rooms. Everything is passed its time to be replaced. The air conditioning seemed to have two settings - hot or cold. It wasn’t particularly strong even on speed 3, so I can see how this would be a problem in warmer weather. The windows open though. Breakfast was fine but I get the sense they’re now penny pinching - the cold meats and cheeses were cut into tiny little pieces, the pastries are now tiny, one very slow coffee machine for the whole restaurant - this wasn’t the case on my last stay a while back. All the team members were polite and helpful. Location is just off the M4 so don’t be surprised that you don’t have views of rolling hills like some reviewers seem to mention with disappointment. All in all, a functional no frills hotel, fine for one or two nights. (And the hotel will reply with their usual “we’ll feed all this back/we’ll do xxx - but they don’t do anything as I’ve stayed here over the years and the rooms never change, so ignore their generic response)

I am extremely disappointed to have to write this review, but I feel it is important to share the experience I had during what should have been a straightforward overnight stay. After a long three-hour drive, I arrived at the hotel at approximately 2:00 a.m. I had a wedding to attend the following morning, so all I wanted was a smooth check-in, a few hours of sleep, and to leave early the next day. Instead, I experienced what was, without question, the worst hotel check-in I have ever encountered. The night auditor, Christopher, and another member of staff, Suzie, made the entire check-in process unnecessarily difficult and incredibly distressing. From the moment I arrived, they were rude, dismissive, and completely lacking in professionalism. They repeatedly spoke to each other in their own language while standing directly in front of me, exchanged facial expressions and gestures that made me feel as though they were talking about me, and created an atmosphere that left me feeling uncomfortable, unwelcome, and embarrassed. Rather than attempting to resolve the situation or provide any level of customer service, they seemed unwilling to accommodate me in any way. What should have been a routine check-in turned into an argument that continued until around 3:00 a.m. I was left feeling frustrated, exhausted, and completely shocked by the way I was treated. To make matters even worse, after I expressed that I no longer felt comfortable staying at the hotel because of the way I had been treated, my booking was cancelled. As a result, I was forced to spend the next hour, in the early hours of the morning, searching for alternative accommodation. After already driving for three hours, this was the last thing I should have had to deal with. I chose to book with Hilton because of its reputation for outstanding hospitality and customer service. Unfortunately, this experience fell far below the standards I expected from such a respected brand. The conduct displayed by Christopher and Suzie was unprofessional, disrespectful, and completely unacceptable. No guest should ever be made to feel humiliated or unwelcome in the way that I was. I sincerely hope this complaint is taken seriously by management. I believe the conduct of these two members of staff should be thoroughly investigated, and appropriate action and additional customer service training should be considered to ensure that no other guest has to endure a similar experience. This experience not only ruined the start of an important weekend but has also left me questioning whether I would ever choose to stay at a Hilton property again. I have added a picture of Christopher and suzie below horrible service you can just tell by the lack of empathy on the face and christopher was arguing non stop with us appauling i’m so disgusted from the Hilton