I’ve stayed here a number of times and this hotel is great! The location is perfect for exploring London and being close to many top attractions for visitors. The staff are always great. Rooms are clean and beds are very comfortable. The breakfast is excellent. I very much enjoy staying here and will continue to do so.
We felt looked after for the whole of our stay. The staff were consistently warm and helpful, which made a real difference travelling with our family. The highlight, though, came after checkout: I realised I'd left my laptop behind. Thanks to the team's quick and capable handling, it was found, kept safe, and returned to me without any hassle. I'm truly grateful. As a bonus, you can take in views of Tower Bridge and The Shard from the hotel — a lovely way to end the day. Highly recommended.
This hotel is made all the better by having the marvellous Stephanie working here. She is incredible. Absolutely embodies the Hilton values, finds a solution when you didn’t think there was one, and is polite, professional and a gem of an employee. To management - hold onto her because there aren’t a lot of people like her out there. She will be snapped up. Stephanie sorted an issue for me in minutes and made a very stressed me instantly relaxed. She is great. Honestly. The hotel itself is good. Nice linen and good beds. Fairly quiet. Nice toiletries. The hotel is nice but it’s Stephanie that sets it apart.
We stayed at this hotel for 10 nights during a business trip. Our company booked part of our stay, and we arrived earlier and extended our trip, so we ended up with three separate bookings. Our first own booking to executive suite was spacious but couldnt find the mini bar fridge as the coffee station had nothing but nespresso machine. It turned out the mini fridge was inside of the desk drawer in the other corner of the living room. For our second and third bookings, we were upgraded to the newly refurbished Tower Rooms as Hilton Honors Diamond. The rooms are quite small with very limited space for large luggage. We also had a minor housekeeping issue (two shower gels instead of shampoo and shower gel), which was fixed and AC was not working properly on the last room. Staffs are friendly in general and my main issues were: 1. 3 out of 4 lifts were reserved for a private event, making it frustrating to get up and down during that time. 2. The Executive Lounge doesn’t allow guests to take bottled water out, unlikely most hotels are flexible with. (Room only provides 2 bottles of 330 ml.)
I've stayed at this hotel a couple of times (Diamond Hilton member) but unfortunately my most recent experiences have convinced me not to return. Before my stay, expectations were set that simply weren't met. The room I was allocated (917) was presented as offering "more space", but in reality it felt like a significant downgrade compared to Room 707 where I'd stayed previously. It was an older room, the air conditioning barely worked, and overall it was far less comfortable. To make matters worse, the rooftop bar was closed for a private event during both of my recent stays. This wasn't communicated clearly before arrival, despite it being one of the hotel's main attractions and a reason I chose to book. A simple notification at the time of booking or before check-in would have managed expectations. What disappointed me most wasn't just the room or the rooftop closure—it was the feeling that the hotel overpromised and underdelivered. Rather than acknowledging this, the response I received focused on explaining why everything was technically correct instead of recognising the guest experience. I've stayed in many Hilton properties and usually have excellent experiences, but this one fell well below expectations. Sadly, this will be my last stay here, and I'll be choosing alternative hotels in the area for future visits.
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