Hilton London Heathrow Airport Terminal 5

Poyle Road | Colnbrook, ENG SL3 0FF  [SEE MAP]Colnbrook, ENG  [SEE ADDRESS]
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Courtesy of Hilton London Heathrow Airport Terminal 5

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Guest Reviews

Tripadvisor Traveler Rating 1

Appalling customer service

Aug 12th, 2020

Yet another customer still waiting for a refund. We booked last Sept to stay this June. The hotel cancelled our booking in May and advised we would receive a refund within 30 days. Well despite numerous emails and calls since then both to the hotel itself and head office we have still not received our refund. Apparently only the hotel manager can sort it, even though we booked via the Hilton main website. What was meant to be a lovely pre-flight birthday treat has turned into a complete nightmare. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 1

Still Waiting On Refund Shame On You, Awful Customer Service!

Aug 9th, 2020

I have been waiting nearly 5 months now for a refund. I appreciate that these are unprecedented times, however I work in the travel industry and we brought people out of Furlough purely to deal with refunds for our customers. Keep getting told my Hilton Customer Services next week, tired of it now. Going to do a charge back on my credit card. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 1

Also awaiting refund

Jul 18th, 2020

Similar to other reviewer comments, we’ve also been waiting a few months so far for our refund. Following Hilton Corporate’s process to get a full refund due to COVID 19, we completed the necessary procedures but, to no avail. As others have tried to do, we’ve phoned and emailed the hotel many times with no response. We’re now in the process of working with Hilton Corporate to try to resolve this matter. They did say this should have been resolved by the hotel themselves some time ago. We’re Hilton Honors Diamond members and therefore used to excellent Hilton service and experience, however on this occasion we’ve been left very disappointed. Hoping this will all be resolved soon and return to the Hilton experience as we know it! TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 1

Waiting for my refund over 4 months now.

Jun 29th, 2020

There is no answer to the telephone, or to emails. This is appalling service from an international hotel chain! They must own hundreds of customers money, if not thousands. When they do open up I expect another delay but at least maybe I can speak to someone! TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 3

Pre early morning flight

Jun 27th, 2020

Booked this hotel with my 2 daughters the night before an early morning flight to Chania. Nice comfortable 3 bedded room that was far too hot, got a reduction on the overnight rate as they were unable to control the A.C. Regular bus service to and from airport TRIPADVISOR.COM USER 

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