London Hilton on Park Lane

22 Park Lane | London, England W1K 1BE  [SEE MAP]London, England  [SEE ADDRESS]

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Guest Reviews

TripAdvisor Traveler Rating 5

Brilliant Hotel

Dec 12th, 2019

Such a brilliant hotel. I recently held a large corporate dinner here, and the team were excellent. They're always incredibly helpful, friendly and attentive to our team and our guests. Everything went so smoothly and it wasn’t remotely stressful. They are such a pleasure to work with. It makes for a much more enjoyable experience when the team are as outstanding as they are. The food is brilliant, and they are always flexible with our slightly out there ideas. Thank you! TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 2

Used to be good...but....

Dec 11th, 2019

Stayed in the hotel for 4 days, departed on Sunday. I am a Hilton Diamond member. I had sent an email ahead of time telling them when we would arrive. When we did get to the hotel our room wasn't ready, which is fine. They said it would be about one hour until they finished cleaning it so we went to the Exec Lounge for breakfast. We stayed in the Lounge for 1 1/2 hours. I went down to the front desk to see if the room was ready and they told me it wasn't but they could put us into another room. I am not sure if this included an upgrade because I don't know what room we were originally supposed to get... First issue... I agreed to take the room that was ready. I gave the front desk the baggage claim ticket and they said someone would bring our bags up. We waited for 1/2 hour and no bags showed up. I then went down to the bellman and asked him if our bags were coming up or???? He took me into the bar which was completely full of bags and asked me if my bags were there. I saw them and took them myself. No one even offered to bring them up for me. I don't know what happened to my baggage claim ticket but I do know that this guy didn't ask me for one. I could have taken anyone's bags with me.... hmmmmm. Next thing is that they put us into a xx12 room. these are rooms with small windows (doors) and a small balcony. Usually these doors should be locked but ours was opened. I believe this was because someone was smoking in this room earlier. One could smell it!! There was no way to close this door so at night, because of the wind, all it did was bang as it opened and shut. Not acceptable. As a diamond member usually there is a card from the Manager with some kind of complimentary nuts, fruit, wine, etc. What was in my room??? absolutely nothing. I spent 130 nights in the hotels that belong to the Hilton chain THIS YEAR ALONE and they don't even have the courtesy to send me a card. In addition to this, I had to have the door cards (keys) redone four times as they didn't work. And, no, they weren't next to my credit cards or my mobile. We were on the 23rd floor. We had come up one time to go to the room and the cards didn't work. I approached a housekeeper and asked her for assistance. I had my ID on me so there was no problem identifying who I was. She said rudely in broken English "Call reception". No "Oh, I'm sorry but I won't be able to let you in... or other nice words... simply "Call reception" which I tried to do but guess what, the phone in the hallway didn't work... Incredible. Another housekeeper let me in and I called Guest Relations. All that they did was lie, saying that the housekeeper probably didn't know me, etc but the one that did let me in didn't know me either!!!! No apology, nothing. I was there for another full day and absolutely nothing from the Manager... No phone call, no apology, nothing.. however two days later I did receive an emaill where they, wait for it, OFFERED ME AN UPGRADE ON MY NEXT VISIT!!!!!!!!! Please.... I have stayed at the Park Lane Hilton for at least 5 years now. I knew the Concierge. To my amazement I found out on this trip that he had left and gone to the Savoy... Really a shame, but it does say something for the hotel.. When a good concierge leaves, it means something. I won't be staying here again. It used to be a good place but I noticed on this trip that they simply don't care about any of the guests and they all lie. Beware because you won't receive any help and they couldn't care a less about doing anything for the guests, except for taking payment. You would think that after suck loyalty you would really be treated alot differently. Oh well. lessons learned. time to move on TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 4

Loved the hotel and location, staff let us down this time!

Dec 9th, 2019

This was not our first stay here, and family have stayed on many occasions also. We have all noted that service is slipping though unfortunately. Everything about our stay was great except, perhaps just unfortunately for us, most of the staff that we interacted with. We needed two rooms, one overlooked Hyde Park and the other over Green Park on the 17th and 22nd floors respectively. For London, rooms are a good size, they were very comfortable and clean with lovely London views, not much more needed. The location is great if you are happy to walk a little. You can get to Oxford St in a 10+min walk (depending on your speed :)) and Hyde Park is just on your door step with Hyde Park Corner tube stop a 5 min walk and Green Park about 8 mins. We ate in Trader Vics one night, the Polynesian inspired restaurant in the basement of the hotel. The cocktails are as good as ever, and the food tasty, though the service, a little grumpy from our waiter to be honest. We had exec lounge access which we used for breakfast one morning and was very nice, but ate out for the remaining two breakfasts just beause its London, and there's so much choice! We also went for drinks in 10 degrees at Galvins on the 28th floor which were also lovely. Now, my reason for 4 out of 5, well from the front desk, to Trader Vics, to 10 degrees most staff we interacted with were abrupt, seemed uninteresed and frankly bordered on rude in some interactions. We love to meet and chat with the team where we are staying, but our attempts were met with distain on this occasion! The worst though, we had a couple of very poor interactions with front desk team one of which in particular when one of our party attempted to query charges from the Hilton on her bank account even though we had paid in full before staying and had made no charges to the room etc. The interaction could have been very easy once we finally got to the bottom of it, but unfortunately the lady we dealt with made it very difficult, and treated us and the situation poorly. Look, it's not the be all and end all if staff aren't the best, but it is a bit of shame when paying the money you do for this property. Maybe we were just unfortunate and caught the wrong people on bad days. We will probably give it another try, but if it keeps going that way, we may have to reconsider after that. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 5

Another excellent stay at the Park Lane Hilton

Dec 8th, 2019

Another excellent stay at the Park Lane Hilton. The service was great as was the room. Checking -in was undertaken in a timely manner our room was upgraded and available upon arrival. Checking-out was easy. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 4

Anniversary Holiday

Dec 6th, 2019

I booked a week using my HH points. I didn’t like I initial room so the hotel quickly accommodated my change request. The staff were all friendly and helpful. Hotel is an ideal location close to Hyde Park and designer shopping. I visited the Hilton Kensington and was glad we were at Park Lane just for the decor and atmosphere. The restaurant food was very average. TRIPADVISOR.COM USER 

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