Exterior

Reviews of Hilton London Heathrow Airport Terminal 5

4 out of 5
Hilton London Heathrow Airport Terminal 5
Poyle Road, Colnbrook, Slough, England

Reviews

7.8

Good

Rating 10 - Excellent. 420 out of 1008 reviews" "
Rating 8 - Good. 300 out of 1008 reviews" "
Rating 6 - Okay. 111 out of 1008 reviews" "
Rating 4 - Poor. 91 out of 1008 reviews" "
Rating 2 - Terrible. 86 out of 1008 reviews" "

9.0/10

Cleanliness

8.2/10

Staff & service

7.6/10

Amenities

8.4/10

Property conditions & facilities

7.8/10

Eco-friendliness

Reviews

8/10 Good

Simon

Liked: Cleanliness, property conditions & facilities
Stayed 1 night in Mar 2024

6/10 Okay

Janie

Business traveler
Liked: Cleanliness, amenities
Disliked: Property conditions & facilities
Some of the lights in my room did not work properly and it took a long time to get through to the front desk to report it (the phone rang and rang) and once I did, maintenance never did come. So my room was overly dark. The bed was also quite hard.
Stayed 1 night in Mar 2024
Response from Linda on Mar 24, 2024
Thank you for taking the time to share your feedback regarding your recent stay with us. I sincerely apologize for the inconvenience you experienced with the lighting in your room and for the delay in addressing your concerns with our maintenance team. Your comfort and satisfaction are our top priorities, and it's disheartening to learn that we fell short in meeting your expectations.Rest assured, I have personally addressed your feedback with our team to ensure that proper procedures are followed to promptly address maintenance issues reported by our guests. We will also look into improving our phone system to ensure that calls are promptly answered to provide swift assistance.Regarding the comfort of the bed, please accept my apologies for any discomfort you experienced. We understand the importance of a good night's sleep, and I regret that we did not meet your expectations in this regard. Your feedback is valuable, and we will use it to make necessary improvements to enhance the overall guest experience.Should your travels bring you back to our area, we would appreciate the opportunity to provide you with a much-improved stay. Please don't hesitate to reach out to me directly if you would like to discuss your experience further or if there is anything else we can assist you with.Once again, I apologize for the inconveniences you encountered, and I hope to have the chance to welcome you back for a more enjoyable stay in the future.Warm regards,Linda BeneFront Office Manager

2/10 Terrible

James, Cullompton

Business traveler
Disliked: Staff & service, amenities
Do not cater for dietary restrictions also parking extremely expensive
Stayed 1 night in Feb 2024
Response from Linda, Front Office Manager on Mar 11, 2024
Dear JamesThank you for your review of our hotel. I am sorry that everything was not completely satisfactory during your stay. We do have a range of dietary requirements on our menus but if you had any specific feedback we can share with Chef please do let us know and we would be happy to pass these on.Kind regardsLinda

10/10 Excellent

Ashley

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I really enjoyed the conference areas as i was there for the convention. Workers were so polite and helpful
Stayed 6 nights in Feb 2024
Response from Linda, Front Office Manager on Feb 29, 2024
Dear AshleyThank you for completing a review of our hotel. We are really pleased you enjoyed your stay and event with us. I hope we can welcome you back to the hotel in the near future.Kind regardsLinda, Front Office Manager

8/10 Good

Tamsin

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The hotel offered, stay and park for our holiday from Heathrow. We paid to stay the night before our flight and then had parking all week. We then also decided to book an additional night when we landed. This worked out as really good valuevfor money. Otherwise parking is £16 per night. The hotel is spacious and relaxed and we really enjoyed the spa facilities. Although there were lits of little flies everywhere in the spa. We also really liked that there was a shared Uber booking portal in reception to the airport which we used and found really well priced.
Stayed 1 night in Feb 2024
Response from Linda on Feb 21, 2024
Thank you for your comments regarding your stay we are very pleased to hear about the outstanding service you received from our team. We pride ourselves in always providing with the best customer experience possible. We are sorry about your spa experience and will definitely review it with the spa manager. We hope to welcome you back to our hotel again soon.

10/10 Excellent

Sonia, Port Hueneme

Liked: Cleanliness
Convenient
Stayed 1 night in Feb 2024
Response from Linda on Feb 26, 2024
Dear Sonia,Thank you for the lovely feedback.Kind regards,Linda Bene

10/10 Excellent

Shennon

Stayed 1 night in Jan 2024
Response from Linda on Mar 24, 2024
Thank you for the great feedback.Kind regards,Linda BeneFront Office Manager

4/10 Poor

Akash

Business traveler
Very far from Terminal 5
Stayed 1 night in Jan 2024
Response from Linda on Feb 26, 2024
Dear Akash,Thank you for taking time and write a review about your recent stay.Your feedback will be taken on board in order to make improvements where needed and to ensure that our high-quality standards are maintained. We are 3 miles from the airport and have many transportation options available to get to.Kind regards,Linda Bene

6/10 Okay

Dorothea

Stayed 1 night in Jan 2024
Response from Linda, Front Office Manager on Feb 29, 2024
Dear DorotheaThank you for taking the time to complete a review of our hotel. I am sorry that you did not completely enjoy your stay. If you would like to share any further feedback to help us improve for the future please do feel free to contact me.Kind regardsLinda, Front Office Manager

10/10 Excellent

George

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice big room. Great shower. Friendly staff.
Stayed 1 night in Jan 2024
Response from Linda on Jan 18, 2024
Dear George,Thank you for the great review.Looking forward to welcome you back soon.Kind regards,Linda BeneFront Office Manager

8/10 Good

Mustapha

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Jan 2024
Response from Linda on Jan 18, 2024
Dear Mustapha,Thank you for taking time to review the hotelKind regards,Linda BeneFront Office Manager

10/10 Excellent

BIQI

Stayed 1 night in Jan 2024
Response from Linda on Feb 9, 2024
Dear BIQI,Thank you for the great review.We are looking forward to welcoming you back.Kind regards,Linda BeneFront Office Manager

8/10 Good

Jose

Traveled with family
Stayed 1 night in Jan 2024
Response from Linda on Jan 18, 2024
Thank you for taking time and review our hotelKind regards,Linda BeneFront Office Manager

10/10 Excellent

Margaret

Liked: Cleanliness, staff & service, property conditions & facilities
Great after a long trip!
Stayed 1 night in Jan 2024
Response from Linda on Jan 10, 2024
Dear Margaret,Thank you for your lovely comment.We are looking forward to welcoming you back soon.Kind regards,Linda BeneFront Office Manager

8/10 Good

Sheila

Liked: Cleanliness, staff & service, property conditions & facilities
The bed was too hard. We were told that there are soft beds in the hotel, but we were not offered a soft bed.
Stayed 1 night in Jan 2024
Response from Linda on Jan 10, 2024
Dear Sheila,Thank you for your feedback.I am sorry we didn't meet your expectations on some aspects of your stay. WI am sorry to hear, that you were not offered a soft bed. Please let us know in comments on your future booking regarding your bed preference. We will be gladly accommodate your request.Looking forward to welcoming you back in our hotel.Kind regards,Linda BeneFront Office Manager

4/10 Poor

Ronan

Stayed 1 night in Dec 2023
Response from Linda on Jan 18, 2024
Dear Ronan,Thank you for taking time and rate the hotel.Please share with us any comments you may haveKind regards,Linda BeneFront Office Manager

10/10 Excellent

Elizabeth, Leeds

Liked: Cleanliness, staff & service, property conditions & facilities
Disliked: Amenities
Stayed 1 night in Dec 2023
Response from Linda, Front Office Manager on Feb 29, 2024
Dear ElizabethThank you for taking the time to complete a review for our hotel. We are really pleased that you enjoyed your stay. I hope that we can welcome you back to the hotel in the future.Kind regardsLinda, Front Office Manager

2/10 Terrible

lars

Stayed 1 night in Dec 2023
Response from Linda, Front Office Manager on Feb 29, 2024
Dear Lars,Thank you for your taking the time to complete a review. I am sorry that you were not happy with your stay. If you would like to share any further details to help us in improve for the future please do feel free to contact me. We hope we can welcome you back soon to our hotel. Kind regards,Linda BeneFront Office Manager

2/10 Terrible

Gareth

Traveled with family
Avoid
Upon Checking we were given the wrong room and i had to show the booking conformation to have the correct room allocated, the room was booked for 2 Adults and 2 Children, but only one bed (When asked we had 2 fold out beds delivered) The Main issue during the stay was the loud music from a christmas party, We had booked this hotel as it sells itself as a Airport Hotel and the music went on until 12:45AM, The room had also been partiality refurbished but still looking old and tatty especially the furniture
Stayed 1 night in Dec 2023
Response from Linda on Jan 5, 2024
Dear Gareth,Thank you for your review.We apologise that the extra beds arrived later in your room. Please be assured, that this is not our standards. I will share your review with relevant team and I will take time to investigate your comments with the relevant team members. We hope you give us another chance and you will stay with us again in the near future.Kind regards,Linda BeneFront Office Manager

10/10 Excellent

Chukwuka

Stayed 1 night in Dec 2023
Response from Vilma on Dec 31, 2023
Dear Chukwuka, Thank you for the wonderful feedback, it is great to hear how much you enjoyed the service and facilities at out hotel. We pride ourselves in always providing with the best customer experience possible I look forward in welcoming you back to Hilton London Heathrow Terminal 5 in the near future.Sincerely, Vilma Fernandes

10/10 Excellent

Thomas

Stayed 1 night in Dec 2023
Response from Linda on Jan 18, 2024
Thank you for the great ratingKind regards,Linda BeneFront Office Manager

8/10 Good

Andre

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023
Response from Vilma on Dec 20, 2023
Dear Andre,Your comments about the Hotel and the staff are appreciated. Our commitment is to provide the finest in service and personal attention to everyone who stays with us, and it is helpful when our valuable guest pass their opinions and experiences to us as we strive to achieve a score of 10 in every department. Please do have me as a contact for anything you may need prior or during your stay as I will personally look after your stay. I look forward in welcoming you back to Hilton London Heathrow Terminal 5 in the near future.Sincerely,Vilma Fernandes

2/10 Terrible

mark

Traveled with partner
Disliked: Staff & service, amenities, property conditions & facilities
well well well, I waited to review this place to see if they refunded me, but they didn't so here's the reason why only 1 star. They had a massive xmas party on & loud bassy music until 1.30am, we were on 4th floor & could hear & feel the music, when we called reception at midnight to complain they said we would waive the parking fee.. so we got to sleep at 1.30 & the alarm went off at 3.30 for our flight, absolutely shocking that we weren't warned or refunded. bath plug didn't work either so couldn't have a bath.
Response from Vilma on Dec 20, 2023
Dear Mark, Thank you for taking the time to complete our on-line satisfaction survey regarding your recent stay with us here at Hilton London Heathrow Terminal 5. Your comments about the Hotel and the staff are appreciated. Our commitment is to provide the finest in service and personal attention to everyone who stays with us, and it is helpful when our valuable guest pass their opinions and experiences to us as we strive to achieve a score of 10 in every department. My sincere apologies for not exceeding your expectations on this occasion. Please may I ask for feedback in regards to your survey as your comments guide us with what we are doing well or where we need to improve in our product or service delivery. Please do contact me on your next stay in order restore and ensure every detail of your stay is given the very best attention. Once again we thank you for choosing the Hilton London Heathrow Terminal 5 and for taking the time to provide us with valued feedback. We hope to welcome you back on your next stay in Heathrow. If I can be of any further assistance to you, please do not hesitate to contact me. Sincerely, Vilma Fernandes

10/10 Excellent

Ben

Stayed 1 night in Dec 2023
Response from Vilma on Dec 20, 2023
Dear Ben, Thank you for the wonderful feedback, it is great to hear how much you enjoyed the service and facilities at out hotel. We pride ourselves in always providing with the best customer experience possible I look forward in welcoming you back to Hilton London Heathrow Terminal 5 in the near future.Sincerely, Vilma Fernandes

10/10 Excellent

Elmer, Reno

Stayed 1 night in Dec 2023
Response from Linda on Jan 5, 2024
Dear Elmer,Thank you for the great review.We are looking forward to welcoming you back soon.Kind regards,Linda BeneFront Office Manager

8/10 Good

Andrew

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023
Response from Vilma on Dec 15, 2023
Dear Andrew, Thank you for taking the time to complete our on-line satisfaction survey regarding your recent stay with us here at Hilton London Heathrow Terminal 5. Your comments about the Hotel and the staff are appreciated. Our commitment is to provide the finest in service and personal attention to everyone who stays with us, and it is helpful when our valuable guest pass their opinions and experiences to us as we strive to achieve a score of 10 in every department.Please do contact me on your next stay in order restore and ensure every detail of your stay is given the very best attention. Once again we thank you for choosing the Hilton London Heathrow Terminal 5 and for taking the time to provide us with valued feedback. We hope to welcome you back on your next stay in Heathrow. If I can be of any further assistance to you, please do not hesitate to contact me. Sincerely, Vilma Fernandes

10/10 Excellent

Dr Finella

Stayed 1 night in Dec 2023
Response from Vilma on Dec 15, 2023
Dear Dr. Finella, Thank you for the wonderful feedback, it is great to hear how much you enjoyed the service and facilities at out hotel. We pride ourselves in always providing with the best customer experience possible I look forward in welcoming you back to Hilton London Heathrow Terminal 5 in the near future.Sincerely, Vilma Fernandes

10/10 Excellent

jean

Stayed 1 night in Dec 2023
Response from Vilma on Jan 2, 2024
Dear Jean,Thank you for your comments regarding your stay we are very pleased to hear about the outstanding service you received from our team. We pride ourselves in always providing with the best customer experience possible. Apologies for any inconvenience caused. Your feedback truly matters! We hope to welcome you back to our hotel again soon. Sincerely, Vilma Fernandes

10/10 Excellent

Marias

Stayed 1 night in Nov 2023
Response from Vilma on Dec 15, 2023
Dear Marias, Thank you for the wonderful feedback, it is great to hear how much you enjoyed the service and facilities at out hotel. We pride ourselves in always providing with the best customer experience possible I look forward in welcoming you back to Hilton London Heathrow Terminal 5 in the near future.Sincerely, Vilma Fernandes

2/10 Terrible

Christian

Stayed 1 night in Dec 2023
Response from Vilma on Dec 31, 2023
Dear Christian, Thank you for taking the time to complete our on-line satisfaction survey regarding your recent stay with us here at Hilton London Heathrow Terminal 5. Your comments about the Hotel and the staff are appreciated. Our commitment is to provide the finest in service and personal attention to everyone who stays with us, and it is helpful when our valuable guest pass their opinions and experiences to us as we strive to achieve a score of 10 in every department. My sincere apologies for not exceeding your expectations on this occasion. Please may I ask for feedback in regards to your survey as your comments guide us with what we are doing well or where we need to improve in our product or service delivery. Please do contact me on your next stay in order restore and ensure every detail of your stay is given the very best attention. Once again we thank you for choosing the Hilton London Heathrow Terminal 5 and for taking the time to provide us with valued feedback. We hope to welcome you back on your next stay in Heathrow. If I can be of any further assistance to you, please do not hesitate to contact me. Sincerely, Vilma Fernandes.

4/10 Poor

James, Cullompton

Business traveler
Bed awful only one lift working.
Stayed 1 night in Dec 2023
Response from Sunaina Dhap on Dec 6, 2023
Dear James, Thank you for taking the time to complete our on-line satisfaction survey regarding your recent stay with us here at Hilton London Heathrow Terminal 5 At Hilton London Heathrow Terminal 5, we strive to meet and exceed our guests' expectations and appreciate all feedback we receive, as your comments guide us with what we are doing well or where we need to improve our product or service delivery. I am sincerely sorry to hear of the experience you encountered during your stay. This is certainly not the level of service and facility we pride ourselves on delivering, and please be assured that corrective measures will be taken by investigation with the departmental managers to prevent such occurring in future. As a valued guest we appreciate and value your business and would not like to think you have been left with a negative opinion of Hilton London Heathrow Terminal 5 and that we have the opportunity to welcome you back again in the near future, in which I would like to offer you a complimentary upgrade to an Executive Room with complimentary breakfast and lounge access when you book a standard room. Please do contact me directly with your reservation details as I will assure you that all of your request are met with added VIP amenities to your profile. Once again my sincere apologies. Please do have me as a contact for anything you may need prior or during your stay as I will personally look after your stay. I look forward in welcoming you back to Hilton London Heathrow Terminal 5 in the near future. Sincerely,Sunaina Dhap

10/10 Excellent

David

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Good hotel and lovely staff, and a really good location. Only slight cristism on breakfast was the bacon isn't great and slightly overdone
Stayed 1 night in Dec 2023
Response from Vilma on Dec 10, 2023
Dear David,Thank you for your comments regarding your stay we are very pleased to hear about the outstanding service you received from our team. We pride ourselves in always providing with the best customer experience possible. Apologies for any inconvenience caused. Your feedback truly matters! We hope to welcome you back to our hotel again soon. Sincerely, Vilma Fernandes

8/10 Good

Tony

Stayed 1 night in Dec 2023
Response from Sunaina Dhap on Dec 6, 2023
Dear Tony, Thank you for taking the time to complete our on-line satisfaction survey regarding your recent stay with us here at Hilton London Heathrow Terminal 5. Your comments about the Hotel and the staff are appreciated. Our commitment is to provide the finest in service and personal attention to everyone who stays with us, and it is helpful when our valuable guest pass their opinions and experiences to us as we strive to achieve a score of 10 in every department.Please do contact me on your next stay in order restore and ensure every detail of your stay is given the very best attention. Once again we thank you for choosing the Hilton London Heathrow Terminal 5 and for taking the time to provide us with valued feedback. We hope to welcome you back on your next stay in Heathrow. If I can be of any further assistance to you, please do not hesitate to contact me. Sincerely,Sunaina Dhap

4/10 Poor

Kevin

Stayed 1 night in Nov 2023
Response from Vilma on Dec 20, 2023
Dear Kevin,Thank you for your score,We strive to deliver an outstanding experience for each guest, therefore any feedback is precious for us, We really hope you to welcome you back soon, so we would have opportunity to reach 10/10,Kind Regards,Vilma Fernandes

10/10 Excellent

Richard

Stayed 1 night in Nov 2023
Response from Vilma on Dec 20, 2023
Dear Richard,Thank you for your comments regarding your stay we are very pleased to hear about the outstanding service you received from our team. We pride ourselves in always providing with the best customer experience possible. Apologies for any inconvenience caused. Your feedback truly matters! We hope to welcome you back to our hotel again soon. Sincerely, Vilma Fernandes

8/10 Good

Gavin

Stayed 1 night in Nov 2023
Response from Vilma on Dec 15, 2023
Dear Gavin,Thank you for taking the time to complete our on-line satisfaction survey regarding your recent stay with us here at Hilton London Heathrow Terminal 5. Your comments about the Hotel and the staff are appreciated. Our commitment is to provide the finest in service and personal attention to everyone who stays with us, and it is helpful when our valuable guest pass their opinions and experiences to us as we strive to achieve a score of 5 in every department.Please do contact me on your next stay in order restore and ensure every detail of your stay is given the very best attention. Once again we thank you for choosing the Hilton London Heathrow Terminal 5 and for taking the time to provide us with valued feedback. We hope to welcome you back on your next stay in Heathrow. If I can be of any further assistance to you, please do not hesitate to contact me. Sincerely, Vilma Fernandes

10/10 Excellent

Patrick

Stayed 1 night in Nov 2023
Response from Vilma on Dec 15, 2023
Dear Patrick,Thank you for your comments regarding your stay we are very pleased to hear about the outstanding service you received from our team. We pride ourselves in always providing with the best customer experience possible. Apologies for any inconvenience caused. Your feedback truly matters! We hope to welcome you back to our hotel again soon. Sincerely, Vilma Fernandes

2/10 Terrible

Melinda

Traveled with group
Disliked: Cleanliness, staff & service, property conditions & facilities
This property was an absolute disgrace. It is also unsafe and should be shut down until fully safety inspected. We had 2 rooms prebooked for an event and prepaid. One room was dirty, as in not ready for us as guests. 2 hour check in as computer sysyem for hotel keys was down. The other room was also unclean bedding. Then to top it all off I personally got locked out of my room due to hotel key not working. So I went back down in life to the reception. However, the lift jolted rapidly and stopped mid floor, the lights went out. Total darkness. I was super scared. I pressed the alarm nobody responded. I shouted for help through the elevator door. Luckily a hotel guest heard me. He personally went down to reception to get help. Then they tried to reset the elevator multiple times. Every time it jolted. I was very upset. After 30 minutes they got me out. Don’t stay here!
Stayed 1 night in Nov 2023
Response from Sunaina Dhap on Dec 6, 2023
Dear Melinda, Thank you for taking the time to complete our on-line satisfaction survey regarding your recent stay with us here at Hilton London Heathrow Terminal 5. Your comments about the Hotel and the staff are appreciated. Our commitment is to provide the finest in service and personal attention to everyone who stays with us, and it is helpful when our valuable guest pass their opinions and experiences to us as we strive to achieve a score of 5 in every department. My sincere apologies for not exceeding your expectations on this occasion. Please may I ask for feedback in regards to your survey as your comments guide us with what we are doing well or where we need to improve in our product or service delivery. Please do contact me on your next stay in order restore and ensure every detail of your stay is given the very best attention. Once again we thank you for choosing the Hilton London Heathrow Terminal 5 and for taking the time to provide us with valued feedback. We hope to welcome you back on your next stay in Heathrow. If I can be of any further assistance to you, please do not hesitate to contact me. Sincerely,Sunaina Dhap

4/10 Poor

Verified traveler

Disliked: Cleanliness, property conditions & facilities, room comfort
2 hour check in due to a ‘power cut’ which there seemed no contingency for and little In the way of proactive comms to the 50+ cue of people. The room was average but looked tired in places for an executive room - have stayed in better Premier Inns recently! Shower was blocked and flooded the bathroom which was reported and someone seemed to just bring fresh towels to replace the ones used to make the floor less like a lake All in all not what you expect from a Hilton
Stayed 1 night in Nov 2023
Response from Sunaina Dhap on Nov 22, 2023
Dear Guest, Thank you for taking the time to complete our on-line satisfaction survey regarding your recent stay with us here at Hilton London Heathrow Terminal 5. Your comments about the Hotel and the staff are appreciated. Our commitment is to provide the finest in service and personal attention to everyone who stays with us, and it is helpful when our valuable guest pass their opinions and experiences to us as we strive to achieve a score of 10 in every department. Please do contact me on your next stay in which I am happy to offer a 30% off on the best available rate subject to availability in order restore and ensure every detail of your stay is given the very best attention. Once again we thank you for choosing the Hilton London Heathrow Terminal 5 and for taking the time to provide us with valued feedback. We hope to welcome you back on your next stay in Heathrow. If I can be of any further assistance to you, please do not hesitate to contact me. Sincerely,Sunaina Dhap

10/10 Excellent

Colin G T

Stayed 1 night in Nov 2023
Response from placia on Nov 22, 2023
Dear Colin, Thank you for the wonderful feedback, it is great to hear how much you enjoyed the service and facilities at out hotel. We pride ourselves in always providing with the best customer experience possible I look forward in welcoming you back to Hilton London Heathrow Terminal 5 in the near future.Sincerely, Placia Pereira

10/10 Excellent

Steven

Stayed 1 night in Nov 2023
Response from placia on Nov 22, 2023
Dear Steven, Thank you for the wonderful feedback, it is great to hear how much you enjoyed the service and facilities at out hotel. We pride ourselves in always providing with the best customer experience possible We hope you will return again soonSincerely, Placia Pereira

10/10 Excellent

Gerald

Liked: Cleanliness, staff & service, property conditions & facilities
The service was terrific. On check-in, I was upgraded, which came with access to the executive lounge and breakfast. The staff smiled, knew my name. The room was excellent, the bathroom was well supplied and clean, with a bath and shower. The robes and slippers were a nice touch.
Stayed 1 night in Nov 2023
Response from placia on Nov 22, 2023
Dear Gerald, Thank you for your review and rating us so highly. We are thrilled to learn of the positive experience you had and how impressed you were with the hotel and service provided. We hope you will join us again soon.Sincerely, Placia Pereira

10/10 Excellent

Charlotte

Stayed 1 night in Nov 2023
Response from placia on Nov 22, 2023
Dear Charlotte, Thank you for your comments regarding your stay. We are very pleased to hear about the outstanding service you received from our team. We pride ourselves in always providing with the best customer experience possible. We hope to welcome you back to our hotel again soon. Sincerely, Placia Pereira

10/10 Excellent

Adrienne

Liked: Cleanliness, staff & service, property conditions & facilities
Vilma was amazing and so helpful!!! Wonderful service
Stayed 1 night in Nov 2023
Response from Placia Pereira on Nov 14, 2023
Dear Adrienne, Thank you for your comments regarding your stay. We are very pleased to hear about the outstanding service you received from our team. We pride ourselves in always providing with the best customer experience possible. We hope to welcome you back to our hotel again soon.Sincerely, Placia Pereira

10/10 Excellent

ILESANMI

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Nov 2023
Response from Sunaina Dhap on Nov 14, 2023
Dear Hannah,Thank you for your comments regarding your stay we are very pleased to hear about the outstanding service you received from our team. We pride ourselves in always providing with the best customer experience possible. We hope to welcome you back to our hotel again soon. Sincerely,Sunaina Dhap

10/10 Excellent

Hannah

Stayed 1 night in Nov 2023
Response from Sunaina Dhap on Nov 14, 2023
Dear Hannah,Thank you for your comments regarding your stay we are very pleased to hear about the outstanding service you received from our team. We pride ourselves in always providing with the best customer experience possible. We hope to welcome you back to our hotel again soon. Sincerely,Sunaina Dhap

8/10 Good

Luke

Stayed 1 night in Nov 2023
Response from Placia on Dec 3, 2023
Dear Luke,Thank you for your comments regarding your stay we are very pleased to hear about the outstanding service you received from our team. We pride ourselves in always providing with the best customer experience possible. Your feedback truly matters! We hope to welcome you back to our hotel again soon. Sincerely, Placia Pereira

10/10 Excellent

Jason

Stayed 1 night in Nov 2023
Response from Placia on Dec 3, 2023
Dear Jason,Thank you for your comments regarding your stay we are very pleased to hear about the outstanding service you received from our team. We pride ourselves in always providing with the best customer experience possible. Your feedback truly matters! We hope to welcome you back to our hotel again soon. Sincerely, Placia Pereira

10/10 Excellent

William

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great layover.....
Great service and value.
Stayed 1 night in Oct 2023
Response from Sunaina Dhap on Nov 2, 2023
Dear Hedley, At Hilton London Heathrow Terminal 5, we strive to meet and exceed our guests' expectations and appreciate all feedback we receive, as your comments guide us with what we are doing well or where we need to improve our product or service delivery. I am sincerely sorry to hear of the experience you encountered during your stay. This is certainly not the level of service and facility we pride ourselves on delivering, and please be assured that corrective measures will be taken by investigation with the departmental managers to prevent such occurring in future.Sincerely,Sunaina Dhap

10/10 Excellent

Verified traveler

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Oct 2023
Response from Sunaina Dhap on Nov 2, 2023
Dear Hedley, At Hilton London Heathrow Terminal 5, we strive to meet and exceed our guests' expectations and appreciate all feedback we receive, as your comments guide us with what we are doing well or where we need to improve our product or service delivery. I am sincerely sorry to hear of the experience you encountered during your stay. This is certainly not the level of service and facility we pride ourselves on delivering, and please be assured that corrective measures will be taken by investigation with the departmental managers to prevent such occurring in future.Sincerely,Sunaina Dhap