Surprising it is a part of the Hilton chain
Posted Jan 25, 2017
I am surprised it is a part of the Hilton chain. There are level of amenities and finish that is below a Hilton. The room was constantly cold to chilly, even with the air conditioning on.
The staff were belligerent, doing things to be active without being effective. To illustrate - after a long day, returning to my hotel I found the room not serviced. I spoke to the front desk staff, who notified house keeping, without receiving any response.
When I asked the front desk again when can I expect the room to be cleaned and what had happened they responded in a belligerent manner they did not know or had asked housekeeping for confirmation or any updates. What? How about thinking beyond the immediate? When asked, the front desk staff felt they had acted entirely appropriately.
The breakfast was good, which is the only positive thing I can say about the hotel.
The room was dated - straight out of the 70's with old and warn furnishings. A lack of care permeates the Hotel. The towels were treadbare. The carpet scuffed and dirty with many years of only a quick vacuum. The place needs a significant update - and I stayed in the executive room in Tower building!
I have read previous responses by management we are working on improvements. I suggest readers don't expect any changes any time soon. The culture of the management and staff training is below what I consider is worth working on or achievable. Hilton sell this hotel - the staff and rooms are not worth keeping...
Comment from Hotel Management
Jan 31, 2017 by Alex, Hotel Management
Thank you for your comments on our Hotel following your visit.
We are very sorry to hear of your experience on this occasion and that we could not meet your expectations. It is very disappointing to hear that you did not enjoy our Art Deco interior and particularly the premium GWR Tower rooms. Please accept our sincere apologies as this is not the usual level or standards that we aim to achieve.
We would welcome the opportunity to accommodate you again at Paddington when you next time require accommodation in town and thereby have the chance to restore your good faith.