Hilton London Metropole

The toilets was always blocked The heater in the room never worked Restaurant staff very rude One restaurant very limited food

Quite room

Smell in the room

The only good thing about this hotel was its location

**Never again staying at this hotel** I have been staying to Hilton Metropole since 2014 and I visit London every year, but this has been the worst experience with them. The first two nights they put us in an old wing: the room smelled, bedsheets were ripped apart bathroom was dirty, and surprisingly they forgot to take out personal stuff of previous occupants: a bra!!! After moving to the new wing things were slighlt better except for the bed and pillows, it gave us more body ache than rest. The worse thing has to be the reception, specifically one Mr. Gianpaolo. We show him an email stating we can enter the room and he at first demands the original card for payment - which is approved in email to change. Thankfully another receptionist lets us in. Again with Mr. G, we have a different booking (since we had no other way to move to new wing) he demands another ID to confirm booking. We did our best to comply with his over complicated demands.. oh, we tell him to please send someone to pick our luggauge and transfer them and he says its not possible when we are not in the room!!! Thankfully -again-, the conierge guy helps us out. Final scene, we ammend the booking to leave earlier due to an emergency. We cancel it through booking, go and infrom the hotel, and the receptionist says its not possible. After a heated explanation and him spouting commands without reading our evidence email, he reads it and understands the situation. This time is was a manager, Mr Mohammed Ali. PS. I though hotel, at least these fancy ones, put drinking water in the room?

Room size is good

Cleanliness, hospitality, room service, housekeeping, poor heating