IIrvineBillI’ve just visited the hotel (late June 2024) with my wife and 14 year old granddaughter. I paid, in advance, for a Junior Suite, for 2 nights, so as to provide our granddaughter with some degree of privacy. When we arrived at 2.30 after a 6 hour journey, we were told our room wasn’t ready but would be in a few minutes. An hour later, we finally gained access.
On the first evening we went to see Mean Girls at the Savoy Theatre, arriving back at the hotel around 11pm. After having a drink in bar, we went to the room and discovered the sofa bed hadn’t been made up, something we had become accustomed to expect would happen automatically, having stayed at the Victoria Hilton on previous occasions. When we phoned the reception no one answered. Reluctantly, we set the sofa up and used towels as a sheet. But during the night, I got dressed and went down to reception, as the room was cold and uncomfortable without a blanket. A young man assisted by getting a colleague to collect a blanket and two pillows, which were delivered minutes later to our room.
In the morning, I tried phoning reception, with, again, no answer. So, I got dressed, went down to reception and spoke to the young lady who supplied the keys the day before. She apologised for what had happened and assured me the bed issue would be sorted for that evening. She seemed genuine, so we left for some shopping, a visit to the V & A Naomi Campbell exhibition, an evening meal, arriving back at the hotel around 6 pm. On entering the room we noticed the bed had not been sorted, so immediately called back down to reception. It was busy, so I spoke to a young man at the Concierge desk, and having explained the situation secured a commitment, he would attend to the problem. Within 15 minutes, another young man attended clutching sheets, pillows and duvet and set up the bed.
Overall, I would say, the hotel is well located, right next to Shepherd’s Bush Over/Underground stations. It’s facilities are, pretty average, a bit dated and not a patch on the one at Victoria, albeit it’s more expensive. Our experience with the hotel’s service was disappointing and like nothing we’ve experienced before. No one from the hotel’s management made any contact but we did receive a voucher for a free drink!
So, based on our experience, I could not recommend.
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