DoubleTree by Hilton Hotel London - Hyde Park

The short version is that the Doubletree by Hilton - London Hyde Park is the worst hotel stay experience I have had in years. I have been a Diamond member of Hilton Honors for over a decade, clocked over 750 nights with the Hilton brands, and have never been brought to have an experience worthy of a negative public review. Hilton and WHG should be ashamed to have this property in their portfolio and for failing to choose a qualified general manager. In many years of global travel, I have never witnessed such poor management and lack of accountability covered with poor integrity.

The hotel is relatively old and should have been classified as something other than a Doubletree-class hotel. One of the adverse outcomes of the error is manifested in a dysfunctional air-conditioning system. For the whole week we were staying at the hotel, the temperature in our room remained steady in the 25°-27° C (77°-81° F) range. There is no window one can open in the room. We were repeatedly promised maintenance would fix the issue, but they never did. This resulted in very unpleasant steaming living quarters in what was sold to me as a hotel room with air conditioning.

The shower drain did not work either. Flooding was imminent, and we had to take intermittent showers for eight days. Water running for 3-4 minutes, wait for the water to drain for 3-4 minutes, and so on. This, too, was supposed to be addressed by a simple maintenance repair which did not occur during our stay despite repeated promises by the front desk staff and management.

We received our room with a TV remote control that did not work. Two days into our stay, we realized no batteries were in it. We requested to address the issue several times but were still waiting for batteries on our last day. The same goes for the safe that would not lock due to a low battery warning - the hotel also failed to address this issue.

The hotel management chose the month of August to perform a facelift operation on one of the two elevators in the hotel. Poor planning, but it may be a beautiful elevator once completed. However, the other elevator broke down for several hours, so the seven stories hotel had no working elevators. Elderly guests were slowly going up and down the stairs. I was shocked that the front desk team members ushered airline crew members to a service elevator minutes after an older couple was sent up the stairs. An elderly couple climbs up the stairs (one with a cane, I believe) due to broken elevators and pilots tasking the service elevator. Who would do something like this?

Finally, as things were not improving, on day four, I reached out to the general manager of the Hotel, Mr. Benny Luitjens. A day and a half later, he replied. His reply was full of inaccuracies and no commitment to address any issues I complained about. Nothing happened after this letter, and none of the problems was addressed or fixed. The only thing Mr. Luitjens did perfectly was nothing, precisely what one should expect from someone managing a hotel so miserably.

I wish they had let me out of my pre-paid stay. This would have allowed me and my daughter a much better visit to London. I am never returning to the Doubletree Hyde Park and am seriously considering my relationship with Hilton moving forward. No one was in the hotel or the Hilton Diamond Guest desk to help me improve our experience.

If you plan to visit London, do yourself a favor and choose a different hotel.

My husband and I like to stay in Doubletree hotels because they are always clean,comfortable and reasonably priced.

Worst hotel experience ever. The heating/ac unit sounds like there is a truck idling in my bedroom. No washcloths. No bar soap. Bed feels like a rock. I entered the room with the heat on blast at 26 degrees which felt like a sauna. Turned down the temperature, but the curtains are blocking the airflow. I had to take anything that was heavy enough to hold the curtains back in order to get the room to cool down. The curtains are broken, carpet torn, room is smaller than any hotel room I've ever been in.

I went to the hotel restaurant as I was too tired to go out. Ordered a salad and a glass of wine. The wine I wanted was out. The salad which cost 17 gbp was the size of a side salad, wilted and brown lettuce, and SWIMMING in dressing. I couldn't eat the salad. Was never asked about my meal, and completely ignored by all the staff. I finally had to get up to leave and ask for my bill. Terrible service and food... which explains why there were only 5 other people there.

Do NOT Stay here!!!!

Such a great stay! I'm a long time Diamond member and can say with out doubt the customer service here is the best I have ever received at any Hilton brand hotel. I'm truly amazed by everyone here! From the front desk, to the restaurant servers, to the bellmen and cleaning staff... everyone goes out of their way to provide top notch service. The front desk gentleman offered to walk across the street to the park to help me figure out the bicycle rental, the bellman brought travel brochures and discount tickets to attractions when he dropped my bags off, the restaurant went out of their way to get me a coffee right after I arrived, the list of examples are endless because they treat their guests like royalty.

As for the property, it's clean, updated and has a great location with lots of convenient restaurants, close metro stop, and Kensington garden across the street. Rent bicycles and roam through the beautiful park at sunset.

No A/C . No fan's available after many requests. No one answered the phone after many attempts. No shampoo in dispenser, could not get it refilled. Mold on bottom of drapes.

Some good and some bad. We stayed for 8 nights. There was only one working elevator and the hotel was fully booked. We just decided to take the stairs everyday after the first day. Guest services was pretty poor. We were left with just half a roll of toilet paper after housekeeping and ran out middle of the night. We had to call and ask for everything needed. We used room service but not really room service. They wouldn't answer the phone so we had to go down to the bar and order. Took double time they said.

On the bright side it is a good location that is safe and near local tube stations. The concierge here was great and really made up for the other guest services.

Let's start with check-in. That was a mess. No organization. One was saying room ready, while the other said it's not. Small lobby area, and the same goes for elevators. The room was much smaller than expected, and the cleaning was done to the minimum, honestly. Even after we asked to have it the room cleaned, only the bed was made, nothing else, and the trash was disposed of. Not the entire bag changed. They didn't even bother to replace the old trash bags just dumped waste out and left the old bags with whatever was stuck to them. And clean towels were left. Nothing much was done in the room, not to mention the glasses from Room services stayed in the room our entire stay. It wasn't even removed by housekeeping while they cleaned the room. Overall, for what they charged, the quality of service wasn't excellent, but it was convenient to get around, but for the price and the restaurant cafe was limited. Not to mention staff entered the room twice without knocking on the first day we got there, then apologized after opening and not knocking. Then another time, another housekeeping staff just opened and walked in as we were in the room with no reason as to why and apologized, then walked out

Stayed here from 2/14-2/19, 2020. We stayed on the 7th floor and couldn't have been more pleased with our stay. Location is excellent, and the rooms are clean and stylish.

Unlike other rooms in Bayswater, this room includes a small refrigerator and a Nespresso machine. Would have liked a microwave to heat up leftovers, but oh well.

The room is quiet. Heard nobody our whole stay, which is easily the most important factor for us. We've stayed in much fancier (& expensive) hotels with paper thin walls and loud neighbors all night.

Only real complaint is bathroom related. Shower was difficult to use due to very non-user friendly dials. Tub was tapered, which was uncomfortable when sitting or even standing too close to the dials.

Also, we were never supplied with washcloths, but these towels that were larger than the floor mat, but smaller than the extra large bath sheets. It's awkward scrubbing your body with basically giant floor mat towels.

Anyway, I would definitely come back and breakfast at the restaurant downstairs was fantastic (included with stay because we have status.)

This was an excellent hotel in the center of the city. The area is safe and very quaint. Rooms are a little tighter because it was right downtown and the beds are only doubles instead of queens. Breakfast was pretty good. There is a lounge for Diamond members. Also the front staff were very very helpful. We enjoyed our stay and would come back again.

On my my most recent visit to London, I stayed a couple nights at this Double Tree before I headed to Yorkshire. I did come back to London after Yorkshire but stayed at a different hotel due to logistics. That is the key word in London "logistics". Double Tree- Hyde Park is just where it says it is 'Hyde Park'. It is a few blocks from The Tube which is very important in a city with a subway system. Book a hotel a few minute walk from the underground and you will be a happy traveler.

I was able to book the DT using my Hilton Honors points and as I have said before, learn to play the points system! It does take time and investment but the results are incredible. I did check in on my App prior so the check in process was easier, plus I got two bottles of water and a warm COOKIE! I love cookies. My room was on the Hilton Honors floor which I believe was the second or third floor. Unlike most UK hotels I have been in, there is a lift but of course there would be a lift here.

My room was smaller than most Hiltons or DT's but like I have said before, it is the UK/ Europe so it is expected. It was only me, so it was perfect sized. Everything inside was the room was top notch- from the extra bottles of complimentary water, the espresso/ coffee maker with gourmet pods, the comfortable linen and soft towels. I do have to say, I was not keen on the Wi-Fi, it was a bit spotty and temperamental at times. It took me awhile to get it going but after that it was fine but not a strong connection.

OK So my breakfast that was included with my stay was fantastic! Unlike most hotel stays where you get your breakfast items and desperately look for seating whilst your food gets cold, you are seated by a hostess. It is noted as a Continental breakfast and to us Yanks, that means a selection of carbs. What it truly was- a build your own English breakfast with a selection of carbs. Fantastic! There are rashers, sausages, mushrooms, tomatoes, beans, eggs- everything to build your own English breakfast. I ate a few more rashers than I needed to but I got the opportunity to do so.

This is a great place to stay and like I said, rack up those points!