DoubleTree By Hilton London Elstree, Dupont Suite

The location is a little out of everything but it's such a beautiful area. Excellent service at reception and restaurant. The rooms have luxurious bedding and towels. We had two double beds and it was quite large for 3. All the amenities were present and of very good quality. There was a lift and nice areas where you could relax. The breakfast buffet was outstanding. It is not very far from the train station and we took Bolt to get there for a few pounds.

Had a terrible 4-night stay at this hotel, with numerous issues that were nowhere near adequately resolved by the hotel. Firstly, rooms themselves are well-appointed, but doors and windows are very antiquated, meaning that the windows let in a lot of road noise at this busy location, plus doors slamming in the corridor are easily heard in the rooms. Secondly, staff are generally inefficient and act as if they don’t want to be there. The hotel has an air of being poorly-run, and the staff couldn’t care less about the level of service being given. Long waits for food/beverage service were common. Thirdly, I had reason to complain due to being disturbed in the early hours by unruly guests in the room opposite. Although security attended, the situation was not well-managed by hotel staff, who did not monitor the situation and further disturbance occurred. I complained to Muhammad, the duty manager, whose manner was very defensive and the worst customer service that I have ever encountered at a hotel. If he treats the staff in the same manner, I now understand why they act as fed-up as they do. Upon checkout, he would not even let me see a copy of the bill, which is surely against the law. I will have to try to obtain a copy through Hilton, because I am suspicious that I have been charged incorrectly because of this. There are much better hotels locally than here - I won’t be returning.