The experience couldn’t get any worse we were treated with no respect and constantly undermined!! Booked the executive suite and they informed me to call on the day to book parking, called on the day and they informed me this was not the correct procedure and to add insult to injury there were no parking spaces available on the day we were arriving at the hotel. Outrageous. I was not able to take my car but had to pay for an Uber to drive 2 hours to the hotel as i do not live near by. Get to the hotel, no apology was given, no offer of any form of compensation and they didn’t even care to inform me of the times for the breakfast I had paid extra for. Not only this but I was then rushed off reception abruptly. I later then had to call the desk to ask for the breakfast times. The room was AWFUL half of the bathroom sink has cracks, the shelves had not been dusted, there was no hot water in the shower even though we left it to run. My partner and I were unable to shower. No toothpaste, the complementary biscuits were stable. This is NOT ACCEPTABLE for the amount you are paying especially for an executive suite. Upon checkout, there was a staff member which took our card and didn’t say anything. Extreme rudeness, we asked them if that was all and he continued to ignore us. That level of behaviour is unacceptable.

Great service, lovely staff, clean and well appointed room and good variety and quality of breakfast. It’s very close to the DLR and there is a bus direct into the city. The hotel staff were all excellent; this and the ease of everything made my stay comfortable and straightforward. I stayed overnight for work and there was everything (and more) that I would expect for a hotel at this price in London.

The staff on arrival were not welcoming, the hotel made it really difficult for me to plan a really special occasion. There was no flexibility whatsoever. For every hour you check in early they charge £10 regardless of the reason why you are checking in early. Their complaints team have no idea of the word empathy and completely missed the points I was making. The room was freezing cold, the bed was so soft, there were no spare blankets or pillows in the room. The TV volume only went up to 30% but was positioned way too far away for you to be able to hear it at that volume. The shower room was freezing with no heating in it. The shower itself didn't let you water drain away quick enough which caused a massive puddle in the main bathroom and was a slip hazard. There was also only 1 plug socket in the room that was usable. Needless to say I won't be returning and after this whole experience with the Hilton brand I won't be returning to one of your hotels either which is a shame as I have had lovely holidays in a Hilton hotel.

As a Lifetime Diamond member, I must share that the team running this property are really really excellent. Helped with many items in advance of my stay, ensured my room was top notch, sorted my having a take away breakfast due to an early departure. A great stay.