Hilton London Euston

We recently stayed at this Hilton hotel, and unfortunately our experience was disappointing. The room was clean, but there were no slippers provided, and there was only one set of towels even though the room was booked for two guests. The biggest issue happened at check-in. The receptionist charged more money than expected and told us it would be refunded within three days. The extra amount was taken from our friend's credit card, which reduced their available credit limit during their stay. This caused unnecessary stress and inconvenience. Our experience at check-out was also very disappointing. When we asked about storing our luggage, the reception staff were rude and unprofessional. Instead of helping us politely, they made us feel like we were causing a problem. We expected much better service from a Hilton hotel. While the room itself was clean, the poor customer service and payment issue left us with a negative impression. We hope the hotel improves its service and staff attitude so that future guests have a better experience.

I rarely leave negative reviews, but my experience with the female receptionist working the evening shift on 9 July was so disappointing that I feel it should be shared. Her attitude was exceptionally rude, dismissive, and far below the standard of hospitality I would expect from a hotel of this level. She did not greet us, did not smile, and did not thank us at any point during the interaction. Instead, she came across as arrogant and uninterested in helping guests. One example that perfectly illustrates her attitude: when she needed my signature, rather than politely asking me to sign, she simply tapped her finger on the paper without saying a word. It was an incredibly discourteous way to communicate with a guest. I have stayed at other Hilton hotels around the world, and this is the first time I have experienced such poor service at check-in. I simply cannot believe this is the level of hospitality that Hilton considers acceptable. It falls far short of the professionalism and warmth that I have always associated with the Hilton brand. Hospitality is built on basic courtesy and respect. Greeting guests, saying “please” and “thank you,” and communicating politely are not extraordinary expectations—they are the minimum standard. I genuinely cannot understand why the hotel continues to employ someone to represent its front desk with such poor customer service. A single employee with this kind of attitude can seriously damage the reputation of an otherwise good hotel. I hope management investigates this incident and takes appropriate action, because no guest should be made to feel unwelcome the moment they arrive.