Hampton By Hilton Torquay, Round-About Board Room

Bed was so uncomfortable you'd just as well sleep on the floor. If staying longer we would have checked out. Asked for mattress topper on first night but didn't get it. Reception not great. No smiles. Location good. Premier Inn was our view across the road. Lady at breakfast was lovely. Only member of staff who smiled.

This was by far the worst hotel experience I’ve ever had under the Hilton brand. While I understand this isn’t one of their luxury lines, it still doesn’t justify such poor service and lack of basic hospitality. We booked two rooms in one order a week in advance for three adults and one baby. When we arrived, we were shocked to find the rooms assigned on completely different floors — one on the ground floor and one on the fourth floor. We went to the front desk twice to ask for rooms closer together. The first time, we were told the hotel was fully booked. The second time, the staff — apparently the manager — was extremely rude and dismissive. He kept blaming us, saying the rooms weren’t under the same name and that we hadn’t made any special request. In our many hotel stays, we’ve never encountered this kind of inflexible and accusatory attitude. After about seven minutes of back-and-forth, he finally said he could change the rooms — and unsurprisingly, both were moved to the ground floor, in dark rooms with tiny windows. He even had the nerve to say other guests wouldn’t be happy if they were the ones moved instead of us. But what about our experience? Do we not count as guests too? He repeatedly interrupted me with “listen” and had a condescending tone throughout. Breakfast was another disaster. Our baby vomited and we couldn’t immediately find staff, so we started cleaning it ourselves. When a senior female staff member came over, instead of showing any concern, her first response was “Oh nice!” — completely inappropriate and insensitive. She then proceeded to scold us for letting the baby sit on the carpet instead of the floor. How on earth were we supposed to predict the baby would get sick? She came over three times, not to help, but to lecture us with zero empathy. She kept saying it was a “health and safety” issue — yet she had no problem spraying cleaning chemicals right next to us while we were still eating. The service overall was cold, dismissive, and lacking the most basic sense of care. Staff couldn’t answer simple questions and rarely showed a smile. I will never stay here again and would not recommend this hotel to anyone.