Hilton London Euston, Mulberry Restaurant

The Hotel has recently have work completed to the front of the building. Some refurbishment has been done inside (new bathroom) but the paint work to our room needed refreshing. The bed was comfortable, the room was quiet and was conveniently place for a work conference.

Expected better service from this brand The mark of a good establishment is how they deal with someting that isn't right. Booked 2 days room and breakfast via a third party booking site. On arrival at the breakfast room was told the booking was room only and despite producing an email which clearly said breakfast included I was directed to reception to resolve the issue. However, after producing proof of the booking again!! . I was still made to feel like they were doing me big favour by allowing me to have the breakfast that I had clearly proven that I had paid for.

100% convinced they put us in a room that was supposed to be off limits for repairs. Location of the hotel was great and all, but my experience in the hotel was terrible. I stayed here because it was recommended to me by multiple people and expected it to be at least okay due to it being a Hilton. Upon check-in, we opened our door and were hit by a disgusting smell that I can only describe as a flooded, rotting, basement. The smell was unbreathable and the air in the room was heavy. With further inspection, we saw that the ceiling was growing mold and went straight to reception to request a new room. We were told that they hotel was fully booked and that there was nothing they could do for us. They promised us a new room the next day, which they did get us, but it was absolutely terrible that they did not even try to work something out with us. After looking even further in the room, we discovered that the entire ceiling was covered in mold spores and not just the one spot. In the bathroom, which did not smell of mold, there were pieces missing off the wall, broken fixtures, and paint peeling everywhere. We were also not happy to see that our "window" in the room looked out into another hallway. At that point, just don't put a window in the room. We went back to reception again to see if there was anything that could be done and were received very rudely by the staff, and these staff members continued to be rude to us for the rest of our stay. We politely asked that the hotel manager on duty come and see the room, hoping that maybe they would change their mind about "not being able to help us before tomorrow," but the manager refused, even after we showed them pictures of the mold growing on the ceiling. We reiterated to the staff at the desk that they should not be placing anymore guests in that room until it is repaired, as it could make someone very sick. The new room they gave us the next day was in much better condition, but we were displeased to find out that they had a new guest in the original room the day after us. We passed the room on the way out of the hotel and found luggage stacked up outside of the room. Disappointing to say the least. The housekeeping staff we came across were very nice, but we are still baffled as to how this supposed "great hotel" continued to place guests in that room for so long, as mold damage like that does not grow overnight. There is no amount of housekeeping cleaning that can be done to fix the room and the hotel needs to stop placing guests in that room until the entire room is gutted and repaired.