Hilton London Olympia, Russell

With this hotel, I stayed for leisure. The location was in perfect distance to the BBC studios. In the first room I was put in, the room smelt extremely badly. The deputy manager escorted me to the room when I mentioned it to reception and agreed. They then changed my room and gave me 5000 hiton honor points as an apology. The food at this hotel was second to none. Although on the expensive side in my opinion it was worth it. The pizza was fresh, and the staff were extremely friendly. Credit to them. Rooms were quiet, and although small, enough for what you need in London.

Rooms are dated and very run down - a refurbishment is desperately needed. One of the beds in our room the mattress was bust. We asked for a new mattress but they moved our room and told us to leave our bags in the room and we said we would be back later on that night. We came back and we were sent to our new room but we go in and it’s a mess and someone is clearly staying there and our luggage isn’t there. The staff did their best to sort it but it shouldn’t have happened. All because the teams never communicated properly. Our stuff was in another room but the whole situation was very worrying. The night manager Mohamed was very kind and helpful and did offer us drinks and meal vouchers. Overall the service was very mixed. We used our vouchers in the restaurant but the man serving us shouldn’t be in a customer role as he had very poor English, wasn’t friendly and didn’t know the menu. We noticed he was quickly told to go to another area by another staff member who was much more personable. The food was poor and we were relived we never paid for it as we had the voucher.