To think that Hilton hotel have pulled a fast one on us here?

[Andallwaswell]

I stayed in the Hilton hotel in Euston for NYE (booked a year in advance for £189 for the night) and right from the start it was a disaster! There was a lady complaining when I checked in (should have been a sign!) and the staff told her to complain to an email address and were smirking to each other about it which I found quite unprofessional.

Got to the room and it was so hot it was like a sauna. Opened the window and left air con on full then left to see the fireworks.

Came back at 1am to find the room the same with the temperature at 25 degrees. Tried to sleep and it was just so hot and the noise of the air conditioning and the outside noise meant it was impossible so just spent a miserable night awake. We went to different floors to see if swapping rooms would be an option but the whole hotel was just so hot.

The following day we were tired and grumpy and unable to do our planned activities as we just needed sleep.

Went to complain to the hotel and it turns out they knew their heating was broken before they checked us in and didn’t bother to tell us or any other guests. Why wouldn’t they tell us so we could make alternative arrangements? They instead let us pay an inflated price for a crappy service- at least on our friends sofa we would have gotten some sleep!

I’ve asked for a refund and the most they will give is 30% and I’m still raging about it. AIBU to think they knew we would be unhappy but just wanted our money anyway?

Publicly complain. Facebook, Twitter, Trip Advisor, the works.

Honestly, I'm not sure you could have made any alternative arrangements for central London on NYE but take to social media and complain and you'll likely get offered a free stay or something.

Reject their offer and complain further. I had a similar experience with Premier inn earlier this year (room too cold and noisy bar downstairs) and they refunded fully instantly.

Premier Inn has a good night's sleep guarantee, hence the instant refund.

I think a 30% refund is fair in the circumstances, but they might increase it if you keep complaining.

Reviews on the whole are poor. I doubt they'll care about one more bad review.

www.tripadvisor.co.uk/Hotel_Review-g186338-d192048-Reviews-Hilton_London_Euston-London_England.html

Aircon doesn't work with windows open.

I’ve stayed in two Hilton hotels and they were both terrible. You really are paying inflated prices for a sub par hotel. I’d definitely complain.

Hilton are not very good unfortunately but people seem to love that cookie! Poor service but I don’t they’ll care.

Opening the windows will stop the air con being effective though?

If you had the windows open with the air conditioning on, it really isn't surprising that the air conditioning didn't work.

Might be working looking at making s claim got the money through the small claims https://www.gov.uk/make-court-claim-for-money

Up to £300 would cost you max £25 online, it's a very easy process and allows you to set s rate of interest on the money owed so that the longer they stall the more they owe.

It would cost a large organisation a lot more to defend so that even the thread may make your claim credible. You can fill in the Hofmann and save rather than submit, to get a feel for what us involved. Tell they you will submit on c date if you have not received your refund.

Can be tricky enforcing again s small business but a large corporate will have internal processes which will cost them more than you.

Very satisfying when you do get the refund, too

the only time I stayed in a Hilton recently it was also a nightmare.

their service ruined a piece of clothing (Hilton arranged for it to be replaced post-visit in the post, but that didn't help as the reason we'd booked was to attend a family party and it was found out to be ruined about an hour before a taxi was arriving to take us to the party!). what's worse, it took about 4 members of staff to deal with the problem - i'd called down to Reception to explain the problem, they said they'd be up... 30mins go by, nothing.. I call again, explain again.. ended up with me just running down to Reception to ask about potential fixes to the problem with about 10mins left to get ready to get out! really, really bad handling of an accident on their part.

THEN:
there was a wedding on the same evening, the room we were allocated was literally above the dance floor, water was shaking in the glasses on the nightstand. we got back at midnight and the wedding "could go on until 1am", no hope of sleep. then they said they couldn't move us - when I asked if they had any free rooms, and offered to let them into the room to hear how impossible it was to sleep, they suddenly found a spare room!

I've told DH we'll never book a Hilton again, no chance.

Also a lot of room services (like aircon) switch off when you remove the key card from the slot.

In fairness I recently stayed at the Hilton Tower Bridge and it was very good and great value for money.

I’ve had similar issues at the one in Islington.

What are you actually after here? A full refund seems unlikely and more than necessary - you did have a clean, safe room to stay in. And by opening the window you stopped the air con working properly

I complained about a 32 degree Premier Inn room last July (their A/C was broken and they had run out of fans), sending them screengrabs of the temp in the room and they refunded instantly with no quibbles.

If you had the windows open with the air conditioning on, it really isn't surprising that the air conditioning didn't work

I do wish that shops would realise this in Summer!

The reviews are saying the same thing: too hot, terrible nights sleep.

Also a lot of room services (like aircon) switch off when you remove the key card from the slot.

That's if they had aircon ...

Air cons do not work if a window is open

Also

As soon as you leave the room the electricity turns itself off.

It depends on what you mean by 'outside noise'. This is a hotel in central London on NYE - did you expect it to be totally peaceful?! Doubt you could have made alternative arrangements for less money if you mean comparative hotels and would you truly have had a better night's sleep on a mate's couch? The heating issue is annoying and reception staff should be more professional and sympathetic perhaps. Personally, I don't think a 30% refund is that bad an offer really. You might get it up to 50% with more moaning.

I had a bad experience with Hilton.

We booked a room at the Gatwick hotel as our flight was due to land about 7pm, the idea being to spend the night, have a lovely hot bath, good nights sleep and travel home in the morning.

Flight was delayed by 16 hours. I know it’s not their fault but I emailed them to explain, the only think they would offer was a stay within the next 12 months. But it had to be at the Gatwick one. Now why would I want to go back there unless I was flying somewhere?!

Was really annoyed

books

Expenses due to a delayed travel arrangement come under your travel insurance.

The Hilton near Euston is actually a budget hotel. If you are looking for a good hotel to stay in that area then choose the Ibis or Travelodge / Premier Inn further up towards Kings Cross