Hampton by Hilton London Ealing

I have to complain about the sub-par treatment my parents had as guests at the Hilton in Ealing. They stayed for 10 days as part of the government quarantine scheme, and the ordeal was made worse by the treatment at your hotel. It seemed the hotel went above and beyond - in a negative sense - to make them feel like prisoners with no rights. The staff were consistently rude; they were often ignored or dismissed. I delivered items my parents could use - after confirming with the hotel's reception that this was allowed - and the hotel staff FORGOT about it (by their admittance) and it sat in reception until the few comfort treats my parents may have had in this difficult time were ruined. It's understandable that some protocols existed as part of the quarantine, but you'd expect the hotel to attempt to make the rest of the stay as comfortable as possible. Instead, we have come away from the experience being unwilling to ever stay at a Hilton-related hotel again. Not receiving a reply to previous complaints only solidifies our opinion on this matter.

Avoid at all costs! Booked a reservation on hotels.com in March. Received an email 2 days ago saying “we are looking forward to your stay”. Arrived this morning and we were told the hotel is closed and that we needed to speak with our travel agent hotels.com. The hotel was completely unwilling to provide any information or help us, throwing us back out on the street. “you cannot stay in the lobby, you need to leave”. Probably the worst hotel experience I have ever had. I will be avoiding all Hiltons in the future.

Cancelled our booking with a pretty poor excuse.
Booked elsewhere and it was amazing so they did us a favour. Hence one star.
Don't offer rooms if you can't keep the bookings! Poor service and disappointing behaviour for Hilton

* in response to the reply received - if you're hotel is closed then it is you're responsibility to ensure you are removed from third party sites! The majority of consumers who have a wide search criteria, book hotels with a third party as they are shown more options. I should not be expected to book, then go on your website and then check that you're still open?! Ridiculous response!

No stars on behalf of my wife who is quarantining. It appears that even the food has taken 5 days to get somewhere near right. A 4 star hotel - you should be ashamed! Despite repeated calls to staff to communicate a dietary requirement this fell on deaf ears. A rude duty manager who laughed when she complained was just one of the appalling events of the stay. Fawlty Towers doesn't come close. It looks positively 5 Star plus in comparison. Don't make excuses about the government scheme restricting your ability to give good service. From what I understand this is so under par you should be embarrassed to call yourself hospitality. Suffice to say that I won't stay at one of your hotels again and I'll encourage everyone I know to avoid them as well. I (and my wife) travel extensively for work and know what constitutes good service and what doesn't. I have suffered with her vicariously through this disgraceful experience and it's not even halfway through yet! If you want a business post Covid then I would suggest that you listen to the dissatisfaction expressed by your poor "guests" and try to rebuild a reputation. I only give one star as I can't post with zero.

Stayed for 2 weeks for mandatory quarantine. The service received was appalling. The hotel staff was so rude. When I asked for a plate and cutlery ( none provided) I was told they didn’t have any in the hotel !. Receptionist said it was not their problem how I ate my food and then hanged up.
Food was awful . Had exactly the same breakfast and lunch for 11 days. Dinner was a boxed take away meal. Everything left on the floor in a paper bag, like dog food. Worst hotel experience ever !! Giving one star as there’s no option to give anything less than that .

Stayed here for 11 nights as part of hotel quarantine. We had 2 connected rooms. The rooms were nice and clean and modern. Most of the hotel staff was polite and friendly but it was very poorly managed.
No information pack was given on arrival which they were referring to all the time and I kept telling them I have not received it and managed to get one on day 5.
The food option was very very limited. Same breakfast every morning ( 1 butter croissant, 1 cupcake, tub of yogurt, 1 fruit and 200ml juice).
NO OPTION FOR KIDS AT ALL!
Asked for milk for my little daughter and was told they can only provide cold milk. On numerous of occasions I was told milk is not included we have to pay for it or we can get it delivered from outside (shocking).
I had ordered groceries upon arrival but the delivery slot was after 2 days.

Upon arrival they was asking for our dietary preference and if we will be fasting as they were going to bring the food to the room early morning.
First 2 mornings I rang them and they brought the food up in good time, 3rd day we got food 10 mins before we could close our fast and 5th day we received the food 1 minute before and we missed our fast. I complained to the management and the excuse I got was “we are too busy”. Well yes you are too busy but you shouldn’t have over booked yourself. Why accept hotel quarantine booking when you can’t provide the service.
Since I complained they started to mess around more and started to miss out on our meals and I had to ring reception every day to request our meals (lunch and breakfast). On 2nd May we received salad with our lunch which was expired 01/05/2021.
I complained to the hotel staff, manager and even general manager and I only received apologies and service got even worse. On the last day when I gave my feedback the person over the phone said “ sorry but we have too many Asians staying with us” I asked what he meant by that and why is he discriminating he put the phone down on me.
Hampton By Hilton, a big name and such a disgusting service!
They don’t even deserve the 1 star!

We were confirmed in booking email to have inter-connecting room as we have 2 kids. upon arrival they said it is not available and I had to keep my kids in a separate room.
one of us needs Gluten free food which was confirmed in booking and re-confirmed on arrival. On 1st night they gave us a very hot curry which was not eatable as gluten free food. For breakfast, no gluten free food provided. we called reception but no actions. So no breakfast. For lunch they said you are registered as vegetarian(really?) and provided with vegetarian food. When we said we are not, they took both foods away and one hour later provided a piece of Gluten free bread with Butter. We called receptions several times, each time a new person picks up the phone. Nothing provided for any of us and it is 15:40 now. Really disappointed with the way they are treating people. Hotel is new but Hotel rooms are very small.

We stayed here during quarantine. We found the staff nice and friendly but the food was appalling. No thought given to variety, used only one take away. No plate offered to eat your food on. No cleaning products offered as the rooms were not serviced.