Hampton by Hilton London City

Great hotel on a good location for Tower Bridge. Rohan help me to arrange my room after I book a twin instead of a double ! Great service and good breakfast. Room has a view of the London financial area. Building opposite is under construction but all good.

Overall is ok, room is celan, but there was dust fly out when aircon was on, hotel need to do regular cleaning. breakfast was always crowded!

I stayed at Hampton by Hilton London City from October 18 to 19, 2024, and the experience was utterly disappointing. Hilton’s service and management completely failed to meet expectations. Here’s what happened: 1. Overcharged During Check-In: I made a fully prepaid booking through Trip.com for myself and my companion. Despite presenting my Trip.com confirmation, the front desk mistakenly used an unpaid *********** reservation that I never made. This error resulted in me being charged an additional £189 (£139 for the room and £50 as a deposit). I was misled into believing this was a deposit, only to find out later that it was an extra room charge caused by the hotel’s mistake. 2. Refund Promised but Never Delivered: During check-out, I explained the situation to the front desk manager, who acknowledged the error and assured me that the £139 would be refunded. However, despite repeated follow-ups, the refund has never been processed. 3. Compensation Mishandled: The hotel initially offered 5,000 Hilton Honors points and a one-night complimentary stay as compensation. Based on this, I inquired about the points. Later, the hotel claimed the compensation was a choice between the two and refused to provide the complimentary stay. While the points were eventually credited, they are of little value to me, as I clearly communicated that I needed the complimentary stay. 4. Unprofessional Customer Service: Throughout this process, the hotel has shown a complete lack of accountability. From the initial overcharge to the compensation mishandling, I was repeatedly made to bear the consequences of Hilton’s mistakes. The staff’s dismissive attitude and refusal to address these issues have caused unnecessary frustration and disappointment. This stay was a complete failure on Hilton’s part, and it has completely eroded my trust in the brand. For a global chain, Hilton’s repeated mistakes and lack of responsibility are unacceptable. I strongly advise other travelers to avoid this hotel and consider other options. If Trip.com can assist, I would greatly appreciate help in resolving the refund and compensation issues.