Hampton by Hilton London Ealing

"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!"

"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."

"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."

"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!"