Hilton London Kensington, Chelsea Room

What I liked the most about this hotel was the location. It near the shopping mall and the tube station, and lots of restaurants to choose from. However, i must say i am very disappointed in the service and low standards of this hotel considering it is meant to be THE HILTON. I have stayed at Hiltons around the world and must say this is the worst Ive been to. The service is VERY POOR, i stayed 5 nights and NEVER was able to order room service because they never answered, even when i called reception still nothing. Calling reception is almost pointless because they rarely answer the phone. I called for a porter at check out and waited about an hour while calling several times. Rooms are basic 3 star to me. Toilet had a strong foul order. Bathroom definitely needs an upgrade. I gave a 2 star because, For the price, this hotel needs to do better, or charge less!

My wife and I had to stay at this hotel on two different occasions in July due to Trafalgar's usage of this hotel for their Amazing Britain tour. During our first stay, our flight arrived in London early due to a redeye from the States, leading us to check in at the hotel before 3 PM, the normal check-in time. While we were assured they could get a us a room sooner and that they'd let us know as soon as it was available, the person at the desk must have somehow completely forgotten about us despite us asking multiple times if a room was ready. I understand that we were asking to get to our room sooner than the standard time, but every time we spoke with the same attendant, it was like they suffered from amnesia and had never spoken to us before. There were plenty of other people like us waiting in the hotel lobby that started getting rooms at about 2 o'clock, but we still didn't get a room until after 3. When we finally made it into our first room, we found they first put us in a room with two twin beds when we asked for a double/queen. Had to get the room changed, and things went smoothly after that. The problems kicked in during our second stay. While we had no issues checking in, the room we were handed this time around had non-functioning AC. Called down to the desk, were assured that they'd send someone up quickly. Waited 30 minutes, no one shows up, we call again. Same deal, except this time they hung up on us and didn't answer when we tried to call back. We gave it another 30 minutes to see, at which point we wound up calling Concierge to see if that would work. Someone came up immediately to fix the system. Once that was confirmed working, we went to dinner and came back only to find the AC was dead again. This time we walked down to the desk and speaking to someone this time, we were again assured that they'd send someone right up. Of course this did not happen, and repeated visits to the desk demonstrated that the team was actively not working on dealing with the issue. When I eventually asked for a different room, I was told that all rooms were booked and they had no other available rooms for the night, but that they would send somebody up. While no one ever showed to fix the system, the cleaning crew showed up and hung around outside our room before the desk attendant claimed that he "suddenly had an available room" and moved us to a room that had some functioning AC. TL;DR: Good points: fantastic breakfast, also a good hotel restaurant for dinner if you don't want to go out. Also near a large shopping mall, bus stops, and the underground if that's your thing. Bad points: In the 4 rooms we stayed in, each room had a different layout, different furniture, and different AC system/input. AC is spotty at best. All rooms are incredibly small, and some look like they've taken a lot of abuse over the years with no repairs made to correct it. The front desk is more often than not unhelpful and can actively work to ignore/avoid your complaints instead of actually dealing with them. It's only when you keep pushing that anything gets done. This is a Hilton hotel that does not deserve the Hilton name- I would strongly advise anyone thinking of staying here to stay far, far away. Of the 3 hotels we stayed at in London (this, Tower Hotel London, and Tower Suites by Blue Orchid), this was hands down the worst of them.