Hampton by Hilton London Ealing

We spent 11 nights here in hotel quarantine, in two connected rooms. The rooms themselves were modern, clean and nice, and most staff were polite and friendly. The management and service, though, were terrible. We weren't given the information pack at arrival, even though staff kept referring to it. I repeatedly explained that I hadn't received one and finally got a copy on day 5. Food choices were extremely limited. Every breakfast was the same: one butter croissant, one cupcake, a tub of yogurt, one piece of fruit and 200ml of juice. There was nothing for children. When I asked for milk for my little daughter, I was told they could only give cold milk. Several times I was told milk wasn't included and we'd have to pay, or get it delivered from outside. Shocking. I'd ordered groceries when we arrived, but the delivery slot wasn't until two days later. They asked about our dietary preferences and whether we'd be fasting, since food was supposed to arrive early in the morning. The first two mornings it came in good time. On day 3 it arrived 10 minutes before the fast ended, and on day 5 it came just one minute before, so we missed our fast. I complained, and management said, “we are too busy”. If they were too busy, they shouldn't have overbooked. Why take quarantine bookings if they can't provide the service? After I complained, things got worse. Meals were missed, and I had to call reception every day to request breakfast and lunch. On 2 May, the salad served with lunch was expired 01/05/2021. I complained to staff, the manager and even the general manager. I got apologies, but the service kept getting worse. On our last day I gave feedback by phone, and the person said, “sorry but we have too many Asians staying with us”. I asked what he meant and why he was discriminating, and he hung up on me. Hampton By Hilton is a big name, but this was disgusting service. They don't deserve even one star.

The hotel is new, and you can see that in the lovely lobby and rooms. There were plexiglass screens at reception and hand sanitiser around. My room was bigger than I'd expected, with a large bed, USB and power points on both sides, a fold-out work table, a huge TV, and a sliding door to a good bathroom with a shower. The towels were very soft. It's handy for food and the offices, and there's a car park across the road. Staff were helpful and took on board a few teething issues I raised.

They cancelled our booking with a poor excuse. We found another hotel that was amazing, so in that sense they did us a favour. One star for poor service and disappointing behaviour from Hilton. Don't offer rooms if you can't honour the bookings. In response to the reply: if the hotel is closed, it's your responsibility to remove it from third-party sites. People searching broadly often book through those sites because they show more options. I shouldn't have to make a booking, then check your own website to see if you're still open. Ridiculous response!

This was probably the worst hotel experience I've had. We booked through hotels.com in March and got an email two days ago saying, “we are looking forward to your stay”. When we arrived this morning, we were told the hotel was closed and to contact our travel agent, hotels.com. The hotel offered no useful information or help and sent us back out onto the street. We were told, “you cannot stay in the lobby, you need to leave”. I'll avoid all Hiltons in future.