DoubleTree by Hilton London Kingston Upon Thames

The location is the one thing this hotel has going for it. Kingston’s shops, the station, riverside walks and nearby parks are all easy to reach on foot. The rest of our stay felt as if the place was being run by an accountant with little interest in hospitality. We were asked at check-in whether we wanted daily room cleaning. We said yes, but the room wasn’t cleaned. For two adults and a child, we found just one large towel and one small one. Reception gave me one extra of each, which I had to carry up myself, and we got no more for the rest of the stay. On two of our three nights, a loud and rather depressing-looking corporate Christmas party filled the bar and restaurant. We could hear it clearly from the third floor. A lift sign offered earplugs from reception, so the hotel seemed to know how noisy it would be. Our view was mostly scaffolding and building supplies, with a dirty wall behind them. We had been warned about the weekday construction noise and the blocked accessible entrance, but the builders were still noisy all day. The room itself was dirty and worn: peeling paint, grubby carpet, grime around the sink and broken furniture. Dirty plates sat in the corridor outside rooms for more than 24 hours, and the floor smelled of cigarettes because someone was smoking there. The minibar stayed empty, and no water was left in the room. We kept having to buy bottles for over £5 at the bar or walk into Kingston for water. At least the fridge got very cold. The food was bland, cold and tasteless. Room service brought two main courses with just one knife and one fork. Breakfast tasted like it had been cooked in bulk, and buffet items often ran out without being replenished. We spoke to several people who didn’t even know there was a hotel here. After this stay, we wish we hadn’t found it either. Next time we’re in the area, we’ll choose somewhere nicer, and probably cheaper.

For more than £200 a night, I expected better than what felt like a budget hotel. There was no fridge, water or soap, and the room wasn’t cleaned. The shower was cheap, the digital key didn’t work, and drilling from work next door woke me up. The staff were friendly and helpful, and the restaurant was good, but the stay was still a poor showing for a premium brand.

The hotel itself looked amazing for our party dinner, and the atmosphere was elegant. The service and food, though, felt poor and cheap. There was no water on the table, and I had to ask several times for it to be changed. The waiters spent time chatting by the bar and kitchen, while empty glasses stayed on the tables until dessert was over. When they were finally collected, only one waiter used a tray. The others picked glasses up by hand, with their fingers inside them. The food had hardly any taste, and the vegetables were tough and undercooked. I kept thinking we might as well have held the party in a cheap pub instead of a four-star hotel. The whole experience felt disappointing and cheap.

The staff made a great impression: they were friendly, attentive and ready to help. Breakfast was fresh with plenty to choose from, and the gyros I had later was delicious. Service came with a smile, and there are comfortable places to sit around the hotel, which has a modern look and feels clean and welcoming inside. Getting around from here is easy, with shops all around and Kingston station about a five-minute walk away. The path to the hotel isn’t well lit at night, though, and could feel intimidating. Renovation work is under way, so the outside looks a little unclear at the moment. It’s a stylish, convenient place with good food and excellent staff. Once the work is done, it’ll probably feel more polished, but it’s already a solid option in Kingston.