Hilton London Euston

The problems started with the service. Reception seemed poorly trained, struggled with basic requests, and didn't seem willing or able to help. The person handling luggage also appeared unfamiliar with the job and poorly coordinated. It left me questioning the hotel's management and staff training. The room wasn't acceptable either. The sheets were stained, and there was only one towel for two guests. We asked several times for another, then were told there was a towel shortage and they couldn't provide one. That's astonishing for a hotel with the Hilton name. I cooperated when these issues came up, but the stay showed a serious lack of supervision and basic service standards. It was one of my most disappointing experiences with the Hilton brand, and it's damaged my trust. I won't return and can't recommend this hotel to anyone looking for professional hospitality.

A special thank you to Mr. MASSIMO FRAGETTA, the head of concierge, who went well beyond what was needed to help us. Getting around was easy: everything we wanted to see was within 45 minutes by public transport, and central London was straightforward to reach. Housekeeping did a great job, with nothing I could fault. The beds were too soft for our backs, though. We'd have preferred a medium-firm feel. I'd absolutely recommend this hotel.

The location worked really well for King's Cross and St Pancras International, but room rates changed a lot from one night to the next. My room was reasonably nice and mostly clean, though not spotless. It also got very warm, and adjusting the thermostat made no difference. The old wooden windows were nearly impossible to slide open. After my shoulder surgery a few weeks earlier, I called for help and a cheerful staff member came to open one, but gravity shut it again. I called a second time and nobody came back. I know it's a regular request and probably a nuisance for staff, but guests shouldn't have to manage antiquated windows. The wood-framed grid glass also made me a bit concerned about fire safety. Staff were a mixed bag. Most seemed bothered to be there, though a few were very cheerful.

Robert and Surangika were wonderful, making sure I had enough breakfast to take upstairs and even giving me a fancy tray to carry it. Breakfast was delicious. Our suite was unexpectedly spread over two floors, and it was very large and clean.