Hilton Southampton - Utilita Bowl

Mark made a big difference during our stay. He was professional, friendly and went out of his way to help, making us feel welcome and ensuring everything was just right. We had a fantastic visit from start to finish in the Hilton Executive Suite. It was spacious, clean and comfortable, with thoughtful details and a relaxing feel. We'd definitely return.

The room was clean and well stocked, as usual, and I'd especially like to praise the night staff member, whose name I unfortunately didn't get. During a disturbance, he was calm, professional and reassuring. The manager the next morning followed up and made sure everything had been handled well. Fantastic service, and I look forward to staying again. 15/01/26 Oliver

Breakfast was the one good part of the stay. We got upstairs with our suitcases after checking in, only to find maintenance work going on in the room, so we had to go back down and ask for another one. We paid £5 for parking even though the guest information on the TV said it was complimentary. A restaurant voucher was offered for the room mix-up, and she said she'd book us in and send it up, but it never arrived. There was no fridge, and my wife was cold in bed with no spare blanket. When we tried to swim and use the hot tub, we were told everything was fully booked and we could only use the gym. We wouldn't stay again. Better, cheaper hotels are available elsewhere.

We spent £494 on two rooms and dining, but didn't get the quiet, safe, restful stay we expected from a Hilton. Hilton Honors offered 40,000 points, which didn't reflect the disruption or what we spent. On Saturday 27th September, the hotel was overwhelmed by a large, rowdy wedding party. Shouting guests and unsupervised children made the lobby and restaurant chaotic, and we couldn't enjoy dinner at Beefy’s despite spending around £380. Later, intoxicated, aggressive guests filled the corridors, knocking on doors and shouting through the night. We felt unsafe and barely slept, finally getting some rest after 4am. Our plans for the Southampton Boat Show the next day were ruined. The complaint handling made it worse. As a Hilton Honors member, I contacted them and waited nearly four months for a response, despite following up several times. The eventual reply was dismissive and rude, and I was bluntly told they couldn't refund the stay. The lack of empathy or any meaningful resolution was deeply disappointing for a loyalty programme. A poor experience at both the hotel and with Hilton Honors. If a peaceful stay and respectful service matter to you, I'd look at other hotels.