Hampton By Hilton Birmingham Broad Street

As a Hilton diamond member, I received a room upgrade to a corner room which was comfortable with spectacular city view. Breakfast was average. Location was great to next to canal area and public library and Victoria square. A Tesco express grocery was right away from the hotel.

Excellent parking on the second level roof car park. Ramp access is from the rear of the hotel, you can check it on Google Street view before you go. Reception on level 3. Staff were great, friendly and helpfull. We had a room up on floor 11, corner room over looking Broad Street. Room was perfectly fine. It was a great gesture to see staff had written a birthday message on the mirror and a couple of balloons on the bed, really nice touch. Breakfast, although it was very busy, was pretty well managed by the staff. For the numbers of people waiting they got people seated pretty promptly and the food was constantly being replenished. Excellent weekend break. Great location for Broad Street, Brindley Place and not far from New Street and The Bull Ring. We'll definitely be back.

Centrally located and car park attached and booking in seemed easy until we realised they put us in the wrong room. Easily solvable so I thought but having foreign nationals on the front desk who did not seem to know what to do did not help. Eventually managed to move rooms but unbeknown to me they charged me AGAIN for a new room instead of just changing rooms. I didn't discover this until a few days later and when I telephoned them they assured me it was their mistake and they would refund me within a few days. Nothing appeared in my account so I telephoned again only to be told they could not find the second transaction even though I sent them a copy of my bank statement. I contacted my bank who informed me they had set up a recurring payment of £99 !!! Armed with the transaction numbers for the payments I went back to them again and they finally agreed they had taken two payments and would refund me (still waiting - been over three weeks). They stated my Bank was wrong and it wasn't a recurring payment but honestly I don't believe them so won't be using this chain again. Not a good experience especially when they would not believe me regarding the two payments and they could not find the payments themselves and then told me they had refunded it to someone else's account. Poor poor service