Hilton London Paddington

I've been a loyal Hilton Paddington customer for many years, so it genuinely saddens me to leave this review. I visited the Carriages Lounge as a lone diner and made a simple, specific request: due to Type 1 diabetes and other health complications, I needed a smaller meal that I could safely manage, and a dish on the children's menu was the most suitable option for me. I was not asking for anything unusual. I understand perfectly well why children's menus are priced as they are, including the VAT treatment that makes them a lower price point, and I had absolutely no intention of the venue losing out. I explicitly offered to pay the equivalent of a standard adult main course price for the children's menu item, simply because the portion size and the dish itself were what my health required. The request was refused. Not once, but three times, including after a manager became involved. Despite offering to pay adult prices, despite the dish being actively on the menu and already being served in the kitchen, and despite being clear about my health reasons, the answer remained no. I have made similar requests in countless other restaurants, chains, hotel lounges and dining venues over the years and have never once encountered a problem. It is widely understood by hospitality professionals that guests can have all manner of dietary, medical and personal requirements, and that reasonable adjustments are simply part of good service. At a hotel like Hilton Paddington, which is busy with transient guests, tourists and visitors from all over the world bringing every conceivable requirement with them, I genuinely did not anticipate that this would be an issue. What followed was a prolonged exchange conducted at the table, in a busy restaurant, in which I was required to repeatedly explain and justify a private medical matter to staff who were neither equipped nor willing to find a straightforward solution. The situation was handled with no discretion, no empathy and no common sense. At no point was I offered the basic courtesy of a quiet word away from other diners. Following the visit I raised a formal complaint. The responses acknowledged the distress caused but offered no concrete explanation of what would be done differently and no gesture of goodwill toward a long-standing customer. The matter appears to have been closed by the Hilton without any sort of resolution in my opinion, simply a double downing that the decision made on the day was right and just, but an apology for my experience… I have no doubt the Hilton brand stands for better than this. This particular experience fell well short of it. I will not be returning to the Hilton Paddington.

The Family Room with rollaway bed was a great option for me, my husband and our 5 year-old. I was worried about space but the room was spacious, a big bed for the adults which was very comfortable and our daughter loved the little rollaway bed during our 2-night stay. We had a bathroom with a bath (great for our little one) and plenty of space for luggage, a desk for working/drawing and no issues with noise. The hotel is huge and somewhat old-fashioned (I felt I was in an old US Hilton) but not in a bad way. Breakfast had plenty of options and the staff were efficient if not particularly warm. The major plus is the direct link into Paddington Station as we took a train into London and then the Heathrow Express out. The major downside was the gym/fitness centre - I have no idea why such a huge (Hilton) hotel has such a ridiculously tiny gym. It is the size of a small guest room, dark and cramped.

The staff are amazing, we were greeted by Khairunesa, she has a beaming smile and very welcoming attitude.