No fridge in room. Had to wait for member of staff to unlock balcony door which I've never experienced before when I've had a balcony room at other hotels. Went to the bar for a beer before heading out for the evening, 2 members of staff behind the bar, both ignored me until they'd finished talking to off duty staff, when I did get served the beer did not taste right at all, left the beer, didn't bother with the bar after that.

It was very clean and precise. All the staff were very friendly.

Good location for visiting or working in Kingston Upon Themes.

Amazing stay. Hotel is perfect. Excellently cleaned, great breakfast, rooms are great size and very modern. Location is great and staff are very friendly and helpful. This is our 2nd stay and we will return.

Nice and clean.

everything is excellent as usual

Great location close to the center of Kingston upon Thames, plenty of good bars, restaurants and shopping. Easy access to central London via train Breakfast is good and will set you up for the day. What needs to improve, very simply the staffing, we had a noise issue at 1am in the morning and the night team after a while moved us to a new room albeit smaller than our original room. We were told the manager would be advised and that he would reach out to us personally, it never happened The restaurant staff were invisible and slow to serve on the one occasion we decided to eat at the hotel, the food was average at best and the cost of our fish and chips dinner was crazy expensive! On reflection, they say staff are a reflection of leadership, and given our experience with the poor level of customer care from the hotel manager we shouldn’t be surprised by our experience Won’t be rushing back in a hurry, better value to be had elsewhere

Nice clean room

Very friendly staff and excellent service! Location is very convenient.

We were very impressed by the restaurant staff and those at breakfast. Also the housekeeping staff were very efficient and friendly. We were not impressed with the choice available for evening meal and would not go back for an evening meal again.

Room was not cleaned. Had to request clean towels from reception. Toilet flush overflowed and water went over legs and landed on the floor.

Room not serviced when I returned after a 17 hours day at work

Water, housekeeping and new towels - on demand only. Not what it used to be and not what one should expect from a 4 star hotel.

Great hotel

It was a pleasant stay. New, clean and comfortable room! The staff are friendly and helpful.

House keeping needs improving and more friendly staff.

The room wasn't clean and I wasn't the only person that thought so as in check in there was another guest at reception complaining. Even tough I asked for an upgrade as a Hilton honours member I was offered a huge fee to do so of £80, when an email pre checking offered me the same thing for £20. Apparently the system wouldn't let them Chang this. In the end I swapper rooms to the same type but in a different way floor. The reception staff were nice but very inexperienced. This hotel is in. A great location but, right by the rail tracks. Also there is no parking and that will cost about £30 overnight. I guess that's not too bad, and the car is safe and near. I would have loved to have had a better experience as I was planning to return. They knew I wasn't cool with the room and the high price they said to upgrade, but after changing me to a different but the same room I got a voucher for a drink, to pacify me

We were staying for the night. The hotel is very conveniently situated. Close to the heart of Kingston and the shopping. The room was clean and comfortable but there was nothing in the room. You would expect a hotel of that calibre to have water; bath robe or slippers. It didn’t have anything. Quite upsetting. Other than that, it was ok

Just overall pleasant and pleasing! Will be back for sure! Definitely the best in the area!! No competition!! Daniel the office manager, was especially helpful and really went out of his way to provide an abnormally high level of customer service, support and satisfaction. He never made me feel funny even when he was busy. I really like all the staff here too, plenty of smiles!

Nice and clean

Clean, convenient and professional and friendly staff

The staff at reception were terrible. no welcome no smile just purely function. bar staff were great

Unfortunately I have to report the condition of The room was far from satisfactory. The damp and smelled like cigarettes. Terrible noise coming from the AC. We asked to change rooms a few times the last change was at 3am (early morning) I noticed that the staff did what they could, but that didn't make the stay any easier.

Hotel was great - family get away and all staff at the hotel were friendly and always on hand to assist and provide an excellent service.

I have a wheelchair user room. So it is not good.

The hotel has some good things like the location and condition as well as the ambiance at the lobby .. But they don’t offer to help carrying the luggage.. they are the only hotel to offer water if you walk down to the reception .. the staff also lack basic customer service basics .. the pillows are horrible to say the least .. I would definitely pass

We had a wonderful overnight stay, the staff at reception were lovely even upgrading our room as ours didn’t have a bath, nothing was too much trouble, everywhere is spotless, our only negative is the room service, the sandwiches we received I have seen better in the meal deal section at tesco, they were awful and poorly made curling at the edges, however it didn’t spoil our stay and we would come again minus the room service

Everything was great except that housekeeping didn’t clean the room properly. There was dust on the chair legs and the carpet wasn’t vacuumed

Staff were very friendly and helpful at check-in. Breakfast was good value and quality. In particular I noticed the staff at breakfast working very diligently to keep tables clean and the buffet stocked up. Good work all round!

Friendly staff, excellent location - very central with easy access to public transportation. Thanks to previous feedback and reviews, we requested for a fridge which was provided.

When we arrived our room wasn’t ready. We had booked a family room. So we were given adjoining rooms which was even better. This was at no extra cost. Really pleased with the service of staff very friendly, enjoyed our stay. Always like staying there when visiting family.

Stayed for 3 nights, zero room service despite requesting clean towels etc on our second day. Very unhappy with this chain of hotels and intend to complain directly