Started well but got progressively worse.

Started well but got progressively worse.

The good: Check-in was superb, we recieved a really warm welcome from the front desk staff. The rooms were large, modern and comfortable. The "digital key" works well and the hotel is only a 2 minute walk from Kingstons shopping mall. There is a real health and fitness vibe around the area, which personally I loved.

The bad: Breakfast service is poor. We weren't asked for a hot drink on both mornings that we attended breakfast. The "select a room" feature on the app didn't work so we ended up in a room without a bath - our 8 month old hasn't quite learnt how to take a shower yet I'm afraid. Also, quite bizarrely, despite making it clear on the booking that our child was 8 months old and we needed as much space as possible, the hotel decided to fill half of our "suite" by setting up the sofa bed. Either they could forsee me and the mrs having a domestic or they expect infants these days to shower and sleep in a bed at 8 months.

The hotel looks large on the images, but felt small inside. It seems that the majority of the photographed building is actually a separate apartment block.

Finally, parking. The recommended car park opposite the hotel closes at 11pm and is not accessible until the early morning. This lead to a fairly poor service experience, where we returned to the hotel at 2am after having to take our daughter to A&E. Hoping to speak with a kind face after an incredibly stressful night, my partner was told fairly bluntly that there is nothing the hotel could do. Poorly child in arms, she was told that we would have to park in a town centre carpark around 10-15 minutes walk away or get a ticket if we stayed outside the hotel. This was said to my partner while I was outside keeping the car running and I find it disgraceful that an employee of Hilton would suggest that a young woman walk through London at 2am with a young child. Obviously when she told me I sent them both up to the room while I went off in search of a car park myself.

All in all, a nice hotel with modern rooms, set in a fantastic part of London (Kingston), let down by a lack of customer care.