Hilton York

“Great Staff, Outdated Rooms & Awful Guests”

The staff were ever so lovely, which is far more than can be said for the very, very large and inconsiderate party of guests that took over the hotel for New Year's Eve. It was New Year's Eve, of course there are going to be revellers drinking and having a merry time; I would expect no less. This, … more

The staff were ever so lovely, which is far more than can be said for the very, very large and inconsiderate party of guests that took over the hotel for New Year's Eve. It was New Year's Eve, of course there are going to be revellers drinking and having a merry time; I would expect no less. This, however, went beyond that. They destroyed the communal bathrooms, left rubbish littered all around the entrance outside, they completely took over the hotel bar leaving absolutely nowhere for other guests to sit for a drink, they left their many rather disrespectful kids to run around the hotel completely unsupervised, and then they woke us all up at both 4am and 5am by one or more of them banging on our bedroom doors (one because, in a drunken haze, he was trying to figure out which room was his, and another because they were trying to find a friend who'd gone back to their room - the number of which was unknown to the rowdy group). Again, I cannot express how lovely the staff were to us outside of all of this. The strain of having to deal with the aforementioned inconsiderate group, however, was understandably showing in some of the staff later that night. I do NOT blame them for this, I completely sympathised and did not envy them one bit. It did sadly have a bit of a negative effect on our enjoyment of the hotel (again, not blaming the staff in the slightest, this was obviously the very large group's doing and I am sure that I would have felt very exhausted by the group's behaviour also in that situation). Perhaps going forwards, the only way to ensure that this situation doesn't ruin the experience of other guests (nor cause so much strain for the poor staff) is to have a policy that limits the amount of people in one group during special events. Or, even alert other guests to the fact that there is a very large party (we are talking well into the hundreds - errant and disrespectful kids included) that will be staying. That aside, as other reviews have mentioned, the hotel rooms are indeed quite outdated and the beds are not amazingly comfortable. The rooms are not what I'd expect of a 4 Star hotel at the price that we paid for it. The bar area on the night before New Year's Eve, was absolutely wonderful. It was warm, inviting and the drinks were absolutely lovely (albeit, rather expensive). The bar staff were ever so friendly and even kindly made up a drink that wasn't on the menu for my fiancé. It really was very disappointing that we couldn't even use it even for 10 mins on New Year's Eve. And, finally, as I mentioned above (but I really want to express this again), the staff were truly great. Especially, the wonderful lady who helped us fetch our bags out of storage (we left them at the hotel after the check-out time, so that we could spend a bit more time in York). She, unfortunately, had to deal with a few of the aforementioned disrespectful kids trying to brazenly lie their way into stealing a suitcase in the storage cupboard whilst it was open for us (a suitcase that clearly did not belong to them as it had been left with a ticket tag on it, and as they could not produce the corresponding ticket...). She, however, dealt with this beautifully, firmly and very professionally, which made us feel confident that our bags had been very safe with the hotel. The staff really would be the only draw for us to use this hotel again, which is a shame as it is in a wonderful position in York.

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“Hampton by Hikton near York Railway Station”

Put on lower ground floor, whilst room was OK, the area was noisy both inside and outside whilst we tried to sleep. As a long term Hilton Honours member, we expected better. Also asked for early check in which in the past at nearly all other Hampton by Hilton hotels has been granted. Not this one. … more

Put on lower ground floor, whilst room was OK, the area was noisy both inside and outside whilst we tried to sleep. As a long term Hilton Honours member, we expected better. Also asked for early check in which in the past at nearly all other Hampton by Hilton hotels has been granted. Not this one. Breakfast experience was also not good but we have added that review separately.

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“Staff are a credit, hotel is very tired.”

Reception staff were lovely when we arrived, even gave us a warm cookie. Bar staff were helpful and cheery so no complaints with the staff. Unfortunately the room was very tired, as were the halls and stairs. Very creaky and could do with a good clean and lick of paint. Our room was ok, bed comf… more

Reception staff were lovely when we arrived, even gave us a warm cookie. Bar staff were helpful and cheery so no complaints with the staff. Unfortunately the room was very tired, as were the halls and stairs. Very creaky and could do with a good clean and lick of paint. Our room was ok, bed comfy and clean bedding. Windows had seen better days and could feel the cold through them and lots of condensation. No lock on the bathroom door so could see through to the bed, black mould on bathroom ceiling, shower door wouldn’t close properly so was uncomfortable, the flush on the toilet felt quite loose. Radiator didn’t work in bathroom and it was absolutely freezing in there. In general I don’t want to complain about the hotel, it just needs some TLC.

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“Inexperience staff, dated room and service, overall not great. Won't return.”

Check-in confusing. App failure; manual check-in got no info on hotel services. Unclear how to valet park. Was required to know in advance when I'd need car again. EV charging available on website; no info on that during check-in. Was given wrong room number on key card so had to return to desk to … more

Check-in confusing. App failure; manual check-in got no info on hotel services. Unclear how to valet park. Was required to know in advance when I'd need car again. EV charging available on website; no info on that during check-in. Was given wrong room number on key card so had to return to desk to get that fixed. Room very dated. A 20-year old phone. Phone service barely functional. 5 attempts to get room service. There were USB power sockets in the room, but none near the bed, so having to charge devices across the room while sleeping. Inept/inexperienced restaurant service staff. Kept apologising about being busy (it really wasn't and that's no excuse). No Prosecco. Food ok though. Bed ok. No room fridge is a shame. App map showed library. There isn't one. Good breakfast. Good location. Overall feels like a mid-level business hotel from around the turn of the century. High risk car valet return. Tower view room, not worth extra for tower view.

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