Hampton by Hilton London Waterloo

"Centrally located. You could walk to the London Eye or a short taxi ride to other sites. The staff was very helpful in helping plan excursions. The breakfast selections were amazing. The lunch and dinner menu provided many selections and the prices were easonable."

"We were due to stay at the hotel this evening but unfortunately my little boy was violently sick on the way resulting in us needing to go home. We contacted the hotel asking for any flexibility due to the circumstances and whether we could reschedule but were told 'tough' and the full cost of the night would be charged. I appreciate it's a business but I'm not sure they would have wanted us turning up covered in vomit today!"

"Very disappointing experience at Hampton by Hilton Waterloo. We arrived at around 10:00 AM straight after a long international flight with tired children, fully understanding that early check-in might not be possible. We did not expect our room to be ready that early, so we went out to explore the area. We returned around 12:00 noon and were told the room was still not ready, but that we were supposedly being prioritised. Trusting that, we went out again for lunch to give the hotel more time. When we came back around 2:00 PM, the room was still not ready. What made the experience frustrating was being told that check-in is strictly at 3:00 PM, with seemingly no flexibility at all, despite seeing other guests being checked in earlier. It’s already 3:00 PM, after waiting in the lobby with exhausted and sleepy children, we were still not checked in. I had to go to the reception if I have to wait exactly at 3pm to be checked in exactly as they mentioned which they said is a must. What disappointed us most was not the wait itself, because we understand hotel policies and know early check-in is never guaranteed. It was the lack of empathy, poor communication, and inconsistency in how guests were being handled. This is actually our first time booking with the Hilton group, and unfortunately it left a very poor first impression. We have stayed with Marriott and Accor hotels many times across different destinations and have never experienced this level of inflexibility or lack of consideration, especially for families arriving after a long-haul flight. The location of the hotel is good, but service matters just as much. Sadly, this experience makes us question whether we would choose Hilton again."