Hilton London Heathrow Airport Terminal 5

“Best time ever !!!”

Mackben Piyush Mark Fantastic!!!! We had the best time ever thank you so much

“Thank you!”

Mackben was fantastic! Thank you.

“First Class Service”

I walked into the Hilton Heathrow Terminal 5 (Poyle Road) after a tiring three hour journey from Somerset. My wife abd I were greeted by a very pleasant smiling Prerna, who was professional and friendly, she made the check-in process easy due to her efficiency. We will certainly be using Hilton aga… lisää

I walked into the Hilton Heathrow Terminal 5 (Poyle Road) after a tiring three hour journey from Somerset. My wife abd I were greeted by a very pleasant smiling Prerna, who was professional and friendly, she made the check-in process easy due to her efficiency. We will certainly be using Hilton again, please pass on our gratitude to an excellent member of your team Michael White

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“Disappointed”

I am writing to provide feedback regarding several service disappointments during my recent stay at Hilton London Heathrow Terminal 5 from Jan 8 to Jan 9. As a Diamond member, I have consistently enjoyed the exceptional service standards Hilton is known for, which made this experience particularly … lisää

I am writing to provide feedback regarding several service disappointments during my recent stay at Hilton London Heathrow Terminal 5 from Jan 8 to Jan 9. As a Diamond member, I have consistently enjoyed the exceptional service standards Hilton is known for, which made this experience particularly unexpected. LEVEL 1: SERVICE EXPERIENCE CONCERNS Prior to arrival, I submitted a specific room request through Hilton app “chat with us” (representative name: Sarah) to have the air conditioning turned on, as reviews indicated rooms can be quite cold. This should confirm my room was pre-assigned with advance notice of my arrival. But there’s no AC when I arrive at my room. Arrival Experience (9:45 PM), before I arrive I asked the opening hour of the lounge, and Sarah responded from 6:00-23:00. But when I carried all my luggage to the Executive Lounge was unstaffed with no reception services available. After I dragged my luggage back to the reception, there was no dedicated Hilton Honors desk or priority service recognition at main reception. After waited for 10 minutes and got my room card, the card was not programmed with executive lounge access, so I have to come downstairs again to ask for my access. The welcome plate was not provided, though I observed the neighbouring room had received their cake with the chocolate letter welcome to Hilton Heathrow T5. Morning Breakfast Service Upon entering the restaurant, there was no greeting or acknowledgment of my Diamond status. The restaurant manager did not direct me to the designated Diamond/Gold seating area. When I inquired about seating protocols, the manager initially stated no such designated area existed. Only after I pointed to the visible signage reading “For Gold and Diamond Members” did the manager ask for my room number and escort me to the appropriate section. Even after being seated in the Diamond area, I was not offered beverage service or asked about egg preferences. I had to proactively inquire whether made-to-order items were available. MANAGEMENT RESPONSE CONCERNS When I spoke with the duty manager seeking clarification, I encountered additional disappointments: Breakfast Seating Issue: She initially stated “we don’t have designated areas for Diamond members.” Only after I provided specific evidence (describing the signage and the restaurant manager’s actions) did she acknowledge this area exists. Pre-Arrival Request: Regarding my AC request made through your online system, she indicated “there’s nothing on the system” - despite this having been submitted through official Hilton channels. Welcome Amenity: When I inquired about the missing welcome plate, she initially claimed there was no such complimentary service. Only after I showed her a photograph I had taken of the welcome plate at my neighboring room’s doorstep did she acknowledge this amenity exists. She then attributed my missing amenity to “system problems,” stating “you didn’t show up in our VIP list.” Overall Pattern: The duty manager’s approach followed a consistent pattern of initially denying services exist, then admitting to them only when confronted with concrete evidence. This created an uncomfortable dynamic where I felt I was being dismissed rather than assisted. The repeated attempts to claim “we don’t have this or that” - when clear evidence existed to the contrary - left me questioning whether my status and concerns were being taken seriously, or whether I was being treated differently than other members might expect. Service Recovery Attempt: The only gesture offered was extending my late checkout by 30 minutes (from 3:00 PM to 3:30 PM). When I asked if the welcome plate could be brought as a gesture of service recovery, she said she would “check with the kitchen.” Four hours later, I had received nothing. I value my relationship with Hilton and remain a loyal Honors member. I hope this feedback helps improve the experience for future Diamond members at this property.

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