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4.5
#151 of 1,150 hotels in London
Location
Cleanliness
Service
Value
Tripadvisor gives a Travellers’ Choice award to accommodations, attractions and restaurants that consistently earn great reviews from travellers and are ranked within the top 10% of properties on Tripadvisor.
Perfectly located in Central London, Hilton London Metropole is the ideal hotel for business and leisure guests. Just 10 minutes away from Oxford Street, Hyde Park and Marble Arch, and 5 minutes from Paddington Station, the journey to our hotel from Heathrow Airport is swift, taking only 15 minutes so that you can discover the best of London in no time! With four uniquely themed spaces, we've got all your cravings covered. From a quick snack at our Tyburn Market, to a delicious locally sourced meal at our restaurant, Tyburn Kitchen, or even a one-of-a-kind cocktail at our edgy destination bar, Bow Bar, you can have a complete London experience without even stepping out of the hotel. All of our hotel rooms offer wireless internet access. Wireless internet is also available throughout our hotel, free of charge. Choosing an Executive Room or one of our Suites gives you access to our great Executive Lounge. On a gym grind? Come over to our 200 sqm gym and have your gym session.
Star ratings are intended to indicate the general level of features, amenities, and services to expect. This property is classified according to Giata.
Places to stay are graded on a 0-100 scale. The higher the grade, the easier it is for travellers to find restaurants and things to do within walking distance.
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The Hilton London Metropole is frequently celebrated for its welcoming atmosphere and professional service, with staff members who are particularly attentive. While its central location near public transport and attractions is a highlight for many visitors, opinions on room quality vary, as some find them modern and spacious, whereas others see them as dated.
The hotel's value is occasionally questioned due to high costs and unexpected fees. Amenities like the 24-hour gym and breakfast buffet receive positive mentions, although noise levels and cleanliness have garnered mixed feedback.
Location
Convenient
Atmosphere
Welcoming
Rooms
Mixed
Value
Expensive
Cleanliness
Mixed
Noise level
Noisy
Service
Attentive
Amenities
Well-appointed
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Due to a conference which was held in this hotel I booked a room there and I was more than satisfied that I did. Directly when you entered the hotel after 1 hour drive in the taxi form London city airport I was warmly welcomed and the checkin was done easy and rapidly. My room was ready and I could directly access to it. The room was more than clean and equipped with all what you need. Also the view from the 18th floor was really not bad.
During my stay I also experienced the bar as well the breakfast and all was more than great. For the rest I can only recommend this hotel which is may be not the cheapest in London but offer great value for the money you pay.
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Date of stay: November 2022Trip type: Travelled on business
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Josef Mikulka, General Manager at Hilton London Metropole
Responded 8 Nov 2022
Hi XavierK807, Thank you for your review. It's wonderful to hear you received such a warm welcome after your journey. Your lovely words about the room, bar and breakfast will be shared with the whole team. I'm especially glad you enjoyed the spectacular views across the city from the highest floors of our Tower wing, we think they're really special. Once again, thank you for your feedback. I hope we'll see you again very soon. Kind regards, Josef Mikulka Hotel Manager
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Brilliant service from Mahmoud on checking in and a wonderful stay! Mahmoud sorted us out with a great room and we loved using the Executive Lounge for breakfast. When we left, the concierge stored our bags for us with no fuss at all. Great location to Paddington station and Edgeware Road tube station. Lovely room. Brilliant service. I would absolutely recommend!
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Date of stay: August 2022Trip type: Travelled as a couple
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Response from Josef Mikulka, Other at Hilton London Metropole
Responded 30 Aug 2022
Hi Andrew, Thank you for such a lovely review! I am so pleased you had a wonderful stay and were looked after by our fantastic team. They take tremendous pride in going the extra mile to look after our guests, and it will be my pleasure to share your kind words with Mahmoud and the rest of the team. Thank you so much for taking the time to leave feedback. We look forward to welcoming you back soon. Kind regards, Josef Mikulka Hotel Manager
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Stayed 2 nights with my family . Lovely hotel family room was very spacious compared to rooms we have stayed in before. 2 Tv’s so children were super happy . Staff were helpful. Breakfast was good . Great location especially for Oxford St. Has some parking reasonable at £25 per 24 hours . Would recommend and definitely stay again . Did email hotel with a couple of questions Karim was great replying promptly and answered all questions . A teddy also got left behind but again hotel were great in finding it and sending it back to me .
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Date of stay: August 2022Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Josef Mikulka, General Manager at Hilton London Metropole
Responded 3 Oct 2022
Hi there, It's always lovely to hear when a guest has enjoyed their stay so much so I'm really grateful for your review. We love being able to welcome families in our large Family and Superior rooms, and we're so lucky to have 2 tube stations and so many bus links on our doorstep, connecting us with all the attractions. Thank you for your kind words about the team here. I'll make sure these are shared, especially with Karim and the team who look after lost property - I'm delighted we were able to reunite your family with your teddy again. Once again, thank you for your feedback. I hope we'll see you again in the near future. Kind regards, Josef Mikulka Hotel Manager
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I had made the assumption that this hotel would have basic amenities. Nope.
What they do not have (and do not try to assist you with...)
1. No guest self-service laundry. We walked 3 blocks to have our wash done at a laundromat. If you use their hotel laundry, it costs 10 pounds to get 1 pair of jeans cleaned. 2. No guest business center desktop or printer. You can email the concierge your documents for printing. I wanted to upload travel photos to DropBox to ensure being to get them home safe. No can do. 3. Forget exchanging currency or making simple pound to coins change. They send you out on the street for that. I needed British coins to pay to use public toilets while visiting. Their cafe sent me to the front desk for change, the front desk said they don't offer change. When I got upset, finally a staff member went to her own purse to make change for me. Seemed like a pretty basic service that most modern hotels could accommodate. 4. I did see managers shamelessly scolding staff in front of guests. One manager was freaking out over guests using the paper to-go coffee cups at their breakfast tables, and scolded an employee for the guests choosing paper cups over ceramic mugs. 5. The bathroom was very out of date and looked tired. It was clean enough. 6. I do have to give credit to the front desk for giving us an early check in. 7. I had gone to the cafe when it was closing and asked if I could get a water. No. The employee was standing next to a huge lemonade container, I told her I was super thirsty. She offered nothing.
It would really take a whole new mindset of management customer service on very basic needs that guests have while travelling to make me recommend this place. It is very overpriced for the location and lacking in a "how may I help you?" attitude.
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Date of stay: June 2022
Location
Cleanliness
Service
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Response from Josef Mikulka, Other at Hilton London Metropole
Responded 5 Jul 2022
Hi there, Thank you for your review. I'm sorry to hear your stay didn't quite meet your expectations. We're pleased to offer a laundry service to our guests, where your laundry is cleaned for you but we don't have facilities at the hotel for this. Likewise, we will happily help you print documents during your stay with stay but we don't currently have a dedicated PC for guests use. The team will try to help with change wherever possible but we carry less cash these days as the world switches to using credit cards more. I will certainly think about all of these points and keep your suggestions in mind for any future changes that need to be made. As a hotel, we're very passionate about sustainability and have introduced many initiatives to play our part in reducing our impact. One of these is to avoid using paper cups wherever possible, although I have asked for this to be communicated better going forward and signage is now in place. Thank you, once again, for your detailed feedback. I assure you all points will be considered and I hope you'll give us an opportunity to welcome you back in the future. Kind regards, Josef Mikulka Hotel Manager
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Not one for writing reviews personally however having stayed in a lot of Holton hotels and being a Gold Honors member I felt the need to share my experience. This was a last minute booking as I was in London with the family and had decided to stay the night. We arrived at the hotel and were given room 692 which was a twin Queen room on the 6th floor for all 5 of us to stay in prices at £450 for the night. Upon entering the room we immediately smelt an overpowering smell which to us just smelt damp, as it was late and we had three children with us we decided to put up with the smell and stay in the room. Upon waking this morning after a terrible nights sleep on old sprung mattresses I decided to investigate the smell and to my horror found it was coming one of the mattresses we had just slept on. The mattress was stained completely with old festering urine and once the mattress protector had been pulled back the smell was even worse. Under the beds we found rubbish and old cans of carpet adhesive discarded and not put in the bin. The bathroom was filthy with mouldy discoloured silicon around the bath and filling gaps from the poorly fitted bathroom. The shower was completely hanging off of the wall and was unusable and dangerous for a room rented to children. The hotel had obviously been aware of these issues as the shower had been attempted to be repaired on what looks like a number of occasions using electrical tape and double sided tape. In the morning I went to reception and asked for some toiletries to be sent up to the room as we hadn’t intended to stay overnight. Despite asking at 8am and again at 9am they still had not been delivered when we checked out at 9:45 All in all I must say this was the worst Hilton location I have ever stayed. The staff are friendly and pleasant to deal with however the state of the facilities, cleanliness and overall service is appalling. Unfortunately the option to leave NO stars doesn’t exist so I’m leaving them the minimum 1. I will also be speaking to Mastercard to reclaim the expense of the nights stay. I have taken pictures of everything which I offered to show the reception this morning however they declined and just told me to contact guest relations. Not what you expect from a chain like Hilton.
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Date of stay: September 2022Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Josef Mikulka, General Manager at Hilton London Metropole
Responded 30 Sept 2022
Hi Daniel, I am so sorry to read your review, it sounds as though we really let you down and I can only apologise sincerely for this. We would really appreciate the opportunity to investigate and respond to you appropriately so I'd be very grateful if you could contact us via the Guest Assistance page on the Hilton website or at one of the email addresses on our own website. I look forward to hearing from you and to being able to resolve this. Kind regards, Josef Mikulka Hotel Manager
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We originally booked a family room at Thistle Marble Arch (formerly Amba Hotel) but a day before our arrival, we were informed that a renovation will be conducted on the floor of our booked room so we were transferred to Hilton London Metropole. We stayed at this hotel for 9 nights. Check in upon arrival was smooth and easy, the receptionist, who is a Manny Pacquiao fan, was very entertaining to talk with.
Some comments on the room - although the rooms looked newly renovated, I think the maintenance is not quite at par. The carpet smelled old and dusty and looked like it has not been vaccuumed for weeks or even months. Since we stayed for 9 nights, in the middle of our stay, we asked for a refill of the shampoo and conditioner, even left a note on the bathroom but still failed. We ended up buying our own toiletries at the nearby drugstore. On the other hand, when we requested for additional pillows, it was immediately brought to our room. The towels were replaced everyday but although it was clean, it has a weird smell like it was taken out from an old closet. It does not smell like fresh laundry at all. No bidet on the bathroom. BRING YOUR OWN toothpaste and toothbrush, cotton pads and buds, disposable razor and bedroom slippers - these are not all provided by the hotel. No everyday supply of bottled/canned water, we buy our own from the nearby convenience store.
The hotel was so big it has an East Wing and a North Wing but the North Wing doors/lobby is always closed. It is a long walk from the front lobby to the North Wing elevators it would take more than 7 minutes just to get to the main lobby from the North Wing elevator.
As a concession from Thistle due to a sudden change of hotel, they gave us a free breakfast at Hilton. Although, the room given to us by Hilton is definitely not a family room which is the room we paid for at Thistle. For 8 mornings, we had the same breakfast at Tyburn Kitchen. The quality of the food is excellent and the staff are very courteous. On our 4th or 5th morning, we wished there was something new on the buffet.
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Date of stay: February 2023
Value
Location
Service
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Josef Mikulka, General Manager at Hilton London Metropole
Responded 20 Feb 2023
Hi iamthemis, Thank you for taking the time to leave a detailed review of your recent stay. Whilst slippers, toothpaste and cotton pads aren't standard amenities in our rooms, we do keep a supply and will happily deliver these upon request. Hilton Honors guests can request water be delivered during their stay too. Your shampoo and conditioner should have been replenished without you asking though and I'm sorry this didn't happen. This will be discussed with Housekeeping. I'm glad you enjoyed taking breakfast in our Tyburn Kitchen and your kind words will be shared with the team. We'll certainly consider your comments about our buffet. I'm really grateful for your feedback and I hope you'll consider our hotel when you're next visiting London. Kind regards, Josef Mikulka Hotel Manager
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It is old, dated, very dusty, dirty. This hotel is huge and we booked a 2Q bed with sofa bed for a family of 5. For £650/night, this was highway robbery. The room was in the West wing. When our elevator opened to the nth floor, the hallways are dirty, with trash everywhere. Upon entering our room, it is very very dusty, coffee stains on the walls, stains on the carpet, sticky doors. It feels like they have forgotten this part of the hotel that it is their responsibility to clean. It’s so dusty it looks abandoned! I have to wipe every headboard, coffeemaker area, closet, tv stand, table etc for dust. I have to wipe all the sticky doors, sticky door handles, I feel like they should pay me for housekeeping! The windows outside have cobwebs and dust accumulating. The shower curtains smells like pee. The housekeepers looks overworked. They should not be renting this part of the hotel, much more rent it out for £650/night. I am not a picky person, old hotels is fine as long as they are clean! The breakfast is busy, with wide selection of food. The location is very close to train station. I also checked in online as I am a HHonors member, I chose my room, but they assigned me a different room upon check in! I also called before booking to ask if the room I was booking 2Q with sofa bed was a renovated one. The person who answered lied and told me the top floors are renovated, so I should just choose the top floors. Upon checking in I asked and they said, the room I booked is not a renovated one. Bait and switch! This is a disgrace of a hotel to the Hilton name!
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Date of stay: June 2022
Cleanliness
Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Josef Mikulka, Other at Hilton London Metropole
Responded 13 Jul 2022
Hi there, Thank you for leaving a review. I'm very disappointed to read your comments on your stay. This isn't the experience we want our guests to have, so I'm really sorry we let you down. I assure you this isn't our usual standard of service and that I'll be following your comments up with our relevant department managers to prevent a situation like this from repeating itself. We have refurbished most of our hotel, and the West wing is on its way to being refurbished soon, too. We are definitely looking forward to it. Thank you again for taking the time to leave feedback. I hope for an opportunity to welcome you back in the near future. Kind regards, Josef Mikulka Hotel Manager
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Granted it was Christmas and very busy, but the hotel seemed under staffed and poorly managed. Drinking water in a hotel shouldn’t be a big deal and the cause of dis-satisfaction, especially not in a Hilton branded hotel but our experience trying to get drinking water tainted my view of this brand.
There was only 1 small can of water in the room between 3 of us, so on first night I called guest services and requested more to be sent to the room. I was told some would be sent but it never arrived. Next day, I asked the concierge before we went out for the day. Again, told some would be sent up. Wasn’t there when we arrived, back in, so I asked front desk before going out for dinner, was told some would be sent whilst we were at dinner. Nope, never happened. Called guest services again, and finally someone from the front desk bought me water. The guy didn’t say a word. Just started at me very angrily, almost throw 2 small cans of water into my hands and then stormed off.
Finally, on the day we were due to leave, (check out is 12.00) we had house keeping knocking on the door at 9.15 asking what time we would leave as they wanted to clean the room.
As a platinum member of another hotel chain, I won’t be staying in Hilton hotels again for a long time, as they don’t seem to understand the term customer satisfaction.
On a positive note, I will say the location and facilities of the hotel are excellent. The bar is also very nice, and has some nice beers and wines. Was very well looked after in the bar by Ahmad, who was professional and friendly.
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Date of stay: January 2023Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Josef Mikulka, General Manager at Hilton London Metropole
Responded 3 Jan 2023
Hi P8742Alstevec, Thank you for taking the time to leave such a detailed review of your time at our hotel. I'm very disappointed to hear that you feel so let down. Water should have been left in your room on your arrival and whilst we don't automatically replenish this, all Hilton Honors members can have this brought to their rooms upon request. I'm at a complete loss to explain the reason this took so long and I'll be looking into this with the team. I apologise for the inconvenience this caused. Your kind words about Ahmad and the Bar team are much appreciate and will be shared with them all. I really hope you'll give us an opportunity to change the impression you've been left with, in the near future. Kind regards, Josef Mikulka Hotel Manager
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The good points of the hotel, great for parking, easy to use, no problems. The staff at the hotel all very friendly and would go out of there way to help you. Greeted by a smile by every member of staff we came across. ( a lot of staff ) so that was lovely.
Room 788 no Wi-Fi, it didn’t work, we paid £400 for this room, for 1 night…. myself, husband and my daughter (13) couldn’t sleep, down to the bed mattress being the most uncomfortable I’ve ever slept on
( premier inn beds are the the best I’ve ever slept on ) your mattress was rock hard. So much so my back was agony in the morning, and had to take pain killers .
Temperature in the room you can’t regulate, either too hot or too cold!
Although description when booking is 2 queen beds , definitely not queen beds …! More like a double! We have a super king at home and that’s much bigger than what we slept In room 788.
Bathroom basic , had ran out of shower gel, it is a nice touch to have the bottles of shampoo, conditioner, shower gel, if there were stuff in the bottles to use .
Breakfast was ok, again the staff to helpful, but the system just doesn’t work, like a free for all, why not do allocated times for breakfast, so there’s isn’t hundreds of people lining up for food , so when you get a drink and toast everything is cold by the time you come to eat. , This is due to the queues !!.
I understand this is a very large hotel and many guest staying, but there needs to be a few changes . The staff are a credit to you. !!!
Unfortunately we would never stay here again, which is a shame as we come to London an awful lot.
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Date of stay: November 2022Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Pietro Fania, General Manager at Hilton London Metropole
Responded 21 Nov 2022
Hi Kiley-Jane T, Thank you for taking the time to leave such a detailed review of your stay with us. While it's lovely to hear your kind words about the team, I'm disappointed that you felt let down by your experience and I will be discussing the points you've made with the relevant teams. I am really sorry for the inconvenience caused by the maintenance issues in the room and that we weren't able to fix these at the time. We will usually move you to a better room if we can resolve the problems and I'll look into why this didn't happen. Once again, thank you for your feedback. I really hope you'll give us an opportunity to make it up to you in the future. Kind regards, Josef Mikulka Hotel Manager
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We had a room in the west tower with 2 Queen beds. Great sized room, comfy beds, very clean. But reception was understaffed and their manner showed it. I really didn’t appreciate a palm being raised to stop me approaching when I got to the front of the check in queue. The guest services phone was unanswered for over 20 minutes from an internal and external number resulting in a late night trip to reception who told me there was no-one to staff it and that there was no housekeeping staff available to provide me with hypo allergenic bedding. It was provided later but with a lot of attitude from the reception manager and was literally just handed to me in a bin bag. The bar service was abysmal. After a 15 minute wait went to the bar to be served to be told to sit down and wait for table service. And when the order was taken a further 25 mins passed and again was told that the bar was busy and to sit down and wait, even though 3 members of staff were stood chatting. Twice we encountered housekeeping just walking into the room, the second time at 9:30 am to remind us we were checking out and asking what time we would be leaving. Breakfast staff were very busy but kept things moving along very nicely. All in all if I just needed a bed to sleep in it’s great. But customer service is a very low priority. Is it value for money? Definitely not. Would I stay again? No
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Date of stay: June 2022Trip type: Travelled with family
Room Tip:If you just need a room then it’s in a great location and you’ll get a good nights sleep. If you...
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Josef Mikulka, Other at Hilton London Metropole
Responded 21 Jun 2022
Hi there, Thank you for taking the time to leave feedback. I'm glad to see you liked your room and the bed. We want all our guests to have an incredible time with us, so I apologise for the inconvenience caused to you due to being understaffed. I assure you we are working on training our new staff as fast as possible and hiring additional team members. Once again, thank you for your feedback and apologies for letting you down this stay. I hope you'll give us an opportunity to welcome you back in the future. Kind regards, Josef Mikulka Hotel Manager
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There is no way to tell. A hotel will assign rooms in any way they want even if you request a refurbishment room. The best advice is to get there early and take a look at the room. If you don’t like it, request a different room. The later you check in, the less options for changing rooms.
London, United Kingdom22 contributions2 helpful votes
Hi Meleen,
Our lovely Concierge team will be happy to store your luggage until your room is ready, so you can begin exploring London straight away.
We look forward to seeing you in May but let us know if we can help with anything else before then.
Kind regards,
Josef Mikulka
Hotel Manager
There are more places to choose from in the London area.
PRICE RANGE
HK$1,833 - HK$2,804 (Based on Average Rates for a Standard Room)
ALSO KNOWN AS
hilton london metropole hotel london, hilton metropole london, london hilton
LOCATION
United KingdomEnglandLondonPaddington
NUMBER OF ROOMS
1,100
Prices are the average nightly price provided by our partners and may not include all taxes and fees. Taxes and fees that are shown are estimates only. Please see our partners for more details.
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