Hilton London Docklands Riverside Hotel
Left stranded by hotel ferry

COMPLAINT

Date: Sunday March 13th

Time: between 7:30 pm to 10 pm

Guests: About 11 of us

Complaint: Several guests and I were miss informed by hotel staff reception that Hilton Dockland's Ferry would come for us on other side of river. We waited for over an hour in the cold and the ferry never came for us in-spite being told several times via telephone by staff at the hotel to wait and that it would be on its way over to pick us up shortly.

Result: As a group we took the Clipper river taxi across the river. We had to all walk back to hotel (about a 40 min to 1 hour walk walk for most of us disoriented/unfamiliar foreigners.. getting lost down a couple dangerous alley ways). Aged members of the group struggled with the walk stopping to recover several times. On particular couple, the wife had MS and had to be carried by her husband and young daughter. An overweight couple also struggled with the walk arriving with feet sores.)

Complaint: The hotel staff were incompetent at taking responsibility for the miss-information and provided no relevant compensation for the inconvenience. I would further add, recalling my stay, that this hotel should strongly be considered for removal from the Hilton Brand of Hotels. The facility is tired, poor service, and did not meet my most sincere regard for the "Hilton" brand of hotels that I have come to love and appreciate in my personal and business travels at home in the USA and abroad.

Company: Hilton London Docklands Riverside Hotel
Country: United Kingdom
Region: England
City: London Docklands

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