Hilton Garden Inn London Heathrow Airport

Recent Reviews: 4098

• User:Kelly F

  Trip type: Friends getaway

  Horrible experience, unhelpful staff

  06 Jun 2026

  During our one night stay on May 30, we had the worst experience that I have ever had with any hotel I have ever stayed at. While it was not the hotels fault that the underground lines were down, when we made it to the hotel via bus and asked how to get into the city, we were instructed to take their shuttle back to the airport and take the Elizabeth line. I told the two ladies at the desk that I believed they were down due to the signs at the airport. They both assured me that this was only the Piccadilly line and that the Elizabeth line was still running, so I needed to take their shuttle back to the airport. First of all, unlike the bus, their shuttle had no air conditioning, or it wasn't on, and it cost 3 times as much as the bus. Second, when we got back to the airport, we were informed that I was correct and the Elizabeth line was not operating. We ended up taking a taxi. When we finally returned to the hotel, the man at the desk told me I had not checked in via the app, and then seemed annoyed when I showed him that I had. He did not know where our bags were and when we asked if we could schedule a taxi back to the airport in the morning because there was such chaos with transportation and we had an early flight, he said call an Uber. In the morning, when I went to drop the key in the return box, a different man at the desk said give it here and SHOOK his hand at me. No one at any point asked how our stay had been or made any attempt to be friendly or helpful in any way. I do not believe I have ever reviewed a hotel poorly, and I'm fairly certain I have never given a hotel one star. It's a tough business, with tired and grumpy travelers, and I look for any redeeming quality when I review a hotel. This hotel was horrible. In fact, it was so horrible that I will do everything in my power to avoid Hilton's, in general. Every other hotel I stayed in during the 2 week trip were fantastic, friendly, helpful. Everything you can hope from a hotel while on vacation. This hotel was a total dud. AVOID AT ALL COSTS. Hemant Pendse, General Manager at Hilton Garden Inn London Heathrow Airport Hatton Cross, responded to this review Dear guest,Thank you for taking the time to share your feedback.Please accept our sincere apologies for the experience you had during your stay. It is disappointing to learn that we fell short of the level of service and hospitality that both you and we expect. Your comments have been shared with the relevant teams and will be reviewed carefully to ensure we learn from this experience and make the necessary improvements.We genuinely regret that we left you with such a negative impression and appreciate you bringing these concerns to our attention. We hope you will consider giving us another opportunity in the future to provide the welcoming and attentive experience that our guests deserve.Regards,Hemant PendseGeneral Manager

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• User:ronny256

  Trip type: Couples

  Mix of good and bad

  05 Jun 2026

  We stayed 5 nights as points rate was attractive. It turned out to be a mistake. Paddington line that we counted on to get to London seamlessly did not work 3 out of six days - strike and line maintenance combination. The hot water in our room was either trickling or missing - maintenance could not fix it. Breakfast was good, on par with other European hotels. Those two factors, however, made us regret our decision to stay at this hotel. Hemant Pendse, General Manager at Hilton Garden Inn London Heathrow Airport Hatton Cross, responded to this review Dear guest,Thank you for taking the time to share your feedback following your recent stay.We are pleased to hear that you enjoyed our breakfast offering and found it comparable to other European hotels. However, we are sorry to learn that other aspects of your stay did not meet your expectations.We sincerely apologise for the issues you experienced with the hot water in your room. We understand how frustrating this must have been, especially during an extended stay, and regret that our maintenance team was unable to resolve the problem to your satisfaction.We also appreciate your comments regarding transportation into central London. While we understand the disruption caused by strikes and scheduled maintenance affecting the Elizabeth and Piccadilly lines, unfortunately these services are operated independently and are beyond the hotel's control. We recognise, however, that such disruptions can significantly impact travel plans and the overall guest experience.Thank you again for your valuable feedback. We will continue to review our facilities and services to ensure we provide a better experience for future guests. We hope you may consider giving us another opportunity to welcome you in the future.Regards,Hemant PendseGeneral Manager

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• User:BBB B

  Trip type: Solo travel

  Great stay

  05 Jun 2026

  Great spot after a long flight - exceptional dining service at Jacks by Erika … who was so kind and went out of her way when I wasn’t feeling so flash. Hemant Pendse, General Manager at Hilton Garden Inn London Heathrow Airport Hatton Cross, responded to this review Dear guest,Thank you so much for your wonderful 5-star review.We are delighted to hear that our hotel provided the perfect place to relax after a long flight. It's especially rewarding to know that Erika made such a positive impact on your dining experience at Jacks. We take great pride in delivering genuine hospitality, and your kind words about her care, kindness, and willingness to go above and beyond when you weren't feeling your best will mean a great deal to her.We truly appreciate you taking the time to share your experience and look forward to welcoming you back on your next visit.Regards,Hemant PendseGeneral Manager

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• User:Sergey K

  Trip type: Business

  Good choice

  05 Jun 2026

  Fairly modern hotel close to Heathrow airport and the underground station. The rooms are clean and staff are friendly. Breakfast was above expectations with a made to order omelet station. There is also a bar, a dinner restaurant and a small continence store next to the reception. The only downside is a poor noise insulation from within the hotel as I could hear everything happening in the corridor (doors opening and closing, people talking, housekeeping etc.). On the other hand, the external insulation is great. You have a direct view of the airport without hearing any of planes. Hemant Pendse, General Manager at Hilton Garden Inn London Heathrow Airport Hatton Cross, responded to this review Dear guest,Thank you for your detailed review. We are delighted to hear that you enjoyed your stay and appreciated our convenient location near Heathrow Airport and the Underground station. It's great to know that you found the rooms clean, our team friendly and welcoming, and that breakfast exceeded your expectations. We are especially pleased that you enjoyed the made-to-order omelet station, as well as our bar, restaurant, and convenience store facilities.We also appreciate your feedback regarding the noise insulation within the hotel. While we are glad that the soundproofing from outside effectively minimised aircraft noise despite the airport views, we are sorry that noise from the corridors impacted your comfort. Your comments have been noted and will be shared with the relevant team as we continue to look for ways to enhance our guests' experience.Thank you again for your feedback, and we hope to welcome you back on a future visit.Regards,Hemant PendseGeneral Manager

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• User:LFKUk

  Trip type: Solo travel

  Don’t make this mistake. Wrong Hilton Garden Inn!

  04 Jun 2026

  I booked the wrong Hilton Garden Inn! I didn’t know there were two at Heathrow airport. I thought I’d booked the one attached to Terminals 2 and 3 so as to be able to walk from the hotel to the terminal. I’d booked this one instead. Don’t make this mistake. There was nothing wrong with the hotel. It was quiet. The room was spotlessly clean and comfortable. The blackout curtains were excellent. The food was ok. But I ended up spending £34 on a taxi to terminal 3 as the wait for the £7 shuttle bus was over half an hour. Hemant Pendse, General Manager at Hilton Garden Inn London Heathrow Airport Hatton Cross, responded to this review Dear guest,Thank you for taking the time to share your feedback. We are pleased to hear that you found the hotel quiet, your room spotlessly clean and comfortable, and that you enjoyed the blackout curtains and overall stay.We are sorry to learn that the location was not what you expected. Heathrow does have two Hilton Garden Inn properties, and we understand how easy it can be to confuse them when booking. We regret the inconvenience this caused, particularly the additional transportation costs and wait time for the airport shuttle.Your comments are valuable and will be shared with our team as we continue looking for ways to help guests better understand the transport options available before arrival. We appreciate your balanced review and hope to have the opportunity to welcome you again in the future.Regards,Hemant PendseGeneral Manager

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