Hilton London Bankside

Bed was really comfortable and hotel was maintained to a good standard.

Firstly, we called the hotel before booking to ask if pool, sauna and steam room were available for paying guests. After first being unsure they confirmed uncertainly that this was the case. We booked and then found out there was no sauna or steam room (the whole reason for our stay). At reception upon arriving, Ana was again uncertain about different aspects of the stay. She also entered my card and inputted an extra £50 without having the courtesy to explain that this was for a deposit (have no problem paying a deposit but it’s good service to be explained why before taking the money). For breakfast in the morning we were shown the table without being told to follow. The breakfast we were sat and then realised to have food from the restaurant itself it was all extras. Upon leaving the restaurant we said bye and thanks and the front of house completely blanked us. We got back to the room and called about a late checkout (1pm complimentary and 2pm if the hotel was quiet). The concierge staff had already confirmed it was quiet so 2pm was likely. On the phone this was another opportunity to try and get add ons - it was only after some debate that we got 2pm for free (we were pushed and pushed for £20 even though the hotel was ‘quiet’). Upon checking out, after already been charged £219 for the room and £50 deposit (went straight out of my account on monzo) we had another member of staff at reception attempt to take £219 again. I am certain that getting the £50 deposit back will also be hassle. All in all, it felt like all staff were untrained and unsure and the vibe of the hotel was to try and get as much money from add ons as possible.