Overview

Stayed in the Hilton Garden Inn as going to a concert at Ovo Hydro. We had issues with dinner but that was dealt with so I will not comment. The Queen Accessible Room River View was not what I would class an accessible room. The bed was inaccessible being 29" in height, from floor to top of mattress. The recommended height is 20-23". This was pointed out at check-out when the Receptionist said "yes many people complain about the bed height". I had a response direct from the hotel receptionist I had already spoken to "I appreciate your feedback, and I talked to the manager about it after you checked out with me, but the beds are at a height that can cover most of the needs of the guests. I'm sorry it wasn't satisfactory for you" I then wrote to Hilton Group and they advised that "It is our goal to provide only the highest level of customer service and accommodations for all our guests. I am sorry to hear that you had a bad experience with us. Hilton is committed to provide equality of service, access and facilities to all our guests and we endeavour to meet any specific requirements our guests may have, so that barriers may be overcome. We have therefore updated our hotel websites with detailed information on the facilities the hotels provide for guests with disabilities. I regret to learn that you were not satisfied with the height of the beds, as well as the hotel's response. I have updated the Guest Assistance case .......................... with your comments for internal review and training. Our Brand Management Team conducts an internal review of complaints and discusses a plan of action with the property to ensure that guest feedback is directly implemented into our efforts for improvement." So there you have it stay in the Hilton IF you do not require a bed to sleep in.......I would say that is one of the fundamental requirements of a hotel room.

Transport & Parking

one accessible parking bay - we got it as arrived early!! other parking spaces are over cobbles....

Access

Access is river-side on a wet and breezy day it was problematic

Toilets

lobby toilet ok

Staff

Restaurant staff trying to be helpful Receptionist a waste of space

Anything else you wish to tell us?

Cleaners trolleys blocked the alleyway