Hilton Birmingham Metropole

A bit of a disaster on arrival it took 2 members of staff to find my reservation. I went to check in and it took over half an hour to find my reservation, to find my room I couldn’t stay in as the air con wasn’t working in that part of the hotel so they downgraded my room which included the executive lounge. Luckily I challenged them and they put executive lounge access and breakfast along with free parking due to the long checking in time.

The Hilton is an average big hotel that thinks it’s something better. I’ve stayed there several times because it’s near the venue of our event. Small touches that are appreciated by travellers and I see at budget hotels let alone ones that charge £450 for one room for two nights excluding breakfast - no drinking water in the room. No biscuits with the (very basic) tea/coffee facilities. I asked for water and was told it ‘wasn’t their policy’ and I could drink from the bathroom tap! Someone did eventually came up with cans of still water. My room was an ‘executive’ room I think but no on mentioned the Exec Lounge with complimentary drinks & snacks to me so I didn’t use it. You have to pay extra to use the pool. The drinks at the bar are very expensive and some of the bar staff seemed untrained, having no idea of the wines or gins on offer.

The Hotel itself is huge with 8000 rooms but also very old and tired looking. It doesn’t look like a Hilton on arrival. The room was good we had two double beds (small doubles) you could tell the carpet hadn’t been hoovered and the builders hadn’t removed the plastic off the bath panel, every else was just fine. The hotel is noisy as it’s very close to the airport, if you enjoy listening to planes take off and land then you’re all good. Breakfast was brilliant! Lots of choice to eat, bar/coffee bar was nice. Vending machines were all empty! The pool was lovely, changing rooms only has 2 private cubicles, the floors were dirty full of hair and mucky footprints from outdoor shoes and the electronic lockers… everyone had problems with them, they are temperamental, they look aesthetically pleasing but not useable. We also paid an extra £20 to keep the room on till 3pm, but checked out early due to a cleaner stood outside the door saying she wants to clean the room and go home, then proceeded to knock every 15 mins even though I explained I had paid extra and there was a do not disturb sign on the handle outside. The hotel did refund us the extra £20 we paid. But still… have a word! Won’t be rushing back there anytime soon.

Good hotel great location, like most of the big chains, food and drinks and car parking expensive but overall a good experience

Good location for business travellers, close to NCE and The Vox. Got a message before my check in that you need to pre-book your visit to the swimming pool and pay for your pass - which was disappointing.

I think the parking is a con

Although convenient for the NEC, this is extremely expensive for a very average standard of hotel and the 24-hour restaurant has a very limited offer and mediocre food. At breakfast the coffee is poor but the food is okay. On the plus side, for a hotel so close to the airport, it is very well sound-insulated so quiet for sleeping and the beds are comfortable.

A piece was sticking out in the shower and cut my foot so badly I needed to go to A&E for a shot. I asked them for something by way of a refund for the time missed at the conference at the NEC and they basically said 'we paid for your taxi there and back so we are good' - no really, here's their response "I can see from Hotels.com a refund has been requested due to the injury to your toe during your stay. However, at present we are not refunding the stay. Our Health & Safety team have been notified of the injury, alongside the status of the bedroom itself. I do believe my colleagues who were on duty that evening organised you a courtesy taxi at your request to the nearest A&E. This, alongside one to return to the hotel, was organised for you. My colleague has also noted your concerns with the relevant department managers, particularly with our Maintenance team regarding the shower."

Stayed for 1 night for concert in Resort Arena. Location excellent. Tried to check in half an hour early and they tried to give us a lower standard of room than booked. Then said room type booked needed to be checked by housekeeping that was clean and to come back in half an hour. Queued again for another 15 minutes and given the keys to the correct room. We went to the room and found that the room was already occupied. At this point we were both annoyed and embarrassed. Went to reception to complain and again queued to be seen after being ignored by a couple of reception who obviously realised we were there to complain. Explained the situation and was refunded our car parking charge. Was then told that we would have to wait for another room to be checked by housekeeping! Didn’t agree to this and asked for a room that was ready now as checks not even carried out. Used the Executive lounge for drinks before show. It was busy but friendly and helpful staff. Selection of drinks good. Room comfortable and surprisingly not very noisy given the size of hotel and being busy. Used executive lounge next morning for breakfast. Plenty to choose from and nice and quiet. Would use again if at Nec or Arena but would try other near hotels first.

Not a hotel for the solo straight, white, middle-aged business traveller Hardly any of the staff are native English and trying to get a point across is near impossible. I stayed near the lift shift and had to wear earplugs due to its constant grinding and squeaking. The TV doesn't work, and there is a hidden charge to use the leisure facilities Which they don't tell you about until you book the room which is in the terms and conditions on Hotels.com, who reads terms and conditions when all the pictures show a swimming pool