Canopy By Hilton London City

"Ive stayed at this hotel 3-4 times before and ive always had nothing but positive things to say except for this time. I was there in november and i originally made a booking mistake where i was rushing to book earlier in the year and i accidentally booked a room with mobility access and when we arrived to the room, i noticed and i immediately let the staff know that i booked the wrong room and i felt so guilty and bad for taking up a room that wasnt meant for me and others might need it more so i asked to be moved to another “regular” room if you will. They moved us the next day and when they did, i specifically asked not to have a connecting or adjoining room as my sister and i were staying together and as young women - we put our safety first of course. Yet, they put us in a connecting room and said that it was all they had so i just said okay fine since i made a booking mistake in the first place so i just made do with the room and everything was fine thankfully and we just put stuff in front of the connecting door and towel around the deadbolt and extra lock so no one would be able to enter (we always do this to the main door as well). The last night we stayed there, we were running errands and came back to the room at around 3pm and housekeeping had already been there and the room looked great and we stayed in the room until about 4:10 or so and then we left again to run more errands and we were only going to be gone a short time so we kept the tv and light on and the toilet seat was down (who flushes with the seat up??). We came back and to our surprise, the lights had been turned off, the tv off and the toilet seat was UP. Clearly someone had been in our room and it wasnt the connecting room as everything was still in front of the door as we left it so it must have been the main door. Now i got really anxious and felt unsafe as we still had to stay one more night so we went down to the reception immediately to let them know and report it - the reception person completely brushed it off and didnt know what to do with that information so i pointed out to her that there is a security camera that shows our door clearly if she can get someone to look at it and she said no, that wasnt possible. I asked her what could be done for our safety and she said that she would call her manager and we waited in the lobby whilst she did so. She came back to us about 5 minutes later saying that there was a housekeeping random check that was logged about 8 minutes after we left the room and i was like what? That isnt a thing. I told her housekeeping had cleaned our room at noon and we had been in and out of the room since then a few times so what could possibly warrant a random housekeeping check after seeing on their log that we had been in the room since then and the room wouldnt still look spotless many hours later so that just didnt make sense to me and felt like a lie on their behalf because they didnt know what else to say. I told her that there are only ever a few legitimate reasons for staff to enter rooms (besides housekeeping) and they are 1.security reasons such as suspicious behavior or wellness checks if someone had the dnd sign on for too long or 2. maintenance issues that need to be fixed and if these are things that need entering the room, staff is always supposed to get it approved beforehand by the person in the room or at least notify when they return to the room and the girl just looked at me and shrugged her shoulders and said “i dont know what to tell you” and she then said “i can give you a new room tomorrow” and i told her this was our last night and we did not feel safe anymore in this room knowing someone had been in it and she said there wasnt anything she could do so we were forced to stay the night and we didnt sleep at all. I let the concierge know about this when we checked out the next morning and all he said was sorry. Absolutely ridiculous. Safe to say i will NOT be staying at this hotel again and i regret spending my money there so many times before. Atrociously unsafe behavior."

"I recently stayed at the Hilton Canopy and had a fantastic experience. The hotel is modern, clean, and beautifully designed. The rooms are very comfortable and well-maintained, making it easy to relax after a long day. Staff was friendly and helpful. Special thanks to Connor, who went the extra mile to help me change rooms and ensure I had a pleasant stay. I will definitely return."

"My compliments to Welcome Enthusiast Duty Manager Gonzague Pruvost. My first interaction with him was when I asked for directions to Harrods. He was incredibly kind—he showed me which trains to take and gave such clear instructions that I arrived quickly and without any confusion. The next day, while I was sitting in the lobby trying to figure out how to get to a supermarket for a friend, he approached me with the same friendly attitude and checked in on how I was doing. I asked him for advice, and he took the time to look up a larger supermarket and once again gave clear, helpful directions. A third time, when I asked about breakfast hours, he proactively asked if I needed any assistance. I mentioned I would be leaving before breakfast, and he immediately told me about the breakfast bag option. He truly embodies what a Welcome Enthusiast should be! I’ve traveled and stayed in many hotels, and I rarely write reviews, but I was so impressed with his service that I felt he deserved recognition. If I return to London, I wouldn’t hesitate to stay here again because of him. Please give him a well-deserved year-end bonus—haha!"