Sometimes the only power you have in this world is your voice. So it is, that I write a full review the London Hilton Metropole hotel. We stayed there February 17-20, 2012. In tow were two large bags, a stroller, and two young children. We got two adjoining rooms.
So many things we loved about the hotel. The concierge were darling with Stella and Tiger and every night they got a balloon which just sent the kids to the moon. They had a small pool that the kids loved (although it was pretty gross by Monday and I suspect the reason for Tiger's terrible ear infection since).
We checked in on Friday and all was well. Sunday we were awoken to a fire alarm at 4:00 pm. A very loud and terrifying series of fire alarmish sounds that went on for fifteen minutes. We gathered ourselves and our children and like most people who grew up with fire alarms proceeded to the fire exit and the thirteen flights of stairs with terrified kids in tow.
When we got to the lobby we realized it was a DRILL. A DRILL. I am very happy that Battleship Gallactica size hotels like this one has drills, it is a smart idea. But you know what else is a smart idea? Telling your guests. There were a variety of ways they could have done this: note in the room that they visited three times before the drill, at check in, a voicemail on my phone, a large notice placed in front of the elevators with flashing signs. Did they do any of those? Nope. What did they do? A small sign in the lift. We are talking 14 pt font and three paragraphs. Someone needs to go back to Marketing School and review their font lessons (I want to go to that school).
If I told them I was going to be staying for an extra two weeks would a paper taped up onto the lift be sufficient? Of course not, because that is silly, and so is this.
Now I hate to remind people but some pretty crappy things have happened in the 12 years in the US and in London. I believe both countries have been on an orange terror alert level for OVER A DECADE. So, it is not smart to make people think that there is a fire in a high rise.
I took my fury to Hilton on the day it happened and got a dumbfounded response. I felt unsettled. So I took it further. I wrote Hilton.
This is their response:
Hilton's Guest Assistance team have passed us your feedback from your recent stay at the Hilton London Metropole. Naturally, we are always concerned when a guest is given cause for complaint and I very much regret the disappointment you have expressed.
We conduct a weekly test of our fire alarm bells, in accordance with our Health & Safety obligations. These always take place on a Sunday afternoon and involve short bursts of our alarm bells, rather than one continous alarm, and are an opportunity for us to identify any faults in the system.
I was sorry to read that you were disturbed by the sound, although I must say that over the many years we have had this arrangement, we have received very few similar reports. We try our best to notify any guests who may be in the hotel at the time by placing signage in the lifts and other public areas of the hotel. I have, however, certainly taken your suggestions on board and will discuss the feasability of us infoming individual rooms with my team.
Thank you for taking the time to tell us about your experience. It is through such constructive feedback that we are best able to monitor the standards we are providing. I very much hope that we will have an opportunity to welcome you back to the Hilton London Metropole in the not too distant future and if I can be of further assistance in the meantime, please do contact me.
Yours sincerely,
Meredith Bevan
Director of Operations
Hilton London Metropole
Translation: Apparently I am the only person in the history of this over 1000s room hotel to be royally (appropriate considering the location) pissed off that I didn't get a better notice about a fire alarm. I find this really hard to believe but since I am the ONLY person to ever think this is ridiculous I must be loud about it.
So here is my review, London Hilton Metropole has potential to be a great hotel. However, they are large so large that they find the small things to personalize your stay impossible. Small things such as informing you that burning flames will not be charring your body, it is just a test. And when you are frustrated with such threats they will maybe consider what you said, maybe.
Don't stay at this hotel. Go to a smaller one that can tell its guests the safety schedule.
PS London Hilton Metropole, please if you ever change this policy to become more personalized please let me know so I can update my blog.