DoubleTree by Hilton Coventry Building Society Arena

Kenneth and Mini both amazing, helping us check in late at night. Please pass on my thanks to them both, small acts of kindness make all the difference to tired travellers.

I am updating this review following my recent stay to reflect the management's response and our overall experience. Upon check-in, staff seemed far more interested in chatting with each other than attending to guests. My Diamond status was completely unacknowledged. No room upgrade was offered or mentioned- which, while understandable if the hotel was fully booked, sets the tone when combined with zero recognition. To make matters worse, I witnessed non-members next to me being offered free parking. Parking here is £10/night and horribly signposted, but when I politely asked reception to clarify if an error was made, I was told non-members get free parking as a sign-up perk, but paying Diamond members don't because "there are too many" status members to offer it to. It is insulting to treat top-tier loyalty as a burden while prioritizing non-members. No offer was made to “Make It Right”, which leads me to believe that staff training is not up to par. I’ve stayed in Hilton’s all over the world and have not felt this disappointed in the service given. While not an official perk, standard extra touches like welcome drink vouchers were non-existent, and the staff's general apathy made it clear customer care is not a priority. Back to the room, the hotel has a very bizarre, chaotic feeling. Construction was everywhere with loud noises echoing through the corridors. Exits were blocked, and several room doors along the hallway were left wide open and ajar as we walked past (including my own!). The corridors are very long and it can take a while to get to your room. The digital key repeatedly stopped working, forcing extra trips back to reception. Inside, while the Queen Guest room is spacious, room sizes across the property seem wildly inconsistent, with noticeable wear and tear (especially in the bathroom). There is no desk- so do not consider staying here on a business trip- and the non-smart TV is an annoying oversight for a modern hotel. You don't reach Diamond status without spending a significant amount of money and time with Hilton, and you expect a basic standard of safety, service, and respect. For a property under this brand, the experience so far has been unacceptable. EDIT: Following my stay, the General Manager reached out directly to address my feedback. Management acknowledged the breakdown in service at check-in, the digital key failures, and the corridor issues, taking full responsibility and offering a generous resolution. I appreciate the manager taking these concerns seriously and making things right. I would also like to add a quick note on the breakfast: despite reading other reviews describing it as crowded, my experience on a matchday was surprisingly pleasant. The breakfast itself was up to standard with a great variety of food, and I particularly appreciated practical touches like sensible-sized juice glasses so you didn't have to keep getting up for refills.

The rooms are spacious but dingy looking, with comfortable beds and good facilities. The bathrooms look tired and would benefit from a major refurbishment (leaky shower cubicle, mould on sealants, small sinks leading to over splash and lack of clear shelving/vanity surface). Some of the unlit corridors often do not light up until at least 10 steps in making arrival feel strange. Key cards stop working randomly. Cleaning and reception staff have all been helpful and very polite. The breakfast bar (Antidote) was well stocked - the pastries were delicious but the coffee was bitter. The non veg fare was disappointing- delicious vegan sausages are accessible for all, but we’re not available. Marie and Marianne were exceptional and made our family feel welcome and accommodated any special needs - we were staying as a family of seven including grandparents in their 90s. We arrived just as breakfast was closing (due to inadequate notice of exceptional early closure for a match). Both ladies were kind and apologetic while diligently and cheerfully clearing the tables. Management, the younger breakfast staff (who were also helpful) and bar staff are fortunate to have these senior ladies supporting them with executive thinking and a holistic approach especially to families. Finally thanks to Brad at reception for his clear and helpful communication.