The staff has to be greatly improved in terms of training.
This is not looking like a staff for a 4 star hotel in London, very sorry about that. The best example is at the arrival and asking the Concierge of some recommendations of where to go and visit the attractions of London.
Answer was just, you find yourselves here, the Underground is there, pointed on the map and then nothing else. Nothing of, for example, I will recommend to use the Underground buying these tickets, or I would recommend this route on foot, or I would recommend this restaurants (or Hilton restaurant at least) ...
Another poorly staff experience, coming to the conclusion that the staff needs a better training.
I have asked the desk clerk if I need to pre-order a cab while our flight is very early in the morning and we need to leave at 4 AM in the morning. They have said that is no worry, while somebody is always available in the morning and somebody from Concierge will order for us in the morning. Surprise, the Concierge had difficulties to get any cab at that hour and said we should have pre-ordered, while cabs at that particular time is hard to get. Was staying in the lobby for 25 min until a cab arrived. Luckily we caught our flight in time.