Front Desk Manager @ Hilton Tower of London
DoubleTree by Hilton Tower of London digitalised its parking – freeing up time, space, and peace of mind.
It’s early morning in the lobby of DoubleTree by Hilton Tower of London. Guests are checking out, suitcases roll across the polished floor, and behind the reception desk stands Harmeet Kaur, Front Desk Manager. She has worked in the hotel’s reception since 2019 and, over the years, has seen thousands of guests come and go – and just as many cars trying to find a spot in the underground car park.
“Before, parking was a constant source of stress – for both guests and the front desk team,” she recalls.
“Guests paid at check-in, we wrote receipts by hand and had to reconcile everything at the end of the day. It was time-consuming, caused queues, and mistakes happened all the time.”
Magnus Kleist from Pair nods knowingly. When he first visited DoubleTree Tower of London a few years ago, he noticed something familiar behind the reception desk – a paper sheet filled with registration numbers and car models, neatly written out in columns.
Standing behind the counter that day was Grace Eyles, then Front Desk Manager. She explained how their parking system worked – how guests paid at check-in, how receipts were logged, and how the team kept track manually.
“It was like looking at our own system – only on paper,” Magnus says.
“The setup was actually quite clever, but it was all done manually. I could immediately see how much time they’d save – and how many small errors would disappear – if the process was digitalised. So I arranged a meeting with the hotel’s head of concierge, and that was the start of it.”
From manual to digital
When the hotel introduced Pair’s digital parking solution, daily routines changed overnight. Guests can now pre-book a parking space when reserving their room, or simply drive in using a QR code. Payment and registration happen automatically.
“Since introducing Pair’s solution, the entire parking journey has become effortless for our guests,” says Harmeet.
“They can pre-book a space when reserving their room, or use the QR code. It’s taken away the hassle of registration and payment at check-in, saving time and creating a calmer, more welcoming arrival.”
Less administration, more hospitality
For the front desk team, the difference has been tangible. The manual steps are gone – no more paper receipts, no daily reconciliations, no lost payments. Everything runs automatically through Pair, fully integrated with guest profiles.
“It’s made a huge difference for our front desk team,” Harmeet continues.
“Before, parking was handled manually – guests would pay at reception, and the team had to manage receipts and reconcile payments daily. Now, everything runs automatically through Pair, linked to guest profiles. It’s freed up time and headspace for what really matters: genuine hospitality.”
Guests notice the difference
The impact on guest satisfaction was immediate. Complaints about parking have virtually disappeared, and online reviews now frequently mention how easy it is to park and check in. The hotel has even embedded the Pair Booking link directly into its welcome emails and website, making it simple for guests to pre-book parking ahead of arrival.
“Guest feedback around arrival and parking has improved noticeably,” says Harmeet.
“Many guests comment on how simple it is to pre-book parking and how smooth the entry and exit are. We’ve even seen online reviews highlighting how easy the arrival feels – and the parking-related complaints we used to get have practically vanished.”
Higher revenues and sustainable operations
Beyond saving time, the system has proved to be a profitable investment. Since introducing Pair’s solution, the hotel has seen a steady rise in parking revenue – reaching the highest levels recorded since 2019.
After launching Pair Booking, Hilton’s team analysed parking P&L data going back to that year and confirmed they had never seen stronger figures. Between April and September 2025, parking revenues increased by 27.2% compared with the same period in 2024, with August setting an all-time record – up 59% from the previous year.
Automation has also closed every payment gap, ensuring full consistency and control over every transaction.
Automation has also closed every payment gap, ensuring full consistency and control over every transaction. The solution fits seamlessly into Hilton’s global sustainability programme, Travel with Purpose. It is completely ticketless and paper-free, helping to reduce waste. EV charging has not yet been installed at the hotel but is already planned in collaboration with Pair.
“The partnership with Pair fits perfectly with Hilton’s commitment to seamless service and sustainability,” Harmeet explains.
“The ticketless, paper-free system reduces waste, and the integrated EV charging supports Hilton’s Travel with Purpose and net-zero goals. It’s a great example of how smart technology can deliver both efficiency and a better guest experience.”
A smoother everyday operation
For DoubleTree Tower of London, the parking system has become a quiet but essential part of the daily operation. It simply runs – and that’s the point. The reception is calmer, the guests are happier, and the numbers speak for themselves.
“It’s when no one’s thinking about parking anymore that you know it’s working,” Harmeet says with a smile.
For further information about the project, please contact Josh Stafford at Pair
+44 788-753 01 41
josh.stafford@pairparking.com
About DoubleTree by Hilton Tower of London
Located in the heart of London’s historic Tower Hill district, DoubleTree by Hilton Tower of London combines modern comfort with iconic views of the city skyline. The hotel features 583 guest rooms and suites, a 24-hour fitness centre, flexible meeting and event spaces, and the popular Savage Garden rooftop bar with panoramic views of the Tower of London and the River Thames.
Its central location attracts both business and leisure travellers, with Tower Hill Underground Station just minutes away. Secure on-site parking and easy access to London City Airport make it a convenient base for guests arriving by car or plane.
As part of the Hilton portfolio, the hotel follows the group’s global Travel with Purpose programme, focused on reducing environmental impact and enhancing the guest experience through innovation and responsible operations.
Address: 7 Pepys Street, London EC3N 4AF, United Kingdom
Phone: +44 (0)20 7709 1000
Website: www.hilton.com/doubletree-tower-london