I had to grab an early flight from the misleadingly named Hilton T5 (which is not at Heathrow Terminal 5) so I booked a Hoppa ticket from the hotel reception. The bus did no turn up. The receptionist was surprised as she said that they normally get a notification when this happens; the next bus was on the way, she was told when she called Hoppa. The next bus failed to arrive also (I understood from my follow up claim with Hotel Hoppa that it did arrive. but late). Having waited around for over half an hour, I decided to take a taxi. When I went to claim for the taxi fare, hotel Hoppa first asked for my receipt, but then came back saying that they never refunded taxi bills - which seemed like a bizarre change of heart. Overall a rather depressing experience. I will also add that the bus are pretty horrible. I think hens and chickens are driven in nicer trucks yet for the price we're paying... In conclusion: just avoid this service if you can - it's not the end of the world but it's just not worth it.