4/10 Regular
21 de julio de 2025
Unacceptable to say the least
We arrived 2 hours after we were told we could check in. Linens were backed up so we were told it would be a while before we could check in and that they would call us. 2 more hours go by and no call, so I check in with the desk. They tell me our "room is ready" give me keys. I go up to the room after having to park 4 blocks away and walk in the rain to find there someone already in the room we booked. We WALKED IN ON A COUPLE IN THEIR ROOM! Not ok! Back down to the front desk where I'm pushed off over and over until I demanded an update on when I would finally get to check into the room I already paid for! Finally they put us in a room completely different than we booked and we checked in somewhere around 9:00 PM. I am beyond upset at the lack of communication and the way things were handled by the front desk. I am a very calm and easy going person who understands things happen! The men at the desk were very overwhelmed and the hotel was very understaffed. There was excuse after excuse to issues that should/could be fixed by proper management and customer service. We are all held to certain standards at our places of employment and this hotel should be no exception. I hope that I am contacted directly to for at least an apology, however by expectations of the Hilton brand are now much lower than before.
Katlynn
Katlynn, viaje de 1 noche
Opinión verificada de un huésped de Hoteles.com
