I wanted to share my deep disappointment with my recent stay. After a 14-hour flight, I specifically confirmed with the front desk that the AC in my room (519) was working, as all I needed was a good rest. I was assured it was, but on arrival, neither the AC nor the TV functioned, and the room was unbearably hot. I called reception and was told someone would come, but after 15 minutes with no response, I went downstairs and spoke to the same staff member who had confirmed everything was fine. She then handed me keys to a new room 593 all the was to the end of hotel.
The second room was marginally better—the TV worked—but the heat remained overwhelming. Hoping it would cool down eventually, we tried to sleep, but after 2.5 to 3 hours, it was still far too hot. I called again ( 1am)and was told a fan would be sent. After waiting with no sign of it, I stepped out and encountered a staff member carrying one. She kindly gave it to me and I expressed my extreme dissatisfaction to her, but the room remained uncomfortable. At 5am, I resorted to getting ice and placing it in front of the fan.
This experience was truly exhausting especially after a long-haul flight and not what I expected from a Hilton property. No follow-up, no apology, no acknowledgement from management. It’s really disheartening, and I hope this feedback is taken seriously. This stay fell well short of the standards I’ve come to associate with your brand.