This location of this hotel is excellent for a stopover, and the lobby is gleaming clean and overall the facility looks spectacular. I am an HHonors member and had a guaranteed reservation for a room with two twin beds. AS I was traveling with my preteen son, this seemed like a good choice. We arrive at 23:00 hoursand we were given a room with one double and a pull out sofa...as I have NEVER encountered a problem at Hilton chain hotel before did not have a paper copy of my confirmation. I mentioned to the staff that my reservation was for two twin beds, they said it was not like that on their system (mistake number one: lied to customer) and even if I wanted that room they had no more left. They asked if it was alright that I have a room with a double bed. I expressed it was not but what choice did I have at such an hour with a young son beside me. the one clerk said that if I could produce a paper copy of reservation they would include a complimentary breakfast ( second mistake: offering something of no value to a customer with an early morning flight). Once in my room I connected to internet found my reservation ( as I was now doubting my self) and it confirmed the two twin beds. I called the front desk and told him I had found my reservation, to which he said nothing and offered nothing and actually admitted that their system already told them that I had reserved a two twin bed room! ( mistake three: caught in lie). Clerk could not have cared less, very poorly trained. We both had a very poor night of sleep, my son due to the sleeper sofa and me due to the conflict. In morning once I showed them my reservation online they were most apologetic and my room rate was adjusted. It was not worth the aggravation. very disappointing and did not live up to the 100 percent guarantee they have as motto.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
January 23, 2012
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Thank you for providing your feedback on your recent stay and especially for your kind comment on the hotel being excellent for stopovers and for your great comment on the cleanliness.
I am truly sorry we did not provide you with a twin room and that we provided you with a queen room and sofa sleeper instead. I have discussed the occurences, including your room allocation, with our reception team. Unfortuantely our service recovery action was not prompt enough. ALBERTATRAVELLOVERS, I do hope that this rare occurence does not stop you from returning to our hotel, we certainly do hope to welcome you back on a future occassion.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.