I just returned from a three night stay at the Hilton.
The Hotel looks nice, updated and clean upon arrival, unfortunately the rest of my stay was not at up to the "superior" rating the Hilton hotel is advertised to be. The staff doesn't make an effort to greet or welcome you or have any kind of friendly manner. Everyone is straight faced and matter of fact, not the service you expect at all. The check in line is very long, when it was finally my turn there was not one bit of welcoming behavior. I would expect to hear something like, "I hope you enjoy your stay with us and if there is anything I can do to further help you during your stay please let us know"..but nope, nothing, just matter of fact. Customer service is very important no matter what and the Hilton was desperately lacking.
I walked around this incredibly large over crowed airport like Hotel several times with my daughter; we were trying to familiarize ourselves with where everything was located because no one offered any information. While we were wandering about, not one staff member asked us if we needed any help or how we were doing. I actually stood in front of the concierge desk twice. I politely stood at a distance because he was on a customer service phone call. I waited and I waited but he never looked up to acknowledge. I walked away for a few minutes, then I saw that he was off the phone, so I hurried back over but just as I arrived at the desk he picked up the phone again!!! He never looked up! I called the hotel operators for a few different reasons- the water in this hotel is disgusting. It looks like a glass of non fat milk when you fill a cup up from the faucet, its awful and so concerning. Maybe there isn't any harm in this water "fog" but its not acceptable! The operator said that it is her understanding that the engineering department says it is from bubbles, air bubbles that just need to settle. She sent me 2 bottles of Hilton water for free but it was warm and they should offer more bottles for free if they are going to have such disgusting looking water and there are no refrigerators in the rooms, Yes they charge you somewhere around $30 for a refrigerator! Oh my.
I was assigned a nice big corner room which was supposed to be a Disney View room. One window was completely parking lot and overlooked another Hotel and the other window was completely blocked off to the left by the side of the Hilton tower and then I guess the Disney view was supposed to be the squinty sight of the Tower of Terror and the back side wall of Radiator Springs. To advertise that as a "Disney View" is pretty darn far fetched. Disappointing. My room was also connecting with another room- a customer should really be told that they are going to stay in a connecting room! There is almost no privacy. We could hear the people word for word next door, just as if we were all "sharing" a room! No thanks. I asked if we could change rooms later on because we were going to Disneyland for the day anyway, I was told I could change rooms, no problem. I was told I might get a different type of view or two queens instead of one king, but that yes, I could change rooms later on no problem. Well, when I called later on that night to change rooms they said NO. They said that they were completely booked and that I could not have another room! The staff phone service is lacking, their tone is obviously annoyed.
The room had very low ceilings, the bathroom tile grout looked filthy, the sink faucet had mildew looking stains around it and inside, the walls are scuffed and dirty, the shower water is either freezing or scorching, there was no mirror in the bedroom area only on the back of the bathroom door. The hallways in the hotel are very long and easily confusing, there is a complete lack of decor and ambiance, there are no mirrors or pictures and the carpets need cleaning. The hotel needs another set of elevators too, the elevators are extremely insufficient for the amount of people at this hotel. There were times in took me near 10 minutes to get up to my room or down to the lobby.
Overall the service in this hotel is in dire need of proper customer service training and additional staff to help accommodate. The guest rooms and guest amenities desperately need detailed attention. The Hilton is in a wonderful location to Disneyland and I think it is a nice walk, the bell services were helpful with luggage, calling for a Taxi and opening doors- that was appreciated.
This Hotel completely lacks any space for relaxation and enjoyment. I was very very disappointed.
This Hotel is very close to Disneyland and it is a nice walk. The bell service outside the hotel is attentive to calling for a car and opening doors, That was very nice and appreciated.
I would not recommend staying here though. I was so frustrated and disappointed, no relaxation at all. We spent our last few hours (before our ride came) at the Marriott Hotel directly across the street; the lounge was peaceful and the staff was so friendly and welcoming. We had a lovely lunch under umbrella and sunshine on their lounge bar patio, it was the most relaxed few hours of my entire trip.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
March 28, 2013
Report response as inappropriate
Thank you for your review. We honestly can't apologize enough for having such an unpleasant experience at our property during your recent stay. We have shared your review with the team and on behalf of our entire operation, we'd like to extend our sincerest apologies. All of your comments are extremely valid and have been noted so that we can eliminate all of them from happening again.
We sincerely hope you're able to visit us again in the future so we can erase this memory and create much more positive ones.
All the best,
Guest Satisfaction Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.