I've been unfortunate to have one of the worst hotel experiences in my travels here - and certainly the worst experience I've had at a HIlton property.
-- The city view room offered a nice view of the city and the opportunity to watch flights landing
-- The hotel didn't charge me for the room after the awful experience
-- Hotel was experiencing power outages but discouraged me from changing rooms. We didn't have power in the room for almost 1 hour. Mind you, this was one of the hotter days of the year so far, so no power meant no air conditioning. We were traveling with a 6 week old infant.
-- Air conditioning failed twice. While cold air was coming from the unit, it wasn't able to cool the room down. Unit was set for 67 degrees, but the room temperature was showing at 75+. Normally may not have been an issue, but with an infant it was.
-- Lack of hot water in the middle of the night. Engineering came to fix it, but the problem seem to disappear. Not sure what was going on. We were told that the hotel was full and that may be the cause of the problem, however this seemed to be suspect as it was 3am when we were trying to get the water.
-- Calls to the front desk didn't seem to resolve any issues. I'm not normally a complainer and don't tend to ask for "compensation," but I grew increasingly frustrated especially as the room's conditions contributed to my baby's discomfort. The staff seemed to be on-edge and come into my room with an attitude. I was simply asking for what I had reserved - a functioning room.
-- Even though I asked, parking wasn't loaded onto my room key. When I tried to leave the garage, the gate wouldn't open. When I pressed the attendant button, no one answered for 10 minutes. We had to back out of the exit and go back to the front desk to have the situation resolved.
-- When I initially asked to have my room changed, I was discouraged. However, after the host of problems, I was continually asked if I was willing to switch rooms. Given that we had spread out, changing rooms at this point was inconvenient and problematic. Not sure why I was continually asked if I wanted to do this. if they Staff knew that the room was a problem, they should have just told me that changing rooms was the only option and let me deal with it then.
Honestly, when I was having one of the my frequent visits to the front desk, I heard other customers compliment the Staff. So, not everyone has had a miserable experience. I wish I was one of them... We ended up leaving early and moved to another property where we had a great experience. I will definitely avoid this property.
If you must stay here, book a room with city view. While the view of the city isn't breathtakin...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for your review. I am very sorry that you had a disappointing stay experience. I appreciate you mentioning the positive aspects of your stay and glad the staff took off the room charges due to the challenges you experienced.
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I can understand why having the power go out was frustrating. The power going out was due to a leak that unfortunately shorted out some circuits. We were trying to hold off on transferring rooms until we had an estimated time of repair and also many rooms were affected. The last thing we would want to do is move you and then have the power go out in that room too. Again, I can understand why this was upsetting to you and apologize that you had this experience. While power outages do happen at all hotels/homes, clearly the power going out is not a typical occurrence and one we do not expect to be repeated for quite some time.
My apologies that the air conditioning unit was not cooling the room to the set temperature. I am sure this was a frustrating experience for you and again I am sorry.
That is strange that you would not have hot water and then the problem was resolved on its own. You are correct, 3am is not a time many people would be using the water. I am unsure if this was related to the leak repair as I do know the water in certain areas of the hotel had to be turned off at some points. I am glad the lack of hot water corrected itself, but sorry you had a challenge in getting hot water when you first tried.
While the staff was tested this weekend due to the challenges the leak caused, that should not have been apparent to you. I am sorry they did not display their normal upbeat positive attitude with a smile that they usually do. You are correct again that you have every right to ask for what you expected. We request our guests let us know when something needs to be corrected and regardless of the challenges, we should be thankful when they do. My apologies that you perceived the staff to have a negative attitude.
I am sure on top of everything else, the key not working to exit the garage was very irritating. I am unsure why the attendant did not respond, but will let the director of the company that runs the parking garage know so he can follow up on this. I am sorry for this challenge.
As I mentioned, we were trying to have the leak/power challenge assessed prior to changing rooms to avoid further frustrations. However, when you did have other challenges in the room we wanted to offer you a different room to help improve your experience. I can understand why you did not want to change as it is a hassle to move rooms. We sincerely felt that if did change rooms you would be much happier.
I really appreciate you mentioning that other guests were complimenting the staff and we feel so bad that we let you down. Challenges do pop up from time to time, but it is so unusual for one family to have so many. I will reach out to you to try and make this right as we do not want to be remembered by you as offering your worst Hilton experience. I am very confident that if given another opportunity that you would leave here with a much improved perception of the hotel and staff. I do hope readers of this review will read the many other reviews to know this guest experience is not the norm.
Thank you for your review and for choosing to stay with us. As always, I invite anyone reading my responses to contact me anytime.
Happy travels -
Kevin B. Feldman
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.