My daughters hockey team stayed six nights in this hotel during a week long tournament. There were several other teams there as well. All was fine until the weekend when at least four birthday parties showed up. Though there was a limit of six to a room, there were probably 20 people in each..large families, loud kids, pushing all the elevator buttons, riding up and down in wet bathing suits, massive groups eating at the free cocktail hour. They were very loud and disruptive and though there was security there the staff couldn't stay on top of the mess and chaos.
No one on our group complained even though it felt like the hotel had been descended upon UNTIL we asked for a late check out on our sixth day ( we had spent $1000) because we wanted our girls to be able to shower after their last game and before hopping on a five hour plane ride. The front desk was adamant and we also spoke to the manager and suggested he give us just a few rooms late check out so the girls could shower (our group probably had 18) and the only thing he would do was charge us for a half day. Really bad customer service. I won't stay at a Hilton for awhile...r
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
April 22, 2013
I am very sorry we were not able to provide you with the quality of services you deserve. This is not typical of our hotel and staff, and we are sorry we let the ball drop. We are always looking for ways to improve our guest experience. Your satisfaction is very important to us and we try hard to make sure all of our guests have a rewarding stay and that we better assist with special requests. Thank you again for your feedback and we hope you will consider giving us another chance.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.