We booked a room for 2 nights when our pup was having surgery at UF. We left after the first night because the hotel was horrible. The name "Hilton" is supposed to indicate the flagship of the corporation, and as an Honors member I can say that if this is what they think of their name maybe we will look further. Our stay....
...started when we arrived at about 10:00am. I realize that's a little early for our requested "early check-in" but wanted to let the desk know we were there and ask that they call my cell phone when a room was available since we had been up and on the road since 4:00am. The lady wouldn't take my number and told me I could just come back later. Thanks. Makes being a Hilton Honors member all the more special.
We then went to have breakfast in the dining room. Seated at a table with nothing (silverware, napkins, etc.) on it. Menus and coffee brought, still none of the above. The wife always like the breakfast buffet where, we were told, an omelet station would make whatever you wanted. After 3 trips, still nobody behind the "omelet station" so it was scrambled eggs from the steam tray. The cook and the waitress were basically disappearing acts. But she did stop by to drop the check off....half way through our meal.
The room. Probably the worst Hilton room I have ever seen. Filthy, stained carpet. Dorm-room furniture with mis-matching hardware. Room service menus stained with whatever, one dated 8/09 and one 9/10 and with different prices. Black scuff marks and chips on/in walls. Accumulated dust on furniture and in a/c vents. Dark mold in window and bath tub. And my personal favorite: the large pillow sitting on the armchair was actually sewn to the chair, so you actually had to sit so far forward that it was uncomfortable. What's next, padded walls and bolted-down furniture?
Even the elevators were filthy. One of them looked like someone had spilled some sort of dark sticky liquid in the corner and on the wall under the control panel. On our way down a housekeeper got on and stood right next to it, leaving without a word. From the looks of it, it had been there for a while (unless the liquid had the ability to grow a dust-like fuzz). The other elevators were only slightly better.
Finally the dining room/bar for dinner. We were told the dining room was reserved for a party that evening but could eat in the bar. Approximately 30 minutes later we noticed they were seating people in the dining room, obviously not a private party. We decided to play it safe and order hamburgers, which came on onion rolls (must have run out of hamburger buns and the like). And if you're any larger than the average-sized person I would recommend you avoid the low (as in LOW) chairs and tables in the bar area. Basically uncomfortable, with mediocre food.
When we checked out a day early the same lady at the desk did not even ask why we were cutting our stay short. Maybe she got distracted taking a private call and chatting on her cell phone, or has seen people usually leave early.
This Hilton property has major problems in basic hotel management and upkeep. These weren't small things that one might excuse as a once-in-a-while mistake or oversight. They speak to basic rules for cleanliness, attitude, and upkeep. Totally unacceptable.
If you're looking for a good room, try somewhere else.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
November 13, 2012
Good evening JimMcC,
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My name is Jason Keltz and I am the Front Office Manager at the Hilton University of Florida Conference Center and Hotel. When I read your feedback my stomach turned because we do take pride in ensuring that all of our guests are taken care of and based on your feedback we dropped the ball in multiple areas.
I have personally spoken to all of the Front Desk agents and retrained them that if a room is not ready we need to take down a phone number and rush the room so that way your wait time is not long, no one should have ever told you to check back later. I also shared your comments with every manager in the building and with every team member in the building as well.
What you expierenced with us from the time you walked into the hotel, to going to the dining room, and up to your room is something we never want any of our guests to expierence and I can assure you that we will use your feedback as a training lesson so that way this never happens again.
I want to more importantly thank you for your comments and sharing them with us so we can improve on what needed to be improved on. I hope that you will consider us again in the future and we can show what you expeirenced is not the norm.
I will like to discuss this with you some more if you would like. I can be reached at 352-371-3600 ext. 1216 or emailed at firstname.lastname@example.org. I want to make this right for you and your wife.
At your service,
Front Office Manager
Hilton University of Florida Conference Center and Hotel
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.