My husband and I decided to book this hotel for NYE. Granted, the booking was last minute, but when we arrived at the hotel, the entrance was blocked off by cones and we could not get on the property to check in. There were several things going on in the area, so there was no where to park and walk up to check in. We had to keep driving around the block to try to find someone to speak with. Finally, after four trips around the block, I called the hotel, only to be told the parking garage was full, due to renting the spaces out to the general public and I would have to park in a lot down the street and walk up, luggage and all. By the time we finally got checked in, it was after 11:00 pm. During all of this, I asked to speak with a manager and was put through to the valet parking manager. Not exactly the person I was looking for. He was extremely rude and told me he was in charge, there was no manager on duty. I went inside to the front desk, and immediately found a manager on duty. I requested to just have my reservation canceled, as I was not comfortable parking my car off site. This was not going to happen. The manager did find a place for me to leave my car and told me once the non guest left, my car would be moved to the parking garage. Great! Except, when I picked my car up the next day, some sticky substance had been poured all over it. Since there was no time to get ready and go out to the function we were going to attend, we decided to order food in and just forget about going out. Which is why we were even there in the first place. We get our food, and the fire alarm sounds. We were evacuated from our room and did not get back in until almost 4:00 am. The room keys for each room would not work. They had one key for the entire property. Mind you, it's New Years Eve and people are returning, let's say "feeling no pain", but getting very angry at not being allowed to enter there rooms. This place broke into pandemonium! I'm talking very scary pandemonium! I thought people were going to riot! The staff did nothing to control the situation. Things were being thrown off the top balconies to the ground floor, people were screaming as if being attacked, it was insane! When they finally got to our floor to let us in our room, I went inside and locked myself in the second room, scared to death. I would have left, but could not find my car. This went on, these blood curdling screams, people kicking doors, things being thrown from balconies into the atrium, until day light. I called down several times to find out when the police would be arriving, only to be told they were there. I did not see them and I had a good view of the atrium floor from my room. And, if they were there, why were these people not being removed from the property? I'll tell you, I was terrified the place would be set on fire for real and the fire alarm continued to go off throughout the night, until the morning hours. Everyone, from the GM to the staff on duty should not have a job today. I managed hotels for several years and would have been there, on site, making sure every unruly individual was removed and would have had the best IT support I could find onsite to fix the computer glitches that were causing the room keys not to work and the fire alarm to continually sound. So, due to not being able to get on the property, we missed what we had planned for NYE. By the time four hours had gone by and I we were allowed to enter our room, the food we had ordered was ice cold. Then, I had to huddle in the bedroom, behind two locked doors, scared out of my wits. THEN THEY HAD THE NERVE TO CHARGE MY CARD $340.00!!!!!! After I had been told this would not happen. I am a Hilton Honors member, but there is no honor for me, in this property. UNBELIEVABLE!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.