So, I'm actually in the hotel room as I type this. We have had quite an experience so far here at the Hilton Garden Inn. First, the facts: The hotel is not in downtown or an urban setting but there is a starbucks, an outdoor mall of sorts (gap, banana republic, etc.) barnes and noble, a couple of restaurants and a kroger very near by. The hotel is quite clean and feels very new. We are here for the Derby (as my mother in law in an honorary Kentucky Colonel) and this place, like every other hotel, is mobbed.
Our story begins like any other: check in, get to our room toss our stuff down and then head out for dinner. We get back around 10:30pm and go to the room. But the key doesn't work. So, head down stairs for a new key. Nope, doesn't work either. No problem, the front desk person calls maintenance. He comes up to the room with some gadgets, plugs them in and nope, still nothing. At this point, about a half hour has passed. We decide to go downstairs and wait. There appears to be some issue with getting our doors open. At least two people from outside the hotel are called in. The front desk staff, including the manager who had been there, we're told, since 8:30 am (Kim) stays with this issue until resolution is reached at 2am. The four of us were strewn all over the lobby, passed out, waiting to get to our room. Throughout the 3 and a half hour ordeal, the folks that worked the desk (Mandy) came by and gave us periodic updates and possible plans to get us in our room (put a ladder up to the thirdfloor and break in through a window, drill the lock out, I don't know what else). So, to recap, it took 3.5 hours but we finally got in. Granted, there was no door handle on the outside but who cares, the deadbolt worked. And being Derby weekend, the hotel was booked solid so switching was not an option.
The Hilton Garden Inn stepped up there A game by offering us to grab snacks from the pantry (which, I promise, kept four women from getting REALLY grumpy) so we could get some chocolate fixes during out extended wait. There is discussion of the room being comped for a night or two and they also offered to buy us dinner at a nearby restaurant.
So, this morning I woke up and tried the door handle: nope. I called down, Kim the manager answers "Hey. We can't get out" and about 1 minute later i look out the peephole and she and one of the maintenance people are working to get us out. Which they did. Greg delivered a new assembly and installed it while we left for the day. The staff did a more than extraordinary job of dealing with this issue.
I'm a loyal Hilton Honors Gold member and have been for some time. I stayed at Marriott Thursday night and liked it so much I declared I was switching loyalties. But this morning, I reneged on that declaration and have decided to stay Hilton loyal because of the staff here at this Hilton.