We are here for a hockey team trip and were required to pick a hotel from the tournament listing. Have stayed at this Hilton 2 years ago for the same reason - and BOY has this place gone DOWN HILL! Checked in on Thursday night after 1 am when we arrived from the west coast. A/C in the room set to 50* but the room never cooled below 69 degrees. In the morning (Friday) I called the front desk to get someone to look at the air, and left for the day with the hockey team. Nothing was left in my room indicating that anyone was in there to fix the air, and when I returned in the evening the air was still broken. I then went to the desk where a unconcerned night desk clerk sent the security guard up to my room. Didn't explain that maintenance was gone for the night, and the security guard pushing a few buttons - deemed it fixed. Offered to move my room, but it was already midnight - yeah, that's an option. 3rd try at the desk on Saturday on my way out of the hotel I was told maintenance would be up to fix. Arrived back at 10:20 pm to find my room even hotter than when I left. A card on the table indicated that maintenance had been there at 5:15 while I was gone and fixed the unit. This is a comedy of errors! I went back down stairs to find the same unhelpful desk clerk - that thought my entire plight was funny AND the night clerk from the night before that also was very unconcerned. Her reply was, "Well, I offered to move you last night - and now we are sold out..." Now at 11 pm, the maintenance man indicated that the unit is UNFIXABLE until the room is empty. Wow.
The Bartender is amazingly RUDE. None of our parents want to even sit in the bar at this point, especially being charged $17 for 1 margarita.
I love the lack of customer service. That is what bothers me the most.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
We are sorry that you had a disappointing experience during your stay with us. At Hilton, we always aim to ensure every guest feels cared for, valued and respected and we regret this was not your experience. Your feedback will help us to better deliver this brand promise moving forward. Guest satisfaction is very important to us and we try hard to make sure all of our guests have a rewarding stay. Thank you again for your feedback and we hope you will consider staying with us again so we may better demonstrate our commitment to your satisfaction. If we may be of any additional assistance, please do not hesitate to contact our offices directly.
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