My Fiance & I stayed here for a romantic evening downtown. We chose the Hilton because of the good deal we received online & we have never stayed at one before, we thought it would be higher class since it's a Hilton name.
We approached the Front Desk at check in & we greeted the Front Desk girl Mallory. She said "Hi" & we stated we would like to check in. I think she may have been new since another associate was helping her (which is fine). We also had locked our keys in the car prior to checking in. As Mallory was checking us in, my Fiance told the gentleman helping her that we locked our keys in our car, to that he replied "Oh." We asked if there was a place that did lockouts & he replied with "Yeah." We then asked what the name of the place was & if they had a phone number. After an eye-roll & heavy sigh, the male associate gave us a number to call. After Mallory got us checked in, we were not informed of the hotel having a pool, the fact that we were upgraded & also charged for it (we wanted an upgrade, but it would've been nice to know we were charged for that & also told we had received it), she stated our room number out loud & then asked "anything else?" We didn't need anything so we proceeded to find the elevators without any navigation as to where they would be.
Our room was an average size room with a great view though. We got settled in & dealt with the lockout company over the phone. We decided to wander around the hotel seeing what amenities it had. We found the Executive Floor Lounge we were allowed to use. There wasn't any guidance as to what exactly this lounge was or what was going to be charged to your room/Credit Card. We decided on some Wine & a Beer & after finding out there was a cost, we told the Bartender to charge it to the room (since they already put a $50 hold on our Credit Card), which was actually not charged to the room, but in addition to that $50 hold. The drinks were decent, but the Bartender was very pushy trying to convince us to keep a tab open until 10PM, even when we were leaving the hotel for a few hours, we closed it out since we saw this as a red flag.
We went to the Parking Garage & in the area we were at there was alot of littler, possibly from people emptying their car trash. Our car wouldn't start, so we started working under the hood. About 20 minutes into our car repair, someone dressed as a maintenance person or security, (we had no idea since there wasn't any identification besides some abbreviated name on the shirt of his chest) came over to us & said "What's the deal here?!" We proceeded to explain our car troubles, with a reply from this man of "Oh, don't know what to tell ya'." He then walked away. My Fiance is a smoker & there wasn't anything posted about not smoking in the Parking Ramp, we looked around for quite awhile before we had checked out the next day. We messed around with our car later on after walking around the city a bit. The same Parking Ramp guy came up to us stating "I'm gonna have to ask you to rap this up here." We told him we didn't know what the issue was & if he had any tools or anything. He replied with "Nope." He then walked away. We were sitting in the front seat of our car with the doors open, he then approached again (about 5 minutes after the most recent appearance) & told my Fiance that he would have to "extinguish his smoking & that it's the city law that you can't smoke in a Parking Ramp." We aren't from around the area & the last we knew, you CAN smoke in your CAR. He threatened to call the police if we didn't stop smoking.
During the day of checkout, we were awakened at 7am to a sink being repaired in the room next door to us, saws & hammers mostly. We returned the keys to the Front Desk & waited around for the tow company to arrive. When we asked the Front Desk if we could leave the car for a few hours, they replied saying they will be charging us another $13 for parking (even though it wasn't overnight). There was gallon pictures of water for hotel guests to drink from, which were empty for over a half hour, while a bell hop, three Front Desk Agents & Valet stood around talking to eachother. We were not asked how our stay was, we were never greeted with a smile & were never told of amenities. At checkout, guests in front of us that were "Hilton Honors" Members, did receive smiles though & asked how their stay was.
When we got back home, I realized a piece of my jewelry was missing, I never should have set it down in the room. I called the hotel asking if any Housekeepers found anything. I was told by Mallory "Housekeeping has forwarded their calls. They'll call you back in 5 minutes." I never received a phone call. After working & managing multiple hotels, I know from personal experience & also being trained certain ways, that alot of hotels will tell you that someone will call the guest back, but in all actuality they toss whatever is left in the room or just keep it.
I've learned from this trip, to check out hotels online for reviews, to never assume something is great or up to a certain standard simply because it's a name brand & to never take off my Engagement Ring before showering in a hotel.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for your detailed response regarding your recent stay with us. I appreciate all of our guest feedback, and the details of your stay will help us as a training opportunity for our staff. I would like to sincerely apologize to you for your experience in regard to the service from some of our staff members. We have set a very high standard of service at our hotel, as you suggested, and expected from a Hilton. It sounds as if these service standards were not met completely during your stay. Rest assured that I have spoken directly to the department managers concerning your experience and the feedback that you have given. I am disappointed to hear that our staff was not more accommodating and helpful during a time that must have been stressful given the problems that you were having with your vehicle.
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I would also like to speak about your experience in the parking ramp. While the ramp is located under our hotel, it is not owned by the hotel or staffed with our team members. The ramp is owned by the city and is managed and staffed by a parking company. While there are smoking policies and laws in place, I do feel that the person you engaged with in the ramp could also have been more accommodating and helpful in your situation. I will also be expressing this to the management of the ramp.
I would be happy to discuss your experience further, and would like the opportunity to welcome you back to the hotel. Please call me directly in my office at 612.397.4801. I look forward to discussing this with your further.
John E. Luke
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.