This is an odd place. It's been here forever, it seems, and is a sort of "old standby" as a place to stay and hold events in this area. On the other hand, the layout is odd and the rooms really aren't anything special. I've stayed here a number of times over the years, but only because the location makes it a decent place to hold events. Otherwise, I'd never consider staying the night here.
On top of that, there's a certain rigidity and negativity about this place. The only people my group encountered here who DIDN'T immediately respond to a question or request with some variation of the word "no" were the bellmen/van drivers. They were great. On the other hand, the front desk people must go through weeks of training about how to say "no" in 1,500 different ways before they let them work there. It practically came across as a reflexive response to any question.
On this trip, it started with the check-in person giving me quite a lot of attitude because THEY had misspelled my first name. She seemed to be accusing me of "faking" a reservation. I won't go into all the rest of the details, but there were also issues in trying to retrieve boxes that our group had shipped to the hotel for our event. When asked if we could get a shuttle to a restaurant 2.5 miles away, the front desk responded, "Well, that's outside of our normal perimeter range, but maybe we could do it" (c'mon... the airport's considerably farther than 2.5 miles and the van driver told us this restaurant was "really close" and he'd be happy to take us!).
When asked if a small fridge could be brought to a room (something that the van driver told us was possible), the conversation went like this:
Front Desk: "Sorry, only the suites have refrigerators."
Me: "Yes, but I'm in a suite."
Front Desk: "Oh, well the suites in the old building don't have them for electrical reasons."
Me: "Yes, but is it possible to have one brought to the room just for one day?"
Front Desk: "Well, we only have a few and they're probably all being used."
Me: "Well, would you mind checking just in case one might be available."
Front Desk: (after a wait) "Yes, we can have one brought to your suite."
The final thing that showed the rigidity that comes across as a real lack of customer service... we had a group of 8 of us who were holding a meeting until 10:00 a.m. and needed to go to the airport at 10:30 to catch a flight. Despite that fact that our group of 8 would fill a van, they were unwilling to go at 10:30 ("sorry, we're only allowed to go to the airport ON the hour, so it will have to be 11:00"). REALLY?! 11:00 put us on a tight schedule for catching our flight. And this is for a group that probably spent something like $5,000 on catering and rooms here in an 18-hour period.
All this sort of gives one the strong impression that they neither want nor need our business and I'll actually be pretty happy to take it elsewhere. Time to dump this one, Hilton!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
September 12, 2012
Thank you for taking the time to comment regarding your previous visit. I certainly must apologize for the lack of service you described as we did not meet your expectations on this occasion.
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As this is not typical of the service we are known for your comments and observations will be discussed with the appropriate team members for review and proper communication.
Regarding refrigerator requests and shuttle availability we do all we can to accomodate specific needs and I must apologize that were not able to accomodate yours in this case and did not show the proper amount of flexibiltiy with helping you with your transportation.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.