I stayed here for one night with my kids while my home was being renovated. I thought this place would be nice as its close to home & there is a pool for the kids to enjoy. All was well until I had to contact the front desk. I took a shower the morning of my checkout & surprise...NO HOT WATER! I contact the front desk & the girl said she'd send an engineer up. After the breakfast (very poor) I ask the front desk personnel if I have hot water in my room. She said she'll ask the engineer. She paged him & he said (exactly what I heard) "I don't know what the problem is & I can't fix the problem". I said what is going on? The manager, Justin got involved & I told him what I told the deal was. I was not going to bathe my kids in cold water. He immediately gave me an attitude & started to yell at me. In the lobby, in plain view of other guests & my children. He claimed I yelled. & I did not, my kids were with me. He comps me the room (he knew he was wrong). Asks if I want another room, I said no because I had to pack my room then unpack when I had to checkout in 2 hours? I go to my room & the engineer met me at the door. He said he was never told about the hot water, only the heat. Hence why my heat was on 80 degrees when I walked in. Hot water was fixed when he got there the second time, not finished though. I call corporate. This "manager" represents the hotel as the face of Hilton & he's going bask & forth with me, yelling? In front of other guests? What kind of guest relations is this? Customer service? Please. I check out & ask for my receipt, the girl at the front desk is STARING at me to the point to when I ask her what's the matter? She asked me why I wanted a receipt?! Because I want it & that's that! Se rolls her eyes at the door to the manager & he says he will call the police if I don't leave. What did I do? Maybe he was mad he was wrong & got caught lying, or maybe it's because I called corporate to complain about his superior service. He said corporate did call him & he didn't care, very smugly. He yelled at me again, in front of my kids & other guests. Then he asks why I checked in under a false name, what's it his business? I asked why his employee was staring at me as if to intimidate me...Or did she think I'm so gorgeous she insisted on dating me. I called corporate, again & this time the GENERAL MANAGER will get involved. These people are the forefront of the company, customer service is key. There are plenty of other hotels in the area that would love to have my business, minus the attitude. It's as if they were doing me the favor by staying there! Do not stay here, I recommend other properties without managers & staff that can handle customer relations, with a smile. All of this, because I had no hot water! Shame on HILTON MANAGEMENT!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
February 11, 2013
Dear Minnie M,
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One of the hotel's number one priorities is the safety and security of our employees, as is the integrity of our guest's experience. We also maintain the proper identification of our guests as being crucial in offering a secure environment for our guests and employees. I assure you that corrective action was taken when you had communicated your maintenance issue. The front desk agent and myself were personally involved, along with the engineer on duty. Engineering would like to personally apologize for any miscommunication that occurred during your stay. Hilton Worldwide, the General Manager, and all key managers of our hotel are aware of your situation and they will reach out to you if they feel the need to do so.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.