We are loyal Diamond Hilton Honors members, and feel that the Hilton brand of Hotels is a leader in world wide travel and meets our travel needs very well. One of the reasons we spend most of our hotel dollars at Hiltons is to maintain our Diamond level in order to earn perks such as upgraded rooms and concierge privileges. Around the country the lounges are comfortable and nicely appointed rooms on an upper "Club" level floor, typically with sweeping views of whatever that particular city has to offer. We have been staying at the downtown Hilton Knoxville for decades, several times a year for football weekends and have always enjoyed relaxing in the 18th floor lounge with a beautiful panoramic view of the river, the city and the stadium - away from the zoo going on down in the lobby. So.... we show up last weekend to find that you have moved the "lounge" into a cramped space right off the lobby, with no windows, a few tables and chairs crunched up and a few TV's hung up on the wall. So what gives!? The room is fine if we were at a Hampton Inn having their free continental breakfast. But I expect an upgraded experience as a Diamond Club member. Being off the lobby means everyone and his 2nd cousin was sneaking in for a free breakfast or free appetizers and driving the poor staff people crazy. As an evening lounge, it is a claustrophobic and unattractive room - so we had no desire to linger over a few glasses of wine. AND, since you moved the lounge to the first floor, what is the point of the key coded elevator for the "club" level guests. There is no more "club"! We no longer feel special at your hotel and are VERY disappointed. We urge you to move the club back to where it was. Sincerely, Janice and Mike Smith
Overpriced on football weekends, but we are used to that. Get a room facing the river, views are muc...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for choosing our hotel and for providing us with your feedback. I am truly sorry that you did not have a positive experience. I also understand your point on the relocation of our concierge lounge to the first floor of the hotel. Our intent is of course to provide a much better presentation and product to our most valued guests. The full scale renovation of the new concierge lounge certainly took us forward by leaps and bounds in terms of the quality of the facility and furnishings for this area. It also gave us a bit more square footage with which to work from. Mostly it gave us a better opportunity to service this area properly for our guests who have earned the right to utilize this area. All that being said we must execute properly so we are delivering the expected level of service for a Hilton branded hotel. In your experience we clearly did not achieve that and I sincerely apologize. Although the move does take away the view from the top floor we should execute in a manner that provides our guests with a comfortable setting and a positive experience. We are committed to ensuring that happens going forward.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.