We booked two connecting rooms, far in advance, so our teen age son could have a room. We arrived and was told that we have two rooms on different floors and that there was nothing that they could do. My wife kept complaining and manager said "ok, we have a room that we can give you next to your room." My wife said what was this all about, why would the other desk person lie to us this whole time." No, response from the manager. When we arrived in our son's room it reeked of cigarette smoke. We asked to change rooms and they did but that room was even worst. I pulled the air conditioner filters out and rinsed them. I then spent an hour with the door open and the air conditioner on full in an effort to air the room out to no avail. When we asked to change rooms again we were told they had nothing else available and that they would send someone up to deal with the smell. A service person arrived and stated that he could smell the smoke from out in the hallway. He proceeded to spray the entire room with febreze which made the situation worst. Now we had a combination of cigarette smoke and febreze. Since our son has asthma we let him take our room with the one king bed and he took his room with the two twin beds. The desk staff was rude. When they first switched us we were at the desk and thanked them, they just looked at us. No you're welcome, no nothing and that was the theme of our stay. When things go wrong it helps to have a friendly staff (we travel all over the world for work and pleasure). We suggested to the manager that she inspect the room herself because we are not the complaining type. She just ignored our suggestion, saying "it's so busy, it's crazy this weekend." How does that statement help us? My son loves to swim so we went to check out the pool. The sun was shinning through the windows on the water and you could see a film on top of it and the filter did not appear to be running, so that was that for the pool idea. "Something has gone very wrong with the Hilton Hotel chain. The rooms were expensive and we thought you get what you pay for. We were there for an event and some of the people stayed at the Holiday Inn and had no complaints. I guess the Hilton is working it's way down and the Holiday in is working it's way up. As we left, my wife and I agreed that in the future we should avoid the Hilton chain at all costs.
If you are a non smoker, inspect room before you pay.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
I sincerely apologize for the poor experience you had with us. I am thoroughly embarrassed that my team did not do more to ensure you had nothing less than a wonderful stay.
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If you would, please contact me at your earliest convenience to discuss a few more details.
I assure you this is an isolated incident and it will be investigated to ensure like issues are not repeated.
Thank You for your feedback as it is through guest comments that we are able to identify areas of improvement.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.