First of all we made reservation online and preferred this place especially because it was hilton where i worked for years as manager and we were expecting higher quality.
When we arrived late evening around 9:00, tired after 6 hours travel and stressed, first thing they said they were sold out and no rooms available ?! we had reservation and but it was lost! I introduced myself and wanted to speak to a manager, they said everybody is out! I said ok, and my partner mentioned that she had a hilton honor membership, but front desk employee laughed like she didn't care. It was like a joke we've been through. i looked for the HH desk, it was at the corner and nobody there, there was a construction going on, lots of employee around, there were 2 miniskirt girls at the loby and entire people and employee was staring at, trying to joke and take their attention... We have found our rooms by ourselves and elevators, nobody helped our luggage as well, we had 4 luggages and carried ourselves to upstairs and guest service girl didn't even bother holding up her head and see how we carry, forget about asking assistance. Then she went in and out, decided something together with a supervisor inside and came out and said that " ok i have a room for you" It was so insulting, i wanted to leave place but my girlfriend said nevermind, because we were so tired. it was like she is making a gesture for us and gave the room free for us! we had reservation, we paid a lot of money, we are previous hilton managers, we are hilton honor members and been therated like unwanted and unexpected evening surprise for them. The room was average, i cant say it was dirty but after that first impression we didnt even enjoyed the rest of the evening, we were not offered any concierge service for dinner even i mentioned several times we were hungry.. we finally ended up at applebee's... Also when we came first and stopped in front of the hotel, bell staff had seen us and disappeared, may be they didn't want to work that day or earned enough money for the day. During check out I asked to speak to a manager, they said they were at the meeting which is unacceptable but i just decided to let it go. I wanted to write something because each time when i remember that i feel so bad! I am not planning to stay again and ask everyone to think twice!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
We’re sorry we didn’t provide the high quality of services you deserve. This is not typical of our hotel and staff, and we have addressed the issues you mentioned with our front desk and bell staff. We try to make each guest experience a great one at our hotel as your satisfaction is important to us and we regret this was not your impression.
Thank you again for your feedback and I welcome you to contact me directly if you would like to discuss your experience further. We hope you’ll give us another opportunity soon to make your stay the best it can be.
Miriam Sta Ana
Director of Sales and Marketing
Tel (212) 542 8990
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.