On check in I asked to upgrade to a suite from the double queen with fireworks view. I was told none were available. I offered to pay more for a better room, however according to the reception nothing was available.
I checked online and a junior suite was available, I talked to HIlton online and they advised that the room was definately available. It was late thus I asked if they could arrange with the hotel for the next day. Their response was do it yourself. After I explained this wasn't the level of customer service I expected from a 5 star hotel, they said they would email the senior management. I never heard from the management. I stayed at the hotel for 6 of the 7 booked nights.
The next morning I spoke to reception, they moved me to a suite that was available, for an additional $200 a night. They said that they would arrange our luggage to be moved if we packed it up. We wanted to go striaght to disney world. Then a orter told us he was not allowed to move unattended luggage!
In the evening we returned from disney world, to find we were in a suite with a disabled wet room, ie no bath. Not ideal for a family and also the room was no where near what one would expect for $500 per night.
I asked reception for a plug adaptor, for my electric toothbrush. They said they didn't do that. I asked for a toothbrush in that case but they didn't have those either. I was advised to go to the shop/cafe in the hotel opposite.
After going to the shop only to find they didn't sell toothbrushes. I asked the porter where I could get one and guess what they had toothbrush and adapter sent to my room.
Hilton gold membership benifits don't apply at this hotel. They charge a $45 daily resort which covers things like wi-fi (normally free for hilton gold). Continential breakfast aso not included. $10 for hilton gold memebers $18 for non members. Doesn't include coffee or tea that is extra at $4 a cup. Hot breakfast $20.
I was told there was $20 credit to the my account to use for breakfast however, it was not on my invoice. I was charged for everything.
So overall I spent $545 a night excluding tax, for a disabled suite and no breakfast and asking for anything (you would normally expect) was a complete pain it put you off.
Pool and gym are ok. Didn't use anyother facilities which are based at the next door hotel.
The suite had a sink and bar like area, but in clasic style of this hotel, it was completley devoid, of cups, glasses even a bottle opener. It had noting at all. Rooms have a rubbish coffee maker, no kettle. and a 500 dollar suite that sleeps 4 people gets 2 complimentary bottles of water aday.
The maid service was also the bare minimum.
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