I rarely leave negative reviews, but after spending over $1,000 for our stay, I expected far better. We booked this hotel because it advertised renovated rooms and upgraded amenities, yet we were placed in an older, much smaller room that looked nothing like what was advertised. It felt misleading from the moment we checked in.
When we asked about upgrading, it became a battle instead of a simple conversation. The most shocking part was when an employee tried to show us a room by unlocking the door, only for a guest who was already staying there to answer. The employee then called their manager, and we clearly heard the manager say, “Just ask if they can see the room really quick.” Asking a paying guest to step out so strangers can tour their room is incredibly unprofessional and a huge invasion of privacy. I’d be furious if I were that guest.
Nearly every interaction with staff felt like we were inconveniencing them. Whether at the front desk or over the phone, we were met with dismissive attitudes and impatient tones instead of hospitality.
We also reported a potentially lost passport the night before. The next morning we learned security had never even been notified until we reminded them. That level of poor communication is unacceptable.
This hotel is poorly managed, misleading, and lacks basic customer service. We paid premium prices for a frustrating experience and left feeling like a burden instead of valued guests. I expected much better from Hilton and won’t return