When we first got here, we were told that all rooms were sold out. But we had already prepaid two month later prior. Finally we get a room key to 318 and we get up to our rooms so tired after traveling, to find our keys didn’t work. Then we heard voices in the room. The desk clerk gave us keys to a room already occupied ! So then gave us keys to 318 and told us that if someone was in there , there was nothing she could do! So crazy ! Then after we left our room. (We paid for a two night stay). I asked the maids when cleaning our room to leave us extra towels. We came back to our room and it wasn’t cleaned and nothing was done! I called the desk clerk she said maids were gone for the day and they cleaned every other day! I paid for a room and I expect it to be cleaned!
This was a Hilton and I expected better. We have a lot of people come in to stay at this hotel to play in this big tournament every year and this hotel was recommended by the tournament directors . I am going to suggest to take this hotel off the recommendation list .
We were never offered any thing to compensate us for the trouble that they we put us thru on our night of arrival or anything. Not even an apology.
Bad customer service and they don’t take care of their customers!! -10 on review list !
John Hernandez
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November 05, 2024
Service was not terrible at all. Ms. Janice the morning cook is an amazing worker and person. She was running the front of the house by herself and the kitchen. The reason for 3 stars is because they didn’t have any working the front desk on a Saturday morning. Ms. Janice did everything herself, this hotel runs because of her and the housekeepers. Management needs to step up
Madame Olga
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November 09, 2024
Came in checked in they gave me a room key went in someone else room I took pics went back downstairs she apologized gave me another key went back upstairs the keys are not working so now seating here in the lobby told the lady she needs to find a room and go check for herself and let me know . I don’t even think they are sorry they are running this hotel with their eyes close or no direction whatsoever just ridiculous. How can you check someone in a room that’s occupied? I am beyond mad and it’s my birthday but they just ruined it for me . Now sitting here waiting on them to tell me
Jen Hill
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October 24, 2024
There were 2 people at the desk but only one person was helping customers. It was just us and another customer. The answer for both of us was the same: they had some sort of computer error and lost our reservation. I don't know why the other guy made us wait to find that out, he could've immediately told us instead of making us wait. It's pretty messed up because we pre-paid for our room and they were kinda rude to us about it to boot. On top of it, they made us call Hilton to sort it out when this error is in their end. All in all, a pretty terrible customer service experience. Hilton emailed us that our room was confirmed. Never had this experience before...
Ronald Trainer
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November 19, 2024
Came in early and the room wasn't ready. Came back at normal check in time The room wasn't ready. One elevator worked the whole week. No water pressure but the water was hot. Bring a box of cereal because the breakfast was cold. The only good thing I can say is I'm not going back.
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When we first got here, we were told that all rooms were sold out. But we had already prepaid two month later prior. Finally we get a room key to 318 and we get up to our rooms so tired after traveling, to find our keys didn’t work. Then we heard voices in the room. The desk clerk gave us keys to a room already occupied ! So then gave us keys to 318 and told us that if someone was in there , there was nothing she could do! So crazy ! Then after we left our room. (We paid for a two night stay). I asked the maids when cleaning our room to leave us extra towels. We came back to our room and it wasn’t cleaned and nothing was done! I called the desk clerk she said maids were gone for the day and they cleaned every other day! I paid for a room and I expect it to be cleaned! This was a Hilton and I expected better. We have a lot of people come in to stay at this hotel to play in this big tournament every year and this hotel was recommended by the tournament directors . I am going to suggest to take this hotel off the recommendation list . We were never offered any thing to compensate us for the trouble that they we put us thru on our night of arrival or anything. Not even an apology. Bad customer service and they don’t take care of their customers!! -10 on review list !
Service was not terrible at all. Ms. Janice the morning cook is an amazing worker and person. She was running the front of the house by herself and the kitchen. The reason for 3 stars is because they didn’t have any working the front desk on a Saturday morning. Ms. Janice did everything herself, this hotel runs because of her and the housekeepers. Management needs to step up
Came in checked in they gave me a room key went in someone else room I took pics went back downstairs she apologized gave me another key went back upstairs the keys are not working so now seating here in the lobby told the lady she needs to find a room and go check for herself and let me know . I don’t even think they are sorry they are running this hotel with their eyes close or no direction whatsoever just ridiculous. How can you check someone in a room that’s occupied? I am beyond mad and it’s my birthday but they just ruined it for me . Now sitting here waiting on them to tell me
There were 2 people at the desk but only one person was helping customers. It was just us and another customer. The answer for both of us was the same: they had some sort of computer error and lost our reservation. I don't know why the other guy made us wait to find that out, he could've immediately told us instead of making us wait. It's pretty messed up because we pre-paid for our room and they were kinda rude to us about it to boot. On top of it, they made us call Hilton to sort it out when this error is in their end. All in all, a pretty terrible customer service experience. Hilton emailed us that our room was confirmed. Never had this experience before...
Came in early and the room wasn't ready. Came back at normal check in time The room wasn't ready. One elevator worked the whole week. No water pressure but the water was hot. Bring a box of cereal because the breakfast was cold. The only good thing I can say is I'm not going back.