Tour26610788207
Family · September 20254/10
Overall Rating: 1.5 Stars
We started our stay with high hopes and a 5-star mindset, but unfortunately, several issues throughout the week brought that rating down. Here's a breakdown:
🧹 Housekeepin...Overall Rating: 1.5 Stars
We started our stay with high hopes and a 5-star mindset, but unfortunately, several issues throughout the week brought that rating down. Here's a breakdown:
🧹 Housekeeping Department — Minus 1 Star
Cleaning was poorly scheduled. We’d leave at 8 AM and return around 4:30–5:00 PM, only to find our room untouched.
One evening at 6 PM, we had to go to the front desk to request basic cleaning and fresh towels.
Speaking of towels—the smell was awful. They reeked of something musty or sour, possibly a storage issue. Definitely not what you'd expect from a hotel of this caliber.
🧼 Housekeepers — Minus 1 Star
We’re generous tippers, but the service didn’t meet even basic expectations.
In 9 days, our in-room coffee was replenished only once. We ended up buying coffee from Starbucks.
Trash cans weren’t emptied daily, even when full.
The bathtub stopper was broken. Instead of fixing it, staff simply removed it and left it aside. My husband ended up finding a gasket on the ground and fixed it himself. Not ideal.
☕ Starbucks On-Site — Minus 0.5 Star
My go-to drink, Chai Tea, was out of stock from Saturday through the end of our stay (a full week). It was never replenished.
🧳 Hilton Honors Sales Team — Minus 0.5 Star
We were approached multiple times daily about vacation packages, even after politely declining. It was disruptive.
To their credit, they were friendly and gave us good restaurant recommendations.
🏨 Hotel Experience — Minus 1 Star
The hotel itself was lovely, but the TV that displayed the hotel layout was outdated and hard to read. No maps in the rooms either, which made navigating difficult.
The revolving door malfunctioned while I was walking through it—it stopped abruptly and I ran into the glass. Then it randomly started again.
There was a marketplace between buildings 2 and 3 that took up space but wasn’t open during our stay.
For the price we paid, the value just wasn’t there.
On the bright side, all staff members were friendly and helpful.
🌟 Concierge Services — Plus 0.5 Star
We interacted with two concierges. The first didn’t have a map and wasn’t particularly helpful.
The second, Terri, was phenomenal. She gave us excellent recommendations, shared local history, and provided maps. Her enthusiasm and professionalism truly elevated our experience. If everyone took pride in their work like Terri, the world would be a better place.
Despite the challenges, Terri’s exceptional service was a highlight. Unfortunately, the overall experience didn’t live up to expectations.Show More
