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Family · September 20252/10
Update:
Local management reached out to me and acknowledged that the incident should not have occurred. They also informed me that staff would undergo retraining as a result. I clarified that my rea...Update:
Local management reached out to me and acknowledged that the incident should not have occurred. They also informed me that staff would undergo retraining as a result. I clarified that my reason for filing the complaint was to raise awareness and express that the situation could have been handled differently--not to advocate for anyone's dismissal. I appreciate their timely response and the steps being taken to address the matter.
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Positive Experience:
We checked in around 6 PM on Friday, September 26, and were warmly welcomed by Estella, who provided excellent customer service. I had booked two rooms, but due to a weather-related flight delay, my brother was not able to arrive until the next day. Estella was incredibly helpful in adjusting the second room's check-in to the following day without charge. We were truly grateful for her assistance -- she went above and beyond and made a great first impression.
Negative Experience:
Unfortunately, our overall stay was negatively impacted by an unsettling experience with another front desk staff member, who I believe is named Debra or Debbie.
We were assigned Room 215, and less than an hour after checking in, we received a call from the front desk. The staff member told my spouse that a noise complaint had been made by the room below us, claiming we were being too loud. My spouse explained that we were just getting settled in and were not making any excessive noise. We do have a toddler, but they were calm at the time -- certainly not stomping or being disruptive.
What was most disturbing was the tone and language used by the staff member. According to my spouse, she responded with:
"If you can't do anything about it, then we will."
This came across as a threat, and left us both feeling uncomfortable and unwelcome.
I would also like to mention that my spouse is a military veteran with PTSD, and the threatening tone of this call was not only unprofessional, but could have easily triggered a serious emotional response. This is a deeply important point, and why we feel so strongly about how poorly the situation was handled.
We went downstairs to speak directly with the person who called us. On the way, we ran into Estella again and asked if she had made the call. She said no, and when we told her about the interaction, she was visibly surprised and told us not to worry. Her reaction -- "You're in a hotel, in Las Vegas, and it's not even 7 PM yet" -- echoed exactly how we felt.
When we did speak to Debra/Debbie, she confirmed she called and stated the room below had an early flight and were "light sleepers." I asked her why she used a threatening tone, and what she meant by "we'll do something about it." I also asked what accommodations were made for the complaining guest. If noise was a concern for them, why weren't they placed on a top floor to minimize disruption?
Her response was dismissive and unprofessional. She said, "Well, your husband's tone wasn't good, so that's why I responded that way," and added that she had documented the situation to report to her manager. While she did offer an apology later, it felt insincere, and her body language and tone made it clear that she did not want to engage further with us.
We felt judged, unwelcome, and on edge for the remainder of our stay -- constantly worried that normal behavior such as walking or talking at regular volume might result in another complaint or call from the front desk.
Final Thoughts:
I regret not asking to speak with a manager at the time, but we were preoccupied with weekend events. It wasn't until returning home and reflecting on the situation that I realized how inappropriate and distressing that interaction really was.
We love Hilton because of its reputation for exceptional service and hospitality. While Estella absolutely lived up to those standards, Debra's (or Debbie's) handling of the situation fell far below them.
These concerns were also sent to corporate. I sincerely hope you take this feedback seriously and use it as an opportunity to review staff training -- especially when it comes to customer communication and sensitivity.Show More
