327gloriaw
Business · October 202510/10
The hotel itself was amazing, and the food at Dan’s was great! Jada, the bartender, was absolutely the best—friendly, accommodating, and such a pleasure to interact with. However, the real standout wa...The hotel itself was amazing, and the food at Dan’s was great! Jada, the bartender, was absolutely the best—friendly, accommodating, and such a pleasure to interact with. However, the real standout was the shuttle bus driver, Ulises! His parents truly raised him right—he was incredibly respectful, kind, and refreshing to meet. I wish everyone provided the same level of customer service that Jada and Ulises did!
Unfortunately, our experience wasn’t perfect. When the toilet in our first room (1815) stopped working, the customer service response was extremely disappointing—especially given the price we paid for our stay. My husband and I are loyal Hilton guests, but the front desk night staff at this location definitely needs additional training.
What made things worse was feeling like the level of service varied depending on who was being helped. We couldn’t help but notice that guests who didn’t look like us received far more attentive and friendly service—they were treated like royalty, while our interactions felt dismissive and indifferent.
Later that night, around 11 p.m., we had to change rooms to the 19th floor. When we requested a cart to move our belongings, it was simply dropped off in front of our door without any notice—we only discovered it by chance.
To make matters worse, we had just checked out of another Hilton property, Hotel Tampa Riverwalk, because their air conditioning wasn’t working and the customer service there was equally poor.
Overall, while parts of our stay were wonderful—especially thanks to Jada and Ulises—the inconsistent and disappointing customer service from the front desk staff really left a negative impression. Hilton can and should do better.Show More
