My stay was extremely disappointing and not at all what I expect from a Hilton-branded property, especially for the price. I booked my reservation on November 11 for a stay on December 6–7, specifically for a room with two queen beds. When I arrived around 3:15 PM for a 3:00 PM check-in, the front desk told me I had “booked the same day” and therefore could not get a room. That was inaccurate. After I pushed back, I was told it was a system error and that the room type I booked was no longer available.
The handling of this was unacceptable. I was traveling with four people, and I was offered a king bed as a solution. When I explained that a king bed would not work for four people, the staff member shrugged and responded, “I don’t know,” as if this was my problem to solve. I spoke to three different front desk employees, and the tone was consistently rude and dismissive instead of helpful or solution-oriented.
Eventually, the last person told me the room was being cleaned and would be ready shortly. Instead, I waited over an hour, which made me late to an event. I did not get to my room until after 4:30 PM, which is unbelievable given the check-in time. To make matters worse, when I finally entered the room, it was two regular-sized beds, not the two queen beds I booked.
What also added to the frustration was the misleading information about breakfast. The listing online indicated breakfast would be free; however, when I arrived, I was required to pay.
