Very disappointed in the customer service of this hotel. Witnessed another guest not get a room because of a mistake the hotel made, and the manager; Wayne, refused to help alleviate the situation. The guest had originally booked her reservation for two nights, then called to cancel the first night and was told she could not get a refund for the 1 night. She agreed and management said they would make a note of the change in her reservation. That note was never made and she was marked as a no-show which deleted her entire reservation. Wayne told her and her daughter he didn’t care where she slept and it wasn’t his problem. Then told her to leave or he would call the police, and proceeded to ignore her the rest of the time she was on the phone calling their corporate office to try and get this remedied. I would have expected him to offer her another room or get on the phone and call nearby hotels for her to try to make it better. Something I would expect a Hilton Partner Hotel to do.
It took an additional 30 minutes to check in my family cause they couldn’t find room keys, and when we finally did, our room smelled like cigarette smoke and staff refused to do anything about it. They would not move us or refund any money.
The Hilton name always had a prestige to it while I was growing up. It’s a shame to see that that name and that level of class and service does not carry over to all of its partners. I won’t be staying here again, I will not recommend this hotel, and I am very disappointed in what I witnessed.