I hope someone takes the time to read & address my experience. For a room that cost over $750 for two nights, I expected much better service—especially from a Hilton property. Though I booked via Expedia, I anticipated the same quality I’ve received at other Hiltons. We chose this hotel based on a recommendation for a wedding.
Before arrival, Hilton only prompted me to download the Hilton Honors app for a “convenient” digital check-in. After doing so, I was still required to check in at the front desk. What’s the point?
Arriving at 5 PM, there was no clear signage for check-in. The entrance is separate from the lobby, which was overcrowded. I had to park a long distance away, drag my luggage to the elevator, and figure out the check-in process myself. Despite arriving after the 3 PM check-in time, my room still wasn’t ready. We missed the bridal meet-and-greet because we waited 30 minutes for the room.
I had to haul my luggage with no assistance, and wasn’t given directions to my room. The room was poorly cleaned, the A/C was loud, and the pillows were uncomfortable. I asked for the room to be cleaned while I was out from 10 AM to 5 PM—it wasn’t. Housekeeping interrupted me twice at 5:30 while I was getting ready for the wedding.
This isn’t what I expect from Hilton, especially at these rates. I’d like to know how Expedia plans to make this right.
