Checked in for two nights and the first night at around 10:30pm pulled back the sheets only to find them disgustingly stained. It wasn’t just a small stain but very large either coffee spill or gosh knows what else. Don’t even want to contemplate what else coming from a hotel room. Anyhow, immediately called front desk to have them come change the sheets only to be told rudely that the cleaning staff had left and can’t be done until tomorrow and then they just hung up. I slept on the chair and ottoman that night as there was no way I was sleeping in that bed. The next morning I asked to speak to a manager. Spoke to two actually (Ben and Chris) and were told it was unacceptable behavior and not up to Hilton standards. They completely agreed with me that the front desk could have come up and changed the sheets (which they have access to the linen closets),or could have switched room for us but regardless that should not have happened. I said heck they could have just given me the sheets and I would have changed the bed myself! I also pointed out that the elevator there is a sign that says Hilton guarantees your satisfaction or we will make it right. They promised they would give me a two night free voucher because of the rude staff I encountered and because I had to sleep in a chair. I would be sent the voucher through corporate. I’ve waited almost 3 weeks now and have yet to receive anything. Horrible customer service and disgustingly dirty hotel
Bruce
2024 年 5 月に 2 泊滞在
4/10 (不満)
Brandi
カップルで旅行
2024 年 6 月 17 日
気になった点 : スタッフとサービス、設備とサービス、施設のコンディションと設備
It took about 20 minutes for a staff member to actually come to the desk to check us in but that was ok. Got to the room and the room itself was clean and nice. However, on the first go of our trip we discovered that our toilet would not flush. We were going off property for the evening but let the desk know about the issue before we left around 4 p.m. The attendance made a call and assured me it would be handled. When we returned to our room around 1:00 a.m. there had been no change to the toilet situation and we were forced to go to the lobby 5 floors down when we needed to use the restroom. I stopped by the desk around 7:15 a.m. and let the gentleman know our toilet was never fixed and I asked to speak with someone that could help me possibly get a partial refund because I paid nearly $200 and couldn't even use the toilet in the room. I was informed that no manager was there but someone would call me today. We checked out shortly after because of the inconvenience of not being able to use our facilities and I have heard nothing from the manager that was supposed to call me. I do hope to hear back and get this resolved because, had this been properly taken care of, my review of this hotel would have been a totally different story.
Brandi
2024 年 6 月に 1 泊滞在
10/10 (非常に良い)
Emma
カップルで旅行
2024 年 6 月 10 日
良かった点 : 清潔度、スタッフとサービス、設備とサービス、施設のコンディションと設備
Front desk staff were helpful and friendly! Room was clean and roomy.
Emma
2024 年 6 月に 2 泊滞在
10/10 (非常に良い)
Sam、New Westminster
出張
2024 年 6 月 7 日
良かった点 : 清潔度、スタッフとサービス、設備とサービス、施設のコンディションと設備
Nice peaceful location with plenty of restaurants nearby and friendly staff.