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6820 reviews
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Jan 11, 2025Weekend getaway
Very pleasant service. Overall a really great experience. I had some issues with the Wi-Fi but other than that it was all good. Big shout out John k. He was tremendously helpful and very accommodating and help me set up an account with Hilton.
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Jan 03, 2025Iconic location
The location is just central to literally everything you would need to do. The building is iconic and will tell it’s history in the main entrance lobby level. The hotel bar and restaurant is very nice and so is Kitty O’Shea’s. The grab n go shop lobby level is a very good idea and stayed opened late. Keep in mind this is a very big building and lots to see. The mobile check in worked fine but they were having mobile key access issues, so was issued keys. There are a lot of elevators to go up and down but you have to pay attention to which one will take you to your floor. In the elevators you do not need a key card but they do have plenty of security monitoring who comes in/out up/down. The floors remind me of The Shining lol, with many hallways and turns. My room wasn’t available until after 6pm so that was frustrating but when I did finally get to my room bags of dirty linens was sitting outside my room until Saturday morning. My room was tiny and really didn’t look like the pictures online, but it fine. Bathroom was nice but has hair in tub and on floor by toilet. The bed does not come with a comforter which I found out the hard way cause woke up cold in room even though heat was on. Requestws more sheets and blanket which took a moment and had to call back downstairs to see what was taking so long. When the items arrived the sheets were badly stained, notified front desk, the women at desk was surprised not really concerned didn’t get an apology/nothing. At checkout I tried to pay with my gift cards but the agents never heard of someone paying with a gift card, looked confused, and didn’t know how (you can by the way), then stated her card machine wasn’t working, at this point I just wanted to check out. I don’t know if I would stay here again. If I do I hope my experience will be different and better.
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Dec 29, 2024
Good -- but no longer a 5-star hotel.
During my stay, I kept getting text messages from "Clay". I have no idea if it was a real person or an AI, as they did not respond to the message that I sent ...which is copied below: ------- In general, the stay was adequate ...services and amenities were generally nothing special ...but, also not super bad either. However, I do have some disappointments to share with you, in no particular order: 1. I was disappointed that there was no concierge on duty at any time. I'm not quite sure how you could be classified as a 5 star hotel without one.... 2. I was VERY disappointed that the front desk person would not accommodate my request to move my check-out time from 11am to noon (one additional hour.) In decades of travel, I've never been denied this request, so I was shocked (and I stay almost exclusively at Hilton properties.) I'm not an idiot, I know that there are absolutely going to be a lot of rooms that are cleaned and prepared between noon and check-in time, as there's no way to start every room of everyone checking out at 11am. So yea, this was a very heinous black mark on my stay because it came across to me as punitive and unreasonable to deny this very simple request. (It's even more annoying because I can remember a time when all hotels has a noon checkout!) 3. I need to go look to check for sure, but I'm almost positive that the website said I was getting a double queen room. However, these are double beds, not queen size beds. I suggest you all make sure that your websites are accurate on this point. I have a feeling that it could just be that 99% of all Hilton properties have double queens now, and no doubles -- so, it may not know that you have rooms with double beds instead of queen beds. 4. I was disappointed that a 5 star Hilton hotel has no real room service with actual, prepared-to-order food. The place you have that delivers food to rooms only provides pre-made sandwiches and pizza, etc. Very lame for a "luxury" hotel. 5. I was also disappointed that there was no way to order room service food on the phone. I tried calling the number on the phone and it went immediately to a recording saying that we should order using that lame tablet that you all have in the rooms. My problem with this is that the tablet does not provide a way to customize orders or ask questions. Again, this is the kind of thing I'd expect at an average Hilton property, not a flagship property like this one. 6. The thermostat when I arrived was set to 85 degrees and the room was stifling. Why do you not instruct your housekeeping staff to check the thermostat and ensure that it's at a reasonable temperature for new guests. I would have been OK with maybe 76 (which still is too hot in my opinion) -- but, 85 was like a sauna. 7. This is a relatively minor thing, but I've never been in a hotel that had a toilet with back/flush mechanism that looks like a public bathroom toilet. It comes across as really ghetto....like, someone just didn't care what kind of equipment was installed. It shocks me every time I see it, and I've NEVER seen anything like it at any hotel, not even 2-3 star hotels. Surely you all could afford to have normal, nice toilets that look like what we're used to seeing in homes and hotels for generations, not the kind of toilet that we would see in a supermarket or movie theatre. 8. As a Hilton Honors member, I typically get 2 bottles of water at check-in in a nice little paper bag. However, here it was just two bottles given to me …..no bag at all. I had to just carry them somehow with all my other luggage. Even a 7-11 store has bags to carry things in …. 9. The "desk chair" in these rooms is extremely uncomfortable and it looks to be 20+ years old. I have to admit that the beds were good, so no complaints there, but the other furniture in the room was really old and, in the case of the "desk chair" was uncomfortable to use. It was also really small, as though designed for a child. 10. The lighting in the room leaves a lot to be desired. It was a fairly large room, but only had one floor lamp, one modest table lamp and then one small desk lamp. It was fine during the day with natural lighting, but looking into the full length mirror getting dressed after dark, it was honestly hard to see details of my appearance.
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Dec 16, 2024Be prepared to be gaslit
Be prepared to get gaslighted by the hotel staff. We were traveling with our 2 teenage kids, so we reserved a room with 2 queen sized beds. When we arrived and got checked in, it was confirmed that we had a room with 2 queen sized beds. When we walked into our room, the bed were, very obviously, NOT queens. They looked barely bigger than a twin! So my guess was that they were full beds... so we went back down to the front desk to let them know there was a mistake, and the woman there assured us "at the hilton, we use 'hotel standard' mattress sizes so they are a little smaller that'll what you would expect" and we definitely had queen mattresses in our room. So we went back to our room. I had never heard of that before, so I googled it, and I found that there is NO DIFFERENCE in "hotel standard" and normal mattress sizing!! Feeling like a crazy person, we took the sheets off the bed to find the mattress tag, and (are you ready?) THE TAG SAID "FULL XL." Now I'm getting more agitated that we were blatantly lied to, my husband calls the front desk and asks to speak to a manager... we tell him our dilemma, told him what the front desk said, told him the tag on the mattress said "full xl..." You want to know what he told us? "This hilton is an older hotel and still used European mattresses, and they are smaller than American mattresses," and that we could have a free cot and free breakfast. (I was not happy with that, we paid for a queen room, I want a queen room. Or at least to be charged the lesser price for the full room.) I went to Google again, and European sized mattresses are barely different! Like an inch or so... Why would you lie to people so hard when Google exsists??? At this point, I'm fuming, really because of the gaslighting more than the wrong bed size. I decide to talk to the manager face to face, and explain i either want the room I paid for, or I want to be charged the lesser price for the smaller beds. This is when I meet the angel of a woman at the front desk, Mercy. I tell her my dilemma, and about the tag on the mattress, amd the lies I had been told by the other hotel staff (including the manager). You know what she does?? She says "let's get you into another double queen room, and see if there is just a mix up on the bed size I your current room... Sometimes that happens... if the tag on the mattress says full, then that's definitely not a queen." We get to our new room, and low and behold ACTUAL QUEEN MATTRESSES!!! Enough room for all 4 of us to sleep comfortably! This woman deserves a raise! Unfortunately, we will NEVER book with a Hilton Hotel ever again... i don't take fondly to gaslighting.
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Dec 13, 2024Not worth the cost
I was disappointed with my stay. At this allegedly fine hotel, the $230 room was cramped and dark. The sheets were scratchy as well. I had forgotten my comb; the vast majority of hotels, even budget ones, generally have sundries at the desk. The Hilton did not. It cost $5.50 to get a small, plastic comb from the gift shop. Two coffees for the small coffee maker are included in the room price. If you want more coffee, be prepared to shell out $6.00 for a cup downstairs--no complimentary coffee for guests. The breakfast buffet restaurant was closed during my stay leaving only two ala carte options, both overpriced. There is a tablet in the room meant to be a virtual concierge, but I found very little helpful information on it--mostly ads. One bright spot: the staff was nice. Generally speaking, you COULD have a nice stay if you're willing and able to spend more cash, and lots of it.