Our stay was extremely disappointing from the moment we checked in.
The room was filthy and clearly had not been properly cleaned. There was hair all over the pillows and bed sheets, the room smelled like a wet dog, and my daughter accidentally stepped on what appeared to be an old dog feces stain on the floor that was sticky and smelled terrible. There was no shower gel provided, and one of the lights in the room was not working.
When I reported these issues to the front desk, the employee (Phill) told me the hotel was fully booked and that there was nothing he could do. He stated there were no other rooms available and no housekeeping staff on duty. His only suggestions were that I could either cancel my reservation and find another hotel or clean the room myself. When I asked to speak with a manager, he claimed the manager would not be available until Monday (this was Thursday evening) and refused to provide the manager's name, phone number, or email address.
It was nearly 10:00 PM, and because I was traveling with children, I had little choice but to try to make the room livable myself. While changing the sheets, we discovered large clumps of debris on the mattress. It became obvious that the sheets had not been replaced at all—they appeared to have simply been turned inside out, exposing numerous stains underneath.
To make matters worse, I brought one of the pillows to the front desk to show Phill the condition it was in (photos attached). Instead of addressing the cleanliness concern, he looked at it and said, "Oh, that's feather." I was shocked by the response. The issue was not the pillow's filling—it was the visible hair, debris, and unsanitary condition of the bedding. His dismissive attitude toward a legitimate cleanliness complaint was both frustrating and unprofessional.
I returned to the front desk and spoke with a different employee who identified himself as the manager on duty.(Which Phill stated there is no Manager until Monday) He apologized and assured me that we would be moved to a different room the following morning. He also promised a room upgrade and a discount due to the numerous issues.
Because the room smelled so strongly of wet dog and was in such poor condition, we had to leave the hotel and purchase multiple air fresheners just to make the room tolerable for the night. My daughter has animal allergies and began experiencing itching shortly after being in the room. My toddler also started coughing. Between the odor, the allergy concerns, and the overall condition of the room, our family was unable to get any meaningful sleep that night. No guest should have to spend additional money or deal with health concerns simply to make a hotel room habitable.
The next morning, I stopped by the front desk to confirm the room change. The employee assisting us, Aaliyah, was extremely rude and appeared more interested in her phone than helping guests. She barely acknowledged me when I asked about our room transfer.
When we returned around noon, we had been moved to another room, but it was the exact same size as the previous one. When I asked about the promised upgrade, Aaliyah told me there were no larger rooms available and that all rooms were the same size. My husband then asked whether we had simply been moved back into the same room after it was cleaned. She abruptly responded, "No, it's a different room."(and she shook her head)
As my husband and I were discussing our frustration with the poor customer service, Aaliyah suddenly began yelling at me, saying, "I don't have an attitude. You don't understand English!" This comment was completely inappropriate, offensive, and unprofessional. English is not my first language, but I communicate perfectly well and had no difficulty understanding the situation. My husband, who is American, immediately clarified that I had understood everything correctly.
We had already contacted Hilton both the night we arrived and again the following morning, but were repeatedly told that because we were still checked in at the property, there is nothing they could do to help. That response was extremely disappointing given the severity of the issues we experienced.
At that point, we no longer felt comfortable staying at the hotel and decided to check out early.(of course no discounts that we were told) As we were leaving the property, I asked for Aaliyah's name. She then yelled after us, "You know it's my last day anyway. Have a good day!" followed by laughter.
I have still not received the promised follow-up call from management.
My family and I stay at Hilton properties at least once or twice every month, and we have always had positive experiences until now. This was, without question, the worst service and the dirtiest hotel we have ever encountered. The condition of the room, the lack of accountability, and the unprofessional behavior of multiple staff members fell far below the standards we have come to expect from the Hilton brand.
Do not stay here!!!
US
GB