6/10 Okay
Anna
Travelled with partner
28 Dec 2024
Disliked: Cleanliness, staff & service, property conditions & facilities
Our stay (Dec 26-28, 2024) at this Hilton property was disappointing, despite its excellent location. The room felt stuffy, which was already uncomfortable, but the bigger issue came when our toilet clogged a little after 10 PM. We tried calling guest services multiple times, but no one answered. My husband had to leave our room on the 5th floor and go all the way to the lobby just to use the washroom. He also reported the issue to the front desk, and we were assured someone would attend to it shortly.
Unfortunately, we waited until 1 AM, and no one ever showed up. We had no choice but to go to bed and address it the next morning. Upon waking, we called the front desk again, and the staff member apologized, claiming the night shift had failed to pass on the issue. He promised to send someone immediately, but even four hours later, no one came.
Thankfully, we were checking out that same morning. I brought up the incident during check-out, hoping for some resolution, but the staff casually apologized and said there was nothing he could do. This lack of accountability and service is completely unacceptable, especially from a brand like Hilton. We expected better and left extremely disappointed.
Anna
Stayed 2 nights in Dec 2024