Worst experience at Hilton Properties

Disliked: Booked multiple rooms for 2 nights (2 queen size beds option due to the number of travelers. Next day plan was to go to whitesand for the day. When we came back around 7pm after tiring day, we could not open one on the rooms in which my mother with 2 kids were staying. Called the front desk and the lady put me on hold and never came back for over 20 minutes and after that I hung up. Tried calling again after few minutes, she picked up again. I told the situation and she said let me call back. No one called back for another 20-25 minutes. This is when I started getting frustrated as all my kids and mom were keep waiting in our room. I called back again and asked what should we do now? She said I don’t know we don’t have maintenance available and I am the only one in the hotel and this is not her fault if the door is not opening. I asked for the manager; she said I can’t give you manager’s number (seriously?) I asked at least give us another room and she said I have to ask my manager and will call you back. Again, no call for another 15 minutes, This is when I started getting real upset as now it was more than 2.5-3 hours since we could not enter into the room. My kids were sleepy and all their clothes + my mother’s medicine was inside that room. I called the corporate customer service and they were able to get hold of the manager. Finally, I was told that there is another room available on another floor but it is king size bed only instead of 2 beds. Remember I booked 2 queens’ bed due to 3 people in another room. They said they do not have anything else available. Guest relations created a case for me and assured me I would get compensated for all this experience. Long story short, finally they were able to get hold of the maintenance guy after 3 hours who was able to open the door (lock and latch was broken) after 30 minutes of struggle. . I was able to get the stuff out after midnight when the door was open.

Exceptional

All was perfect. Love that...

Liked: It was luxury without the luxury price
Disliked: Need more gluten free options for breakfast

Good

Welcoming, relaxed, and helpful.

Liked: the evening staff was excellent. We arrived late and they made us feel welcome. Awesome job.
Disliked: Everything was great!

Exceptional

Very poor

Liked: Nothing
Disliked: There was limited parking. Several homeless people wandering around the area. The restrooms smelled like pee and the water to shower smelled and tasted like bleach when we brushed our teeth. The AC units in the rooms sucked they made a ton of noise every time they turned on sounded like a jet taking off.

Superb

Great place to stay!

Liked: Location, room size, friendly staff.
Disliked: Pool was closed for remodeling but we weren’t informed of that until we arrived