2/10 Terrible
Magdalena
Travelled with family
20 Jun 2025
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
HORRIBLE
Absolutely will NOT come back to this hotel! Front desk service from Maria was absolutely horrible and when I called her out on it with my mom, she left and came back with a bit of an better attitude. Still was a horrible way to get to the hotel. At night I noticed the couch bed sheets were left on and dirty. Called the front office was left on hold for 5 minutes when I decided to call back. When I called back right away someone answered me. His name was Tommy or Thomas and all I have to say about him is he needs Intensive training in customer service and kindness. He hung up on me when I told him I was on hold and needed new sheets. We went back and forth to later him telling me to come downstairs to get the sheets and hung up on me. Marcus greeted me downstairs and he was absolutely great. He was very apologetic and understood where I was coming from. The next day I wrote a review and got a call from the general manager(Emma or Erie something with an E) from the front desk. I told her everything and afterwards she apologized and understood my concerns. She informed me she would not charge me parking for both nights and would give me 10,000 points. We still paid for parking and I did not receive any Hilton Points. They will always have business because it’s cheaper and closer to Universal but they lost my and my families business. I’m a travel agent and I would not recommend to my clients. Oh and the elevator sounded like it would crash every second. Just horrible overall!
Magdalena
Stayed 2 nights in Jun 2025