As a loyal Hilton Honors member, I have always trusted Hilton for reliability, comfort, and excellent service. However, during my most recent visit, I experienced significant issues that impacted my plans and overall satisfaction.
I had reserved a family room, which specifically included a fireplace option—a feature I selected. Upon arrival, I attempted to check in twice, but was informed that my room was not ready until close to 4:00 PM. This delay caused me to arrive late to the event I was attending that evening.
When I was finally assigned a room, I was given a different room, which did not include the fireplace I had booked. No one on staff offered an apology or explanation for the inconvenience. Instead, I was simply reassigned without acknowledgment of the error.
To add to the frustration, when I contacted Hilton Customer Service afterward, I was told that Expedia was responsible, despite this being a direct issue with Hilton’s own service and room delivery process. This response was dismissive and inconsistent with the level of accountability and customer care Hilton is known for.
This experience represents a clear failure in customer service and room fulfillment.