2/10 Terrible
Ayaka
Travelled with family
6 Jan 2025
Disliked: Staff & service, amenities, property conditions & facilities
We booked this hotel on the morning of our stay for one night on Saturday. Upon checking in, we found only one bath towel in the room. When I requested two more towels at the front desk, I was told, “There’s no more towels.” I explained that it was unacceptable and asked them to resolve the issue, but the unmotivated front desk staff, who had been coloring in a book during her shift, responded with, “I can’t just pull out towels from the floor.”
Even toothbrushes, which should have been available, weren’t provided, and she arrogantly said, “We don’t have it right now.” While I could buy toothbrushes, towels were immediately necessary. I asked her to contact the manager or Hilton headquarters, but she refused, claiming the manager was aware of the towel shortage since Friday and wouldn’t act on it.
Frustrated, I contacted Hilton’s customer service. A representative named Sam offered a refund but no solution for the towels, which was what I needed. She admitted the manager should have stopped accepting reservations when they couldn’t provide basic amenities. The situation reflected a clear lack of preparation, as the towel shortage had been ongoing since Friday.
The front desk staff’s unhelpful, arrogant attitude and the overall lack of effort from the hotel made this the worst experience I’ve ever had. I trusted the Hilton brand, but this experience was deeply disappointing. I will not use Hilton hotels again.
Ayaka
Stayed 1 night in Jan 2025
