We stayed at the Hilton for our daughter’s first birthday, and unfortunately our experience was quite disappointing. We were originally placed in the South Tower on the 7th floor, but when we arrived, the air conditioning wasn’t working and we had to call for it to be fixed. The ice machines on both the 7th and 6th floors were also out of service.
Later that night, we discovered two flying cockroaches in our room. We reported this to the staff the next morning and were moved to a different room. While the new room was more updated, it was noticeably smaller than our first one. What was most surprising was that we never received any kind of apology or acknowledgment regarding the cockroaches—no formal apology, no gesture to make up for the inconvenience.
To make matters worse, on August 4 we went up to use the pool, but it was closed because someone had defecated in it. The maintenance staff told us that once he finished cleaning, we could “jump in.” This was extremely unhygienic and uncomfortable, especially as we could actually see the feces floating in the pool. Needless to say, we skipped swimming altogether.
For a Hilton, especially when staying for such a special occasion, we expected a much higher level of cleanliness, service, and care.