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| - What a disappointment and still can not believe this property has the Hilton name on it. We booked a 1 bedroom suite with a kitchen and when we arrived they gave us 3 rooms in a row that had not been cleaned. In the first room, the dirty dishes from yesterday's room service remained outside the door in spite of several hotel workers coming into the room. None of them decided to have it picked up. In all 3 rooms, we were walking on others' food crumbs in the kitchen, saw chopsticks under tables, dirty carpets and furniture, a recessed light that had been pulled out to be repaired at the entry way and not replaced. While waiting in the second room we were shown for a cleaning crew, a facilities worker showed up to drop off a vacuum. I literally asked him if they were expecting us to vacuum. His response was that he was just told to bring up a vacuum. No other housekeeping staff showed up to use it. Ultimately, it took the hotel manager two hours and having to personally oversee a "VIP Cleaning" in order for us to get a clean room. What did we get in exchange for this hassle? An 'upgrade' to a room with an office (primarily because they had run out of the room category that we had originally booked, and a free movie per day, which we never used). When we asked to parlay that movie offer to offset some of our food bill on the day we checked out, the manager of the day declined anything but a $20 credit to our food bill. Besides the horrible customer service, condition, and management of the hotel, in general, the carpeted floors throughout the hotel were stained, looked as if they had not been vacuumed in a long time, and gave the hallways a terrible odor. The buffet breakfast that we had prepaid for each morning was a glorified continental breakfast unless you love bacon that is mostly fat, and what looked like powdered scrambled eggs. Anything not on the buffet (hard boiled egg, omelette, fried eggs) cost $2-$6. During the 2.5 hours it took them to get a clean room for us to check into, we put our two kids in the indoor pool to entertain them. The pool water was so murky that I can only assume the same maintenance standards apply to it as the rest of the hotel. Lastly, I called weeks before our arrival to book services at the salon/spa and could never get anyone to answer the published phone number. I had Hilton's call center connect me, and they disclosed that the Spa was changing ownership and wouldn't be operating for at least 2 weeks. Overall just not the experience we have had with other Hilton properties and one that I wish I could forget entirely. Worst part of our trip to an otherwise wonderful city, hands down.
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