6/10 Okay
Hung Kwok
14 Dec 2024
Liked: Cleanliness, property conditions & facilities
When I checked in, it was great! Donte is a 5 Star employee. Polite and flexible. Knowledgeable and efficient. The room is fine except the mattresses are not as good as in the past.
It should be a 5 Star experience as all the staff including the maintenance and housekeeping. However, the night shift receptionist is very bad:
My laundry stuck in the washer as the dirty water did not drain and the door is locked. I went down asking for help but the receptionist “Tyran” told me no engineer there until another 3 hours late which is almost midnight. Tyran called but no response for a manager… I was told to leave the laundry there overnight… it was unacceptable. What I heard from him is “nothing he can do”… I finally went back to unplug the washer and the door is opened. I paid extra to use another machine to wash again and I emailed all the management shown on the business cards in the lobby… no response for 3 days… a joke as a loyal Hilton members….
Hung Kwok
Stayed 4 nights in Dec 2024