They couldn’t issue physical keys because of a system issue – thankfully my digital key worked so I could at least get into my room. That room's toilet didn't work, we called down to the front desk about it and all they did was send up a plunger – I guess they expect guests to fix their plumbing issues? After 20 minutes of plunging the toilet still wasn’t working so we called down to the front desk again, this time they sent up some towels. That in no way addressed the problem so we continued plunging for another 10 minutes and it wasn’t getting any better. We decided this was a waste of time as we are not professional plumbers. We called down to the front desk and asked if we could move to a different room. They said that would be no problem, but we needed to bring all our stuff down to the lobby for them to assign us a different room. We asked if they had resolved their system issues so we could be issued physical keys for the new room, they said it had and it wouldn’t be a problem. So, we packed up all our stuff and went down to the lobby. Once in the lobby it turned out they had NOT in fact resolved their system issues, they had gotten worse so the person on the phone had lied to us. Now not only could they not issue keys they couldn’t access which rooms were occupied and which were not so they couldn’t move us to a new room after all, so we packed up and moved all our stuff to the lobby for nothing. The front desk person said they could go to the back and try to access their system a different way, I said I didn’t really care what they needed to do to find out which rooms were unoccupied and that we would wait for them to do so. Eventually they found a room for us to move to however they were still unable to issue any keys so they could let us in but we wouldn’t be able to leave our room because we’d have no way of getting back inside – we couldn’t use the pool, go out of dinner or shopping or anything, we were functionally prisoners in the room if we wanted to have somewhere to sleep that night. Staff made no effort to assist us moving our things despite one member of our group clearly being disabled and walking with a cane. This new room had some issues of its own, most notably a flood light just outside the window and blackout curtains that weren’t installed properly so we had a bright light shining in the room all night. Also, it sounded like a track and field event was being held one floor above us. At about 3:30am I was awoken by a notification from the Hilton app that yet another new room had been located for us. I was not going to get my family to pack everything up again and force a disabled woman to change rooms in the middle of the night, so I ignored the message. The next morning, I went to the front desk to check out because I was concerned that the room change may cause issues checking out in the app. The front desk staff asked about my stay, and I explained everything that happened. They said the system issue was schedule
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