Absolutely atrocious staff. We were traveling with a toddler and therefore booked a jr. suite to have an extra room for the crib of the little one. When we checked in the front desk staff, without comment, checked us in a regular room, which, when we were asking to correct the mistake, blamed on ******* for booking the wrong room. Even when I showed them the booking they still lied to my face that ******* messed up the booking and there was nothing they can do, nor can the booking be cancelled and refunded. So when contacting ******* to cancel and refund the booking the front desk were contacted again, this time by the ******* rep, which they then, instead of owning up and trying to solve the issue, proceeded to lie again and tell the ******* CSA, that they saw the jr suite in the booking but then we "asked" for a downgrade to a regular room, just so ******* couldn't cancel and refund the booking.
So needless to say, night was as expected with a toddler right next to you.
When trying to check out this morning, waited around the counter for 15 minutes with a line of people trying to check out already forming. So yeah.
All in all a level of unprofessionalism that I personally didn't expect from a reputable brand like Hilton, but hey, you never seize to learn, but will definitely think twice who I will stay with in the future.
翻譯