I've been a Hilton Honors member for 14 years and have NEVER had an experience like I had here. We got to the hotel 20 minutes before check in time- we were promptly told we couldn't check in until 3:00. Felt like school children told to go away. We were given room 225 and quickly realized the AC didn't work. I called the front desk. Guy came to fix. He ended up taking the whole AC unit out of the window and pushing it cross the carpet. While he was pushing the AC out the door, green, moldly watery crap spilled out from under the unit onto the carpet. The guy padded the carpet as if that would get up the green crap he just spilled. I then called the front desk and asked to be moved. I was told the hotel was sold out. Now keep in mind it was 3:30 pm so I said surely not everyone has checked in. She then said sorry we are sold out. I asked for the manager....guess what, she was the manager! I pushed back and asked to be moved. She then said she didn't have anyone to reclean our room. My problem how? She then snapped that I should come to the front desk to get a new room. When I as at the front desk I asked why we didn't get room 425 which was written on our key. I was told it wasn't cleaned yet....hummm...thought there wasn't anyone to clean rooms? I called Hilton Honors to complain. This place is run down and not really clean. Staff should find another profession......because they clearly don't know how to provide any customer service. The manager needs to be held accountable for her lack of professionalism and lack of concern to help a customer.
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