We stayed here on a recent vacation travelling from Memphis to Nashville. When we got there to check in I thought we were in Vegas as the lines were extremley long with no sense of who was next in line. We heard a lot of complaints from others about their room not being ready. Maybe because I am a Gold Hilton Honors member our room was indeed ready. The only problem was as we were unwinding in our room, getting ready to go out exploring our door opened and in walked a gentleman with his suitcase in tow. He was obviously just as suprised as we were and simply said excuse me and walked out. Glad we were in our room at the time as anyone could have gone through our belongings. When I called the front desk to report this I was simply told sorry about that. I had to insist that we get the room key changed so this would not happen again as they did not offer to do this. Somehow someone wondering around with a key to our room was unsettling. I went down stairs to take care of this and again had to wait in a long line. I understand that there was a big game in town and the line did not bother me as much as the uncaring response I received. The next day as we traveled to executive level I realized my card did not work in the elevator to allow me to get to our room. There were staff members in the elevator they helped get us to our room only to find out our cards no longer worked. Of course this instantly sparked fear that our room was given to someone else. Once again I stood in a line only to get my room key card redone. I realized afterward that no one asked for any I.D. to prove that I was who I said I was. We selected this Hilton as our first stop to have a nice safe stay in Memphis. Also as a gold member I was supposed to get breakfast vouchers which I never received. I can tell you if this had happened at a Hampton Inn the room would have been free of charge and a heartfelt apology would have been given. On a good note the valet parking staff and bellhops were second to none in their performance.
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