I’ve traveled to more than 25 countries and stayed at different types of accommodation and this hotel ends up on the rather short list of disappointments. On the positive side, the room is huge – bigger by European or even American standards, bed and linens are soft and comfortable, the location is good, and I like their environment-friendly policies and Neutrogena toiletries. The hotel has adapted a CARE culture and seems to be genuine in their commitment to making their guests’ stay pleasurable. However, the staff who received us upon check-in seemed to have had a bad day - we were left to wait for 5 minutes before we were entertained (he was on the phone), didn’t apologize for keeping us wait, and didn’t bother to utter welcoming words, and the check in itself was slow. This normally doesn't concern me a great deal but it was 9:30pm when we arrived in the hotel and our 11-month old baby was already sleeping after a long 8-hour car ride from Williams, Arizona. All we needed was to get the hotel key quick and deal with the payment etc afterwards. (She woke up eventually at the lobby while waiting). Also, upon check-in, guests are supposed to receive freshly baked chocolate chip cookie as a symbol of their warm hospitality but we didn’t get that either. Not that it matters really. But the gesture would have been appreciated. I had been a hotel desk receptionist in my younger years so I understand the importance of customer service to a certain degree and I must say I was disappointed when we checked in because after all, first impression lasts. Meanwhile, contrary to what’s advertised in the website, internet connection wasn’t free in my case for some reason. I was automatically directed to a Hilton HHonors website where I was supposed to pay the internet by credit card or otherwise charged to my room. And there is no refrigerator either. I should have known about this earlier but I just thought this is a given – a basic room amenity. And again, maybe I was a bit naïve but I was expecting complimentary water since there is a coffeemaker and complimentary Wolfgang Puck coffee for free. Instead, an Icelandic water bottle is available for US5. And parking costs as well. In general, I'm not too keen on hotels that have hiddgen costs for things that normally should be available for free or at least these small fees should just be included in the room charge. In short, I wasn’t too happy or satisfied with this Hilton-member hotel.
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