We chose this hotel for our wedding. Fortunately that was the only thing that went wrong on our special day. The problems started out small, but snowballed over the weekend to make it a thoroughly unpleasant stay.
We had gift bags made for our guests staying at the hotel, and the hotel was to hand them out to our guests. I had to go down several times to get bags for my guests that were denied them by the check-in staff. No big deal, but a few of my guests were clearly put-out.
The first night our room wasn't cleaned. No big deal I thought. But then my parents mentioned that their room wasn't cleaned. Then a few of my guests mentioned their room wasn't cleaned. When I asked more of my guests if their room was cleaned the answer was always 'no'.
A word of warning: the bar will close early. If there are only a few people in the bar at night, they will just close it before their stated 1am closing time. On Friday, two of my guests were asked to leave the bar at 10:30 because they were closing. The bartenders are not friendly; I probably wouldn't mention that normally, but given everything else, plus a phantom tab that got charged to my Dad's room, I think it's relevant.
They also do not allow you to bring your own beverages into the hotel. So if you had any ideas about drinking beers with your groomsmen, then you will have to spend $127 to have 10 heinekens delivered to your room after a 40 minute wait. Also leave the special bottle of champagne you bought to share with your wife on your wedding night in the car.
I typically never use the services of the guys that help you with your bags, but they were a little insistant. One guy was very good and helpful. Another threw my bag with my laptop onto the cart, and crumpled up my mom's dress.
Our wedding suite was supposed to be ready anytime for check-in the day of the wedding. I even confirmed this on Friday for the Saturday check in. The room was not ready until the afternoon, and I could not set it up for my bride and her party before they got to the hotel.
No one in our party, included me and the bride, were permitted a late check out.
The safe in my mom's room broke, and hotel staff came up to open it. It was actually delaying our departure and we were completely out of the room except for the items left in the safe. The staff opening the safe told us we had to be out of the room ASAP. There was not a single "I hope you enjoyed your stay/sorry about the safe/thanks for choosing Hilton".
The valet cracked up my sister's car. Not much more to say there.
Our wedding party spent about $20,000 at the hotel over the weekend. This was a wedding party of 30, 40 and 50 year olds. All pretty laid back people. All professionals, and most are frequent travelers who are used to the normal service hiccups involved with hotels sometimes. I had not a few, but many, of our guests mention that the hotel was bad. It takes a lot for these people to say anything, let alone mention it to the groom.
I usually am a live and let live person. I'm more likely to hand out praise than criticism. However, this Hilton went above and beyond to complicate an otherwise wonderful weekend. Any single thing by itself would not have warranted a bad review, but we were met at several turns by incompetence, indifference and inhospitable treatment.
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