I had previously read the July 4th review of a trip advisor member and was a bit concerned about service at this hotel. However decided it is a Hilton Hotel and kept my reservation. Arrived at the hotel at 11:30 a.m. on August 2nd. Was told that check in is not until 4:00 p.m. Okay but I asked that a room with a view of the water on at least the 5th floor be reserved for us? A view of the water is a request I had made over the phone also. We left and returned around 5:00 p.m. Was told that the room that was "reserved" for us on the 5th floor is still occupied by the previous guest. Given a Room on the 3rd floor - asked again about the view and was told oh yes.. it is a view of the water. Went up to the room to find another guest had checked into the room a short time earlier. Went back down stairs given another room down the hall on the 3rd floor. The room was on the side of the water but one has to stand up and peak through the trees to see the water. Needless to say I was livid. I could not believe a hotel with 243 rooms - many of them facing the water couldn't honor a guest request for a view of the water. I felt the employees had no respect for their customers wishes neither are they able to manage their customers expectations. Total disrespect. After fuming to my husband for about 5 minutes I called Jason (I believe he is the director guest services??) He listened and was quite responsive and quickly provided a suitable solution.
It is unfortunate that the front desk staff do not provide good customer service since the rest of our stay was great. The restaurant staff were excellent and the employees managing the concierge desk at the front were great. It truly is a great hotel and I would surely stay there again. My friends who stayed at other hotels were quite envious of the setting and the fact for a few dollars more they could have stayed at this hotel which has better facilities and is a much nicer hotel than others in the area . The hotel provides shuttle service within a 5 mile radius, it is situated next to a power center (shopping - don't know the name) many good restaurants and is within a 5 mile radius of Concord Mills and a few other malls. Go for it.
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