The hotel is great. Good location and great views. Unfortunately, due to some major customer service and management faults I will probably not visit this hotel again.
The exterior of the hotel is being painted (10/2019). We were told about it only during check in. When I booked the room the web site had no indication about the painting nor I was given any notice via email about it. These days the hotel website has a big red notice, I assume it was added after I made my reservation. It was shame that we needed to close the room curtains in the morning in order to have privacy.
When I made the reservation I added extra money and choose to have breakfast in the hotel. During check-in we got 2 vouchers for breakfast. We had a great and delicious breakfast but as we handed over the vouchers we have found out that the voucher were worth 10$ each and we had to pay for the extra. I went to the front desk and they said that the hotel never gives complimentary breakfast even if one pays for it as part of the reservation which has an explicit indication that “breakfast is included”. The front desk guy even admitted that the web site is misleading. The hotel refused to refund me for the extra dollars I paid on top of the 10$ voucher and suggested to reach out to Hilton customer service.
I reached out to Hilton customer service, they were very responsive but couldn’t really help. They contacted the hotel and ask to talk with the manager who wasn’t available. They asked the manager to contact me directly. I am still waiting for his call. I reached out to Hilton customer service again and they suggested again that I will call back to the hotel.
It was only few bucks but it could be much more. I am feeling that the hotel management doesn’t care about its guests.
