The location was excellent, but unfortunately our five-night stay was one of the worst Hilton experiences we have ever had.
From the moment we checked in, the service fell well below the standard we expect from Hilton. The receptionist was unfriendly and dismissive. We were initially assigned a room with an adjoining door to another occupied room, and the soundproofing was virtually nonexistent. We could clearly hear the guests next door, making it impossible to relax or sleep properly. When we requested a room change, we were bluntly told that the only available option was an accessible room, followed by the astonishing comment, “We don’t have anything to play with at the moment.” That level of attitude and lack of professionalism at check-in was unacceptable.
The room itself was equally disappointing. The bathroom had a persistent unpleasant smell throughout our stay, and the curtains also had a strong musty odour, making the entire room feel unclean.
Housekeeping was extremely inconsistent. The bathroom amenities were frequently not replenished, and despite Hilton’s policy of providing two complimentary bottles of water per room each day, we only received them on the first day. Every subsequent request felt like we were asking for a special favour rather than something we were entitled to as guests.
The bedding was another major issue. After requesting fresh bed sheets and quilt covers, housekeeping replaced them with visibly old, worn linens covered in numerous dirty-looking lumps and stains. When I pointed this out to the housekeeper, she simply replied, “I know.” It was shocking that she was fully aware of their poor condition and still considered them acceptable for guests. That response perfectly reflected the overall lack of care and pride in the hotel’s housekeeping standards.
The entire experience was deeply disappointing. While the location was fantastic, the poor service, unhygienic room conditions, unpleasant odours, and overall lack of attention to basic hospitality completely overshadowed our stay. This was far below the standard we associate with the Hilton brand, and certainly not what we expected when booking a five-night stay
