4/10 Poor
Jacqueline
Travelled with family, Business traveller
23 Oct 2024
Liked: Cleanliness
Disliked: Staff & service
We arrived at the hotel and found out we forgot our luggage with our wallets at home so we had no ID, we spoke to the Assistant Director Kirk and he said “I know its you guys but I can't take the risk and let you in”. We spoke with Hilton support over the phone who helped us generate a digital door ID using our phones and we were able to avoid a 10 hour round trip for an ID. We had our phones, confirmation emails, pictures of our ID’s and Passports, we are Hilton members, and even offered to show him the purchase from our bank account using online banking but the Director didn't give us any other option and it felt like he was being as unhelpful as he possibly could. I tried to reason with him by telling him there has to be another way to identify us but he turned us away and said he spoke with security and they told him not to let us in.
Thank you Hilton support.
In the end, we were able to get into our room but the hassle and lack of customer service was obvious.
Jacqueline
Stayed 2 nights in Oct 2024