I hope to never return after giving this place 3 chances. Staff incompetence and apathy, cleanliness, room readiness and communication are the issues.
Issues Experienced
1. Reservation & Cancellation Problem (2025)
I mistakenly booked a non-refundable rate for $1,500 but immediately contacted the hotel (within minutes) to cancel so I could rebook on a refundable rate. The hotel staff did not respond to any of my attempts to communicate, nor Trip's.
2. Cleanliness (2023-2025)
Mystery stains on sheets during every visit, most recent visit I noticed blood stains.
Upon arrival (2023), the bathroom had a wad of hair; wet marks on sheets were present whenever sheets were changed.
3. Room Stock / Service (2025)
As a Junior Suite, which is what I always book, the room lacked basic items: no conditioner, no slippers, no coffee.
The room was not cleaned once when requested through room service.
I had a medical event. According to a stated policy change by Alejandro in 2025, guests must leave the room for basic housekeeping. This seem questionable from an ADA standpoint and for basic decency for guests who are immobile or recovering.
(2023) Room was not ready upon check in, so Alejandro allowed my guest and I to wait a private lobby where we could rehydrate. I mention this encounter because it was the only time, in all three situations, where I felt it was handled well. This level of reciprocation when something goes wrong, was never provided thereafter.
(2024) "Do Not Disturb" signs were ignored on days I explicitly indicated no cleaning was needed.
4. Inability to resolve with staff (2023-2025)
Unfortunately, the front desk staff demonstrated disorganization on every visit! Alejandro promised Hilton Honors points rather than a partial refund for the room not being set with with the bare minimum amenities, and subsequently having to discover what was missing and continually calling them to restock (2025); the next day (a female staff member on 9/23/25 at 12:00 pm) another staff member claimed there was no record of the note.
5. Front Desk & Staff Behavior (2023-2025)
The same female staff member on 9/23/25 said there was nothing she could do asking for all details I had told Alejandro and a separate female staff member the day prior. She showed a lack of active listening by stating that slippers were only given to guests in suites but I had booked a suite and had to remind her of the exact reservation in front of her. She decided to direct her attention to someone else, and by then I had to leave for my flight. So once again, I leave Hilton with nothing resolved.
A specific encounter with Grace raised concerns (2023/2024) she seemed to be complicating matters unnecessarily, gave a confusing explanation about reservation extensions, and was reluctant to provide her name.
