Deceitful, overpriced, and no longer customer-focused. Hilton is clearly cutting corners…read more
We recently stayed for two nights (8/28-8/30) at a cost of more than $850, and our experience was incredibly disappointing.
The most frustrating part of our stay was the hotel's questionable parking charge policy. We were charged $15 per day for parking, yet nobody at check-in asked whether we had driven to the hotel, arrived by rideshare, or had been dropped off. No one requested a vehicle description or a license plate number. The charge simply appeared. This felt less like a legitimate parking program and more like a convenient way to tack on extra fees to guests' bills.
Adding to the frustration, the parking lot was largely empty during our stay, and Booking.com advertised free parking when we booked. Charging guests for parking without even confirming they have a vehicle is not just poor customer service, it's deceptive.
The problems didn't stop there. My husband completed a digital check-in, only for us to arrive and learn that our room was not ready. We sat in the parking lot for nearly an hour. When I went inside to inquire, I was confronted by a group of approximately seven teenagers who appeared to have snuck into the hotel and were letting friends in through alternate entrances. We watched security repeatedly escort them out while they screamed profanities and threatened both me and the security staff. When I informed the front desk, I was casually told that these individuals frequently hang around the hotel and Destiny USA.
Ironically, a room became available immediately after I complained, and the front desk admitted that the digital check-in system "doesn't really work well."
Despite paying over $850 for two nights, our room was never serviced. Housekeeping never refreshed the coffee supplies, and we were never offered water at the front desk, a standard courtesy we have come to expect from Hilton.
After my husband completed the post-stay survey and outlined these concerns, it took two days for Fernando, the Front Office Manager, to respond with a generic acknowledgment that they "understood our disappointment" and had "missed the mark." There was no explanation for the parking charges, no accountability, and no meaningful effort to address any of the issues raised.
We have stayed at this property for years, but this visit made it clear that guest experience is no longer a priority. Between the misleading parking charges, poor service, lack of housekeeping, security concerns, and an indifferent management response, this hotel has become a poor value and a poor representation of the Hilton brand.
If you're paying premium prices, look elsewhere. There are plenty of hotels that won't charge you questionable fees and then act as though your concerns are an inconvenience.
