From the minute we arrived, the staff at the front desk in the evening was not welcoming or helpful. When we walked into the empty lobby, no one greeted us or even made eye contact, and the man checking us in made us feel like we were annoying him with his short responses. We tried to do the mobile check-in but the app prompted us to see the front desk for the key. The next morning, my mom tried to order room service and they hung up on her. When she called back, the woman on the phone rudely said they were short staffed and wouldn’t be serving breakfast. We understand being short-staffed, but it was no excuse not to be kind and offer alternatives. Honestly, I am surprised by this experience. We’ve never encountered staff like this at any of the Hiltons we’ve stayed at before.
