Posted Aug 29, 2016
We were put into a handicapped room, and the shower head couldn't be used from a stationary position without flooding the entire bathroom, which happened numerous times, which I personally cleaned up, on our hands and knees. My wife and I are both over 68 years old but by no means handicapped. Certainly too old to be mopping up the entire bathroom floor on our hands and knees!
I travel for a living and stay at Hilton properties whenever there is one where I'm staying. I informed the manager of this problem the next morning, expecting an apology and a room change. I was very cordial and careful not to allow other customers hear me. At that point I wasn't even upset. Well the manager all but told me that's what I get for booking through Expedia. We were on vacation and had the whole week booked. I am a professional who deals with the public and see the fault being with the manager who failed to take care of us as I would have expected from a Hilton manager. All the other staff were great. As things stand right now, I can't imagine that I will ever stay at another Hilton property, even though I've never had a problem at any other one.
Comment from Hotel Management
Sep 9, 2016 by Hotel General Manager, Hotel Management
I am exceedingly sorry to hear about your experience with our hotel and with our team members. This type of stay is absolutely unacceptable to our standards and I sincerely apologize for the discomforts that you and your wife felt here. I appreciate your feedback and will be addressing your remarks with our team members immediately.