Don't ask the staff to work with you
Posted Nov 7, 2016
Great hotel, staff not so much. We went to Groton for my sons graduation from submarine school. He asked if we had an extra bed in our room as he was supposed to be out of his room after graduation. I went to the desk to ask the desk attendant if we could trade out king room for a room with two beds, explaining what our son told us. She said we couldn't because we booked with Expedia. Okay, I get it. Then I asked if we could get a cot and she said "no, cots cannot be put in rooms with king sized beds. " She seemed annoyed that we booked with Expedia and was impatient because another guest arrived at the desk while we were talking. So I thanked her and walked away. When we checked out two days later, she was the clerk on duty. She asked how our stay was. I told her everything was great, but I was unhappy that she wouldn't work with us to get a cot in our room for our son. I said we are a military family and I thought Hilton would try to accommodate us in this situation. We would have gladly paid for the cot rental. She looked at me , surprised, and said "Oh they were supposed to put a cot in your room." I looked at her, surprised, and said "You told me you couldn't put a cot in a room with a king-sized bed". She looked at the room we were in and said, "We could put a cot in that room. You must have spoken with someone else." I told her several things that made her know she was the person I dealt with. She offered me a Starbucks card for the error. I declined.