Good location, bad service
Posted Oct 19, 2016
Facilities were nice, location was great, room was decent except for black grout in shower and some room features were run down - not what we expected for the price. Biggest issue came with food service. The restaurant was packed - a 2 hour wait. Ordered room service at about 8 pm and were told the wait was 1.5 hours, so we went to the bar for an hour. A sickly air freshener odor permeated the bar and facilitated a headache. We returned to the room to see room service just leaving. Food was cold, soggy, only 1/2 of the pizza had the pepperoni we ordered on it, the wine we ordered was not delivered. We sent it back. The issues were blamed on the Saints game. (Hello! The Saints DO play here from time to time, don't they? And you were not prepared because...??) The food finally arrived in decent shape but, again, no wine. It was after 10pm by the time we settled it all and ate a marginal meal. Brekkie the next am had a 45 minute wait, but we ordered anyway. After an hour, we checked out of the hotel without ever seeing the breakfast we ordered-despite the fact that we let them know the issues of the night before. I would expect such service and disrepair in the room from a 3 star property. The Hilton at an exorbitant fee - not so much. Bring your own crackers and shower shoes. Furthermore, Hilton Honors were not "honored" because we booked on Expedia. Very disappointing stay that won't happen again.