Good hotel, a few snags.
Posted Sep 12, 2016 on Hotels
I stayed here with my adult daughter for one night during a 3-day drive from Boston to Georgia. The hotel had recently been renovated, and for the most part was comfortable, however there were a few snags: We were traveling with 2 coolers of food given my daughter's very restricted diet. I had been led to believe there was a mini-frig in the room, but once checked in and unpacked, we learned that the frig was not, in fact, a refrigerator - in the renovations they had replaced them with large coolers that looked just like refrigerators! The other snag was that the air conditioning wasn't working in our room, and after having someone from maintenance come check it out, we were told that it was working, it was just on one of those "motion sensor" thermostats, and the room would cool off soon. We went out for the evening, and returned several hours later to a very warm room. It became clear that the a/c was in fact broken, and at 10:30 we were able to move to another room. The staff was very apologetic and helpful at that point, but no offer was made to comp us anything until we checked out the next morning, after having paid cash for a meager continental breakfast, so they couldn't take that "charge" off the bill. Oh well. Otherwise, the beds were comfortable, and the staff was friendly. The location is good if you have transportation to the downtown area, or want to use the hotel shuttle.
Comment from Hotel Management
Oct 17, 2016 by General Manager, Hotel Management
Dear Valued Guest,
Thank you for taking the time to share your feedback regarding your stay. I sincerely apologize for the issues you encountered with the AC unit in your originally assigned room. I am glad to hear the staff did everything they could to resolve the problem, but we like to go above and beyond to ensure our guests are satisfied, and I am sorry that we fell short in this instance. I agree that we should have been proactive in offering breakfast or another amenity to help make it right. We do use our guest feedback as a coaching tool with our staff. We rely on guest feedback to improve our services and accommodations. Thank you again for taking the time to share your experience. We hope that if you are in the area again, you will give us a second chance to provide you with the service and accommodations Hilton is known for.