Should have seen the look on the man's face when I saw in when he opened the door. I came down to the front desk very distraught requesting a new room. Lisa Medina rebooked me into a new room that smelled completely like cigarette smoke. Very frustrated at this point, I called down to request yet another room when Lisa Medina said she suggested I change hotels.
This is not the customer experience I expect from a Hilton. Rooms are very dated, dirty, and make you feel grungy. Will not come back. Allow me to apologize for the experience you had during your recent stay. Please be aware that we do not condone nor promote any illegal activity on our premises.
I am aware that you spoke to our Front Office Manager, and she too apologized for the inconvenience. We do take your comments and critique very seriously and will review with our team. Again, thank you for your comments. We sincerely hope that you will give us and Hilton Brand family a second opportunity to better serve your future travel needs. If there is anything else I can do, please feel free to contact me directly at the hotel.
