Iâve been a Hilton Honors member for 19 years, and this was by far the worst experience Iâve had at any Hilton property. Iâve stayed at the Hilton Garden Inn Liberty beforeâeven during the pandemicâand the condition of the hotel was noticeably better then.
I did online check-in and selected room 424. When I arrived, my digital key hadnât arrived, and the front desk told me digital keys werenât working. They gave me a plastic key, which didnât work either. Then the digital key came through, but my phone showed the room was deadbolted from the inside. I went back to the front desk and was reassigned to room 524.
Room 524 was unacceptable. There was a brown stain on the counter, which I wiped up myself. The floor looked like it hadnât been vacuumed. The toilet had hair under the seat, the sink was dirty, and the bed seemed to be hastily pulled togetherâlikely with used sheets. As someone who owns a cleaning business, I can confidently say the room was not properly cleaned or turned down.
This was a major letdown from the quality Iâve come to expect from Hilton. Iâm asking that this be reviewed and addressed, and that appropriate follow-up and compensation be considered.
I would post pictures, but as Iâm trying to attach the pictures to hotels.com, theyâre being flagged as Inappropriate. No worries, the pictures definitely went to Hilton.
