"Hello,
I’m writing to share concerns about my recent stay, as the experience did not meet the standard I expect from a Hilton property.
First, the condition of the room was unacceptable. There were visible cleanliness issues throughout—marks on the wall, what appeared to be residue in the bathroom, paw prints on the back of the bathroom door, a ring around the bathtub, and stains in the bedroom area. Overall, the room did not appear to have been properly cleaned prior to our arrival.
I attempted to request a room change, but I was told the property was fully booked and no alternatives were available. While I understand occupancy challenges, the condition of the room warranted a better resolution.
In terms of service, the only positive interactions we had were with two gentlemen who drive the golf carts around the property—one older gentleman and another African-American gentleman. Both were kind, helpful, and professional. Unfortunately, the rest of our interactions with staff did not reflect that same level of service.
Additionally, we had paid for breakfast, but at check-in there was no communication or guidance on where or how to access it. The following morning, when I asked about breakfast, I was initially told it was not included. After reviewing my account, I was then told we needed to go to the bar to order. This lack of clear communication was frustrating and avoidable.
I took pictures if you would like to see"
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