When lost our family home due to a house fire I made the mistake of trusting this hotel for a local extended stay. Two teenage daughters a wife and I all starting over with nothing but the clothes on our backs chose the Hilton brand in our time of despair. A brand I choose over 200 nights a year for work and a brand we chose for a family trip to Mexico in November of 2022. I booked the first 10 days on my Hilton app. myself thinking “I’m not just going to any hotel…I’m booking with Hilton” I had to undergo foot surgery for an injury sustained in the house fire and this hotel fails on accessibility. Early in the 21 day stay the renovations/issues were somewhat tolerable as it was obvious that the hotel is undergoing a renovation. But shortly lack of parking security lighting, broken ice machines, broken elevators and only offering laundry only on the 5th floor made this stay very frustrating and challenging on crutches. By the end of the 3rd week we began to achieve some rhythm of “normal” life as the kids were back in school my wife and I were each on track to complete a full week of work. But all that changed as I was locked out of the room today at noon only to find that my family and the handful of items we had replaced in the past three weeks were all expected depart the room ASAP. I believed the reservation to be 11 days away on June 1st when we move into our rental house. “Nope… the temp housing agency never sent the right paperwork and we sold the room” was the response I got at the front desk. Unbelievable I thought as I had to cart 10 loads of stuff with a broken foot up two flights with sporadic elevator availability because of incorrect paperwork! Youngest daughter and wife both raced back hotel having left work and school early. As soon as we can get in competitor’s extended stay we are done with Hilton entirely. I am angry that I supported this brand at the highest level for decades and it has let me down in such epic fashion in my family’s greatest time of need. Staff were cold and rude as they offered shallow apologies but no help or solutions. The clearly incompetent General Manager actually required I hobble the 200 yards back to the room on crutches to get a form of payment before he would give us the new room keys for the 2 new rooms we were bumped to from our previous 2 bedroom suite. Upon my return he told me they had sorted out payment with insurance/agency. Unless you have lived through the loss of everything in a house fire it is difficult to explain how challenging every day life can become after a fire. We have now been further displaced and divided by this hotel’s thoughtless leadership.
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