Guest User
January 30, 2024
We made a four-day reservation at this hotel that had a four star rating. Because we are Hilton Honors Gold member, we received an automatic upgrade. About an hour before we arrived, we received notice that our upgraded room had been changed due to a "mechanical issue in the room." No problem except the new room was on the first floor. We don't like staying on the first floor for many reasons, so I called the hotel and was told that, because they only have three of this type of room. Ok, let us check out the room on the first floor before we confirm. When we arrived, we went to look at the room and immediately smelled an overwhelming moldy smell. I went back to the front desk and told them about the moldy smell and could we just have a regular room with a King bed. They said they only had one other, a handicap room. I said that was fine. I heard her call someone and gave our room number to that person. When we got up to our room, the housekeeping manager was coming out of our room with a bottle of something in her hand. When we entered our room, we smelled a fresh sweet smell. Awesome. We unpacked and then went out to dinner with family. When we returned later in the evening, we were greeted with.... a mold smell. We also noticed a damp rid box down by the AC unit. Because it was late, we just went to bed. In the middle of the night, my wife awoke with heavy coughing because she has a compromise breathing due to a sever case of COVID a couple of years ago. We got up early and packed up and left. Before leaving I asked to speak to the GM. She was not in but they took my number and told me she would call when she returned later that day. I asked if we could have our room cost refunded but the desk clerk could not authorize that but the GM could. I waited until 3:00 pm that afternoon with no call from the GM. IVcalled the hotel then and asked for the GM. I was told she was running some errands but the front desk manager was in. I spoke with her, explained our situation and asked if she could refund our expenses. She said she didn't have that authority either but she promised to have the GM call me. Fast forward to 5:00 pm and still no call from the GM. So I called Hilton Customer Care explained all of this to the agent there. She put me on hold for quite a while while she attempted to contact the General Manager. Whe she returned, she informed me that she spoke to the GM and that she wasn't going to refund our money, but we wouldn't be penalized for the early checkout. Stay far away from this hotel until they get there mold issues resolved.