Beautiful hotel, but the staff experience completely ruined our stay.
Our room was not ready past the stated check in time. While waiting, we ordered Uber Eats because we had not eaten all day. Since we booked a suite, we went to the executive lounge, but staff told us we could not eat outside food there, despite everyone around us eating hotel provided food and snacks.
What made it worse was how it was handled. We were told we could either eat hidden behind a pole next to a trash cart or leave the lounge entirely. Lobby staff repeated the same policy because the food was not purchased from Hilton and then offered us a room for “10 minutes” so we could eat as fast as possible.
We ended up throwing the food away and avoided the executive lounge for the rest of the trip, even though it was included with our suite.
To make matters worse, while rushing out at checkout we accidentally left an expensive jacket and hat behind. The hotel has completely ignored every attempt to contact them about whether the items were found.
Beautiful property. Terrible hospitality and customer service. Completely opposite of every other Hilton experience I have had. We will not return.
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