6/10 Okay
Tiesha
Traveled with family and small children
Aug 26, 2025
Liked: Property conditions & facilities
I recently completed a three-night stay and had booked a room specifically with a bathtub. Upon arrival, I was told the room with the bathtub was out of order and the others were taken. The young lady who’s name starts with a J(I can’t remember how to spell it) was so kind and tried to get us partial credit or points for the inconvenience, but the manager(Maria) later said this wasn't possible due to booking via a 3rd party website(Orbitz).
I was very cordial and did not give any pushback as I needed to read the policies. I’ve reviewed the policies and found no restriction against compensation or rewards for third-party bookings(also considering that I am a Hilton Honors member). Additionally, the room was not thoroughly cleaned and we had to wipe down surfaces, including the dishwasher.
Given that a key amenity was unavailable and the room was not properly prepared, I’m requesting a partial refund or hotel credit/points as a resolution, which something I’ve never done at any hotel.
Even though Maria was not rude, I explained that we booked the room with the bathtub amenity because it was my mothers birthday, but she didn’t seem to truly want to compensate for the inconvenience in anyway as I’m sure she could if she truly wanted to.
I was not able to think of any justification as to why the last room with a bathtub was not reserved and our room be given to whom ever came previously. I hope management makes a mend.
On the brighter side, the hotel was very nice overall.
Tiesha
Stayed 3 nights in Aug 2025
