“Reservei quartos no nível executivo especificamente para ter acesso e benefício do lounge executivo. O lounge executivo não foi abastecido ou atendido durante a minha estadia. Sem café da manhã. Sem lanches. Sem bebidas. O nível executivo deve ser de acesso restrito. Não foi. Quando liguei para registrar uma reclamação e pedir um reembolso parcial da tarifa normal do quarto, fui tratado com indiferença. Falei com Chloé. Ela era rude, defensiva e divisiva. Ela constantemente me interrompia enquanto eu tentava explicar minha queixa. Pedi para falar com a supervisora ​​dela e ela disse que era a supervisora ​​líder de plantão. Pedi para falar com o chefe dela. Ela me disse para ligar de volta que ele estava ligado às 14h. Pedi para falar com a gerente do hotel e ela desligou na minha cara. Não importa a política do hotel, ninguém merece ser tratado como Chloe me tratou. Eu nunca fui tão maltratado como eu estava lidando com Chloe. Não é o comportamento que eu esperaria do Hilton ou como um membro “valorizado” do Hilton Honors. A linha de fundo. Comprei e paguei por um quarto premium, mas só obtive qualidade regular. Extremamente desapontado.”

“My husband and I arrived late after getting into town the next morning after the 1st night of our reservation. Because of our extremely late arrival our reservation had been marked as cancelled. Luckily Chloe and Heather at the front desk were able to reinstate the reservation upon our arrival. Their prompt attention to what I feared was going to be a bad situation was exceptional. We were given keys to a room and invited to partake in breakfast if we cared to. We went upstairs to drop our bags in the room to be greeted with the heavy stench of cigarette smoke in what was supposed to be a non-smoking room. We immediately went downstairs and told Chloe about the smoke smell situation. She was very sympathetic, understanding and apologetic She quickly jumped into action and moved us to a different room. The new room was wonderful. It was clean and smelled great with a view overlooking the boardwalk and beautiful fall foliage outside. The new room was clean beyond the standards that we have come to appreciate from the Hilton brand of hotels. It was very well equipped for our remote executive lifestyle. The staff was amazingly friendly, helpful and courteous. They made us feel like we were part of the family. On Sunday morning we had breakfast in the Fountainview lounge. Our server, Tasha, was very friendly and attentive to our table as well as knowledgeable about the local area. On Sunday night, we enjoyed a nightcap at the hotel bar an hour before last call. Our bartenders skillfully created drinks we loved and provided delightful conversation to pass the evening. The last day of our stay, Monday October 31st, the executive lounge host was very accommodating during breakfast and helped us find a quiet place to work and eat. She also located cream cheese for the bagel I wanted to eat when cream cheese was nowhere to be found in the condiments containers. We were extremely impressed by the hospitality at this location. The service and hospitality that we received reminded us why we choose to stay exclusively at Hilton properties. It feels like going home when we travel.”