from Houston, United States
Submitted on 04-07-2016
I am a Diamond member with Hilton, therefore have stayed at numerous Hilton properties in the US and Canada. I always choose Hampton Inn & Suites, since they are reasonably priced, breakfast is included, offer a snack lunch bag, and rooms are large. I usually donā??t write reviews, but the egregious nature of the situation I encountered at this property compels me to do so. I checked in on July 06/27/2016. I was in Milwaukee for work and the kind Front Desk Clerk made an exception and let me...
I am a Diamond member with Hilton, therefore have stayed at numerous Hilton properties in the US and Canada. I always choose Hampton Inn & Suites, since they are reasonably priced, breakfast is included, offer a snack lunch bag, and rooms are large. I usually donā??t write reviews, but the egregious nature of the situation I encountered at this property compels me to do so. I checked in on July 06/27/2016. I was in Milwaukee for work and the kind Front Desk Clerk made an exception and let me check-in early. My room was just like another room at a Hampton Inn; fresh, clean, and recently vacuumed carpet. Upon returning from work on 06/28, I noticed that the maid hadnā??t vacuumed, dusted, only removed some of the dirty towels (on the floor of the bathroom), and changed bed linens (the Coke stain remained on the sheets). I assumed that it was an oversight on the maidā??s part. At home and a hotel, I make sure that the maid is not picking up after me and focusing on cleaning. That night, I went to the lobby to use the microwave. The Front Desk Clerk asked if I would prefer a frig and microwave in my room. I took her up on her offer. As I left for work on 06/29, I checked with the Front Desk Clerk to make sure that there was a request to put a frig and microwave in my room. The Night Clerk did not leave a note for the day shift, but the clerk stated that he would take care of it. When I got back from work, the room had a frig and microwave. However, the maid stuck to her regime as detailed above. I called the Front Desk and my call was transferred to Nick Toecker, Front Desk Manager. Mr. Toecker and I had a lengthy conversation about the maid that had been cleaning my room. He knew who she was and the hotel was planning to transfer her to Laundry. This was being done, because recently she was declared as partially blind. Nick offered 20K Hilton Honorsā?? points and assured me that his General Manager, Alan M. Lorch, and Executive Housekeeper, Trina Smith, would personally conduct an inspection of my room tomorrow. When I returned to my room on 06/30, it was apparent from the condition of the room (spiraling downward fast) that Nick did not follow through. The maid did her normal regiment of cleaning. No inspections were made. If there were, then the inspectors must have been fully blind and inspecting the room without lights. I called the Front Desk to ask why this situation was not fixed as promised by Nick. she asked me to come down and speak directly with the General Manager, who happened to be on the property. When I got to the Front Desk, the Clerk stuck her head into the back office and stated that a maid is in route to my room. She added that the GM was on the phone and would contact me later. Clerk called my room to inform me that a Laundry staff member was coming to vacuum my room, since all the maids had left for the day. At this time, she extended Nickā??s offer of additional 10K Hilton Honorsā?? points deposited to my account. Nick chose to have the Clerk take care of the situation, instead of speaking with me directly. The kind lady from Laundry did her best, but was amazed that this situation had not been taken care of sooner. I asked her if she was aware of a partially blind maid on the staff. She looked puzzled and would not give me answer. I received the same reaction from other staff members thus, confirming my suspicions that no such maid is on staff. Nick or Alan never contacted me. I checked out on 07/01, but decided to look around the common areas and found them filthy. I left the hotel with a grave concern, if I had been exposed to harmful viruses and/or bacteria. It is apparent that the current Management Team spin stories, make empty promises, show blatant disregard to guestsā?? well-being, and offer Hilton points to mask their inability to manage this property according to Hilton standards. When a Management Team lets a situation like this perpetuate for 4 days and does absolutely nothing is reprehensible. The purpose of this review is not to get points, but to inform travelers that this is not a healthy place stay. The current Management Team would rather grant Hilton Honorsā?? points to keep guests from posting negative reviews. I wonder how many points this location has given out this year? Hilton, it only takes one bad appleā?¦