下载App
资质规则
旅行
账户
kel3420
Perfect visit
卡温顿曼德维尔希尔顿花园酒店的点评
点评：This is going to be long, so buckle up. This visit was simply not up to Hilton standards. According to all the recent reviews I read this morning, most others agree. I only wish I had read these before we left. Having been to this hotel many times, I didn’t think I needed to.
My husband and I have been going to Covington, LA for almost 9 years, 2-3x a year. Being Hilton Diamond members, we have usually stayed at one of the three Hilton options in Covington. One that we stayed at, right down the street from The Garden Inn closed years ago. Currently, we have the choice of the Garden Inn (indoor pool) or the Hampton Inn (outdoor pool and free breakfast). One of our stays I left a 5* review for Garden Inn, on 2/13/2020 on Trip Advisor.
Depending on weather is how we decide which Hilton to stay at. We initially booked Hampton due to two other people joining us, the free breakfast buffet option and all intentions of using the outdoor pool daily. Later, when we received an email with a Hilton promo of free breakfast and the weather reporting rain most of our trip, I TRIPLE checked that Garden Inn was included in the list of hotels offering this promotion. I booked using points, through the promotion link on the Hilton website. It 100% allowed me to book this promotion using points. There is literally a box to check to use points when booking this promotion. This is important later.
We arrived in Covington earlier than expected and attempted to see if we could check in early. I mentioned to my husband right before walking in, to verify with the clerk that breakfast was included, so as to not run into portfolio discrepancies later. As we all know, that can be a major pain to deal with.
We were able to check into our two rooms early. My husband asked to verify that both rooms were on the free breakfast promo. The clerk said no, and that we were unable to get free breakfast because we booked on points. My husband explained we weren’t inquiring because of the Diamond breakfast benefits but we booked on a Hilton free breakfast promo. Again, we were told no. My husband requested to speak to a manager. The exact response from the clerk…”NO”. My husband just looked at him and said “you won’t call a manager? The clerk just shook his head. Before anything more was said, I interrupted and said we would call Hilton Corporate. We have rarely asked for a manager anywhere, restaurant, retail, hotels, wherever. But when we have, we have NEVER been told “NO”. Perhaps “HeShe isn’t available right now”, but not one time have we been told “no”. Wow.
Once in our room, we did call Corporate. Their promo is definitely deceptive advertising. I won’t go into the details on that conversation but in the end, the representative offered us $10 per person, per day for food credit. Fine, we are on vacation, any hassle with the hotel is the last thing we want to deal with. We go to our rooms to unpack. This is the point, where I turned to my husband and say “this hotel is under different management or has new owners”. Before, it was clean, in good repair, and every employee was helpful and personable. The cabinet that holds the fridge, was broken and missing actual wood pieces. The carpet was filthy and in one place sticky. Our young grandchildren were going to visit us and I made a mental note to insist they wear socks. There was a large section of missing grout on the bathroom floor. Things had definitely changed in this hotel. The pillows are absolute garbage and all of them should have been thrown out a LONG time ago. More things not to Hilton standards.
When we went down to breakfast the next morning, there was no buffet. It was ‘order off the menu’ only. I have included a photo of the buffet still being shown in the official hotel’s website. The very sweet waitress told us the hotel had new owners but the buffet being taken out was a corporate decision. I usually just order coffee and the fruit from the buffet. Instead, I ordered eggs, ‘over medium’ with bacon. The eggs all came out nowhere close to ‘over easy’, much less ‘over medium’. The bacon was thin and not fully cooked. I was unable to eat that, but one of my guests willingly took it from me. The waitress asked me if everything was okay and I said it was fine, I can’t eat eggs like that. She had never heard of ‘over medium’. One more issue, but not a big one. We will eat breakfast elsewhere the rest of our trip and use our daily credits at the food pantry
Other small issues that just added up:
Twice, the coffee that the hotel puts out for guests in the lobby, was cold. Do you know how long it takes for that coffee to get cold? The fact that no one checks on that for 7-12 hours is puzzling. That’s an entire work shift.
The public lobby bathroom is given minimal, if any, attention. The garbage was always overflowing. The toilet paper isn’t put on the actual roll, it’s just laid on the holder as shown in one photo. That is pure and simple laziness. A large floor cone stating “floor is wet“ was in front of the bathrooms the entire time we were there. The floor was never wet.
The pool was closed for several days. We talked with other guests who were very unhappy and had booked the hotel solely for the pool. We did have an interesting incident regarding the pool. One afternoon we decided to all meet at the pool. I went directly there from the lobby while the other three people went to the rooms first. When they walked into the pool, my husband asked me “why are you in here?” I just laughed and said I was waiting for them. He says to me “you didn’t see the “pool closed” sign on the door?” I had not but had noticed the filter wasn’t running and the water was cloudy. There are two entrances to the pool, one from inside the hotel, that had the closed sign, and a gate outside the pool, where there was no sign. If the pool was supposed to be closed, wouldn’t you think they would have locked both entrances and not just put a sign on one? We inquired if we could use Hampton’s Inns Pool and were told “no”. I have been at the Hamptons pool when locals, not staying at the hotel came in and used the pool. But us as paying Hilton guests, doing things properly, were not allowed to. Interesting.
The pool did open on Monday. We had a lovely time. Until we went to grab towels and use the bathrooms. The pictures I have included show the mold in the woman’s bathroom, the filth and no paper towels or toilet paper. 1000% a health hazard. One of us went to the front desk to get more supplies and was told he (the clerk) couldn’t leave the desk to go to the pool and why did we need toilet paper? When we said it was for the pool bathroom, he just laughed and said “I didn’t even know there were bathrooms in the pool”. We brought the toilet paper and towels back ourselves and put the supplies where needed. A maintenance man came in during our time at the pool and opened a sensor that was on the wall, mere feet from the pool. All kinds of debris fell out of it onto the ground where my grandchildren were walking around barefoot. He didn’t clean it up. He left it there and walked out. There were also numerous wasp nests on the ceiling. I have posted videos of both issues. More items not up to Hilton standards.
Housekeeping. Our rooms were never made up or supplies replenished, even after requesting it from the housekeepers we met in the hallways. We weren’t told that we would not be receiving service, nor was there any type of correspondence in the room regarding this. We went on Hiltons website to learn of the new policies. The website instructs you to ask. We asked. No service.
Twice, during this trip, I asked the front desk to speak to a manager on duty or an owner and was told “no one was on site”. I knew before check out we would have portfolio problems. I just knew. And we did.
The credits we were supposed to have daily, were not given appropriately. The clerk said she could not fix this issue and only a manager could, and that again, one was not on site. On a Tuesday morning. In the past, whenever we have had a rare billing issue with Hilton, the clerk has ALWAYS been able to fix it on the spot. Not so here.
My husband called after we arrived home to get this small monetary issue cleared up and was told a manger would call him back. No call. He called again. No call. He called yesterday and was told again, he could expect a call back. When he asked when, he was told “sometime this week”. We have already been home for a week. He then said he wanted to talk to the managers manager. He and the clerk went back and forth for awhile. He kept getting put on hold before he was transferred. The clerk didn’t come on to tell him beforehand who she was transferring him to. He was just transferred and got the voicemail of the Director of Sales. Lisa did call my husband, and she was helpful and friendly. We received the updated portfolios later that day. Upon reviewing the new portfolios, there is still a $20 credit missing. My husband sent her an email, thanking her and pointing out this discrepancy. She tried to fix this and yet again, it wasn’t correct. I expect this to be finally fixed today. Third time is the charm, right?
One, two, even five issues, I could just disregard. But the entire experience from beginning to end was just bad. I cannot in good conscience recommend this hotel. I was told the new owners will be remodeling, so fingers crossed they can bring both the physical property and employee attitudes back to Hilton standards. Because currently, it’s pretty bad. I am seriously considering changing hotel brands when we travel, even after being Hilton Diamond for many years.
I am going to assume that the hotel manager or an owner will respond to this. My first question to them is, where have you been for two weeks?
My husband and I have been going to Covington, LA for almost 9 years, 2-3x a year. Being Hilton Diamond members, we have usually stayed at one of the three Hilton options in Covington. One that we stayed at, right down the street from The Garden Inn closed years ago. Currently, we have the choice of the Garden Inn (indoor pool) or the Hampton Inn (outdoor pool and free breakfast). One of our stays I left a 5* review for Garden Inn, on 2/13/2020 on Trip Advisor.
Depending on weather is how we decide which Hilton to stay at. We initially booked Hampton due to two other people joining us, the free breakfast buffet option and all intentions of using the outdoor pool daily. Later, when we received an email with a Hilton promo of free breakfast and the weather reporting rain most of our trip, I TRIPLE checked that Garden Inn was included in the list of hotels offering this promotion. I booked using points, through the promotion link on the Hilton website. It 100% allowed me to book this promotion using points. There is literally a box to check to use points when booking this promotion. This is important later.
We arrived in Covington earlier than expected and attempted to see if we could check in early. I mentioned to my husband right before walking in, to verify with the clerk that breakfast was included, so as to not run into portfolio discrepancies later. As we all know, that can be a major pain to deal with.
We were able to check into our two rooms early. My husband asked to verify that both rooms were on the free breakfast promo. The clerk said no, and that we were unable to get free breakfast because we booked on points. My husband explained we weren’t inquiring because of the Diamond breakfast benefits but we booked on a Hilton free breakfast promo. Again, we were told no. My husband requested to speak to a manager. The exact response from the clerk…”NO”. My husband just looked at him and said “you won’t call a manager? The clerk just shook his head. Before anything more was said, I interrupted and said we would call Hilton Corporate. We have rarely asked for a manager anywhere, restaurant, retail, hotels, wherever. But when we have, we have NEVER been told “NO”. Perhaps “HeShe isn’t available right now”, but not one time have we been told “no”. Wow.
Once in our room, we did call Corporate. Their promo is definitely deceptive advertising. I won’t go into the details on that conversation but in the end, the representative offered us $10 per person, per day for food credit. Fine, we are on vacation, any hassle with the hotel is the last thing we want to deal with. We go to our rooms to unpack. This is the point, where I turned to my husband and say “this hotel is under different management or has new owners”. Before, it was clean, in good repair, and every employee was helpful and personable. The cabinet that holds the fridge, was broken and missing actual wood pieces. The carpet was filthy and in one place sticky. Our young grandchildren were going to visit us and I made a mental note to insist they wear socks. There was a large section of missing grout on the bathroom floor. Things had definitely changed in this hotel. The pillows are absolute garbage and all of them should have been thrown out a LONG time ago. More things not to Hilton standards.
When we went down to breakfast the next morning, there was no buffet. It was ‘order off the menu’ only. I have included a photo of the buffet still being shown in the official hotel’s website. The very sweet waitress told us the hotel had new owners but the buffet being taken out was a corporate decision. I usually just order coffee and the fruit from the buffet. Instead, I ordered eggs, ‘over medium’ with bacon. The eggs all came out nowhere close to ‘over easy’, much less ‘over medium’. The bacon was thin and not fully cooked. I was unable to eat that, but one of my guests willingly took it from me. The waitress asked me if everything was okay and I said it was fine, I can’t eat eggs like that. She had never heard of ‘over medium’. One more issue, but not a big one. We will eat breakfast elsewhere the rest of our trip and use our daily credits at the food pantry
Other small issues that just added up:
Twice, the coffee that the hotel puts out for guests in the lobby, was cold. Do you know how long it takes for that coffee to get cold? The fact that no one checks on that for 7-12 hours is puzzling. That’s an entire work shift.
The public lobby bathroom is given minimal, if any, attention. The garbage was always overflowing. The toilet paper isn’t put on the actual roll, it’s just laid on the holder as shown in one photo. That is pure and simple laziness. A large floor cone stating “floor is wet“ was in front of the bathrooms the entire time we were there. The floor was never wet.
The pool was closed for several days. We talked with other guests who were very unhappy and had booked the hotel solely for the pool. We did have an interesting incident regarding the pool. One afternoon we decided to all meet at the pool. I went directly there from the lobby while the other three people went to the rooms first. When they walked into the pool, my husband asked me “why are you in here?” I just laughed and said I was waiting for them. He says to me “you didn’t see the “pool closed” sign on the door?” I had not but had noticed the filter wasn’t running and the water was cloudy. There are two entrances to the pool, one from inside the hotel, that had the closed sign, and a gate outside the pool, where there was no sign. If the pool was supposed to be closed, wouldn’t you think they would have locked both entrances and not just put a sign on one? We inquired if we could use Hampton’s Inns Pool and were told “no”. I have been at the Hamptons pool when locals, not staying at the hotel came in and used the pool. But us as paying Hilton guests, doing things properly, were not allowed to. Interesting.
The pool did open on Monday. We had a lovely time. Until we went to grab towels and use the bathrooms. The pictures I have included show the mold in the woman’s bathroom, the filth and no paper towels or toilet paper. 1000% a health hazard. One of us went to the front desk to get more supplies and was told he (the clerk) couldn’t leave the desk to go to the pool and why did we need toilet paper? When we said it was for the pool bathroom, he just laughed and said “I didn’t even know there were bathrooms in the pool”. We brought the toilet paper and towels back ourselves and put the supplies where needed. A maintenance man came in during our time at the pool and opened a sensor that was on the wall, mere feet from the pool. All kinds of debris fell out of it onto the ground where my grandchildren were walking around barefoot. He didn’t clean it up. He left it there and walked out. There were also numerous wasp nests on the ceiling. I have posted videos of both issues. More items not up to Hilton standards.
Housekeeping. Our rooms were never made up or supplies replenished, even after requesting it from the housekeepers we met in the hallways. We weren’t told that we would not be receiving service, nor was there any type of correspondence in the room regarding this. We went on Hiltons website to learn of the new policies. The website instructs you to ask. We asked. No service.
Twice, during this trip, I asked the front desk to speak to a manager on duty or an owner and was told “no one was on site”. I knew before check out we would have portfolio problems. I just knew. And we did.
The credits we were supposed to have daily, were not given appropriately. The clerk said she could not fix this issue and only a manager could, and that again, one was not on site. On a Tuesday morning. In the past, whenever we have had a rare billing issue with Hilton, the clerk has ALWAYS been able to fix it on the spot. Not so here.
My husband called after we arrived home to get this small monetary issue cleared up and was told a manger would call him back. No call. He called again. No call. He called yesterday and was told again, he could expect a call back. When he asked when, he was told “sometime this week”. We have already been home for a week. He then said he wanted to talk to the managers manager. He and the clerk went back and forth for awhile. He kept getting put on hold before he was transferred. The clerk didn’t come on to tell him beforehand who she was transferring him to. He was just transferred and got the voicemail of the Director of Sales. Lisa did call my husband, and she was helpful and friendly. We received the updated portfolios later that day. Upon reviewing the new portfolios, there is still a $20 credit missing. My husband sent her an email, thanking her and pointing out this discrepancy. She tried to fix this and yet again, it wasn’t correct. I expect this to be finally fixed today. Third time is the charm, right?
One, two, even five issues, I could just disregard. But the entire experience from beginning to end was just bad. I cannot in good conscience recommend this hotel. I was told the new owners will be remodeling, so fingers crossed they can bring both the physical property and employee attitudes back to Hilton standards. Because currently, it’s pretty bad. I am seriously considering changing hotel brands when we travel, even after being Hilton Diamond for many years.
I am going to assume that the hotel manager or an owner will respond to this. My first question to them is, where have you been for two weeks?
翻译：这会很长，所以系好安全带。这次入住根本达不到希尔顿的标准。根据我今天早上读到的所有最新评论，大多数人都同意我的观点。真希望在离开之前读到这些评论。我去过这家酒店很多次了，觉得没必要读。
我和我丈夫已经去路易斯安那州的科文顿快9年了，每年两三次。作为希尔顿钻石会员，我们通常会选择科文顿的三家希尔顿酒店之一。我们住的那家就在几年前关门的花园酒店（Garden Inn）街对面。目前，我们可以选择花园酒店（室内泳池）或汉普顿酒店（室外泳池和免费早餐）。其中一次入住，我在2020年2月13日在猫途鹰（TripAdvisor）上给花园酒店留下了五星好评。
我们决定住哪家希尔顿酒店取决于天气。我们最初预订汉普顿是因为还有另外两个人和我们一起，而且有免费自助早餐，而且我们打算每天都使用室外泳池。后来，我们收到一封电子邮件，里面有希尔顿提供免费早餐的促销活动，而且天气预报说我们行程大部分时间都在下雨，于是我们三次确认花园酒店是否在提供此促销活动的酒店名单中。我通过希尔顿网站上的促销链接，使用积分预订了房间。我完全同意使用积分预订。预订此促销活动时，确实有一个选项可以勾选使用积分。这一点在之后很重要。
我们比预期提前到达了卡温顿，想看看是否可以提前入住。入住前我跟丈夫说，要跟店员确认一下早餐是否包含在内，以免之后出现组合差异。众所周知，这可是个麻烦事。
我们提前入住了两间客房。我丈夫要求确认两间客房是否都在免费早餐促销活动中。店员说没有，因为我们是用积分预订的，所以无法享受免费早餐。我丈夫解释说，我们之所以不问这个问题，是因为钻石级的早餐优惠，但我们预订的是希尔顿的免费早餐促销活动。我们又一次被拒绝了。我丈夫要求和经理谈话。店员的确切回答是……“不行”。我丈夫只是看着他，说：“你不叫经理吗？” 接待员只是摇了摇头。还没等他们说什么，我就打断了他，说我们会给希尔顿酒店集团打电话。我们很少在任何地方要求经理，无论是餐厅、零售店还是酒店，哪里都行。但即使我们要求，也从来没有被拒绝过。也许会说“他/她现在不在”，但我们一次也没有被拒绝过。哇。
进房间后，我们确实给酒店集团打电话了。他们的宣传绝对是欺骗性的广告。我不想详细谈论那次谈话，但最后，酒店代表提出给我们每人每天10美元的餐饮抵用金。好吧，我们正在度假，任何与酒店相关的麻烦都是我们最不想遇到的。我们回到房间收拾行李。就在这时，我转过身对丈夫说：“这家酒店要么换了管理层，要么换了新老板。” 以前，酒店很干净，维护得很好，每个员工都很乐于助人，也很有礼貌。放冰箱的柜子坏了。缺少真正的木块。地毯很脏，有一处还黏糊糊的。我们年幼的孙辈要来看我们，我暗暗提醒他们一定要穿袜子。浴室地板上一大片水泥浆都掉了。这家酒店真是变了。枕头简直是垃圾，早就应该全部扔掉了。真是不符合希尔顿的标准。
第二天早上我们下楼吃早餐时，没有自助餐。只能“点菜单上的菜”。我附上了一张自助餐的照片，它仍然在酒店的官方网站上展示。非常友好的女服务员告诉我们，酒店换了老板，但取消自助餐是公司决定。我通常只点自助餐里的咖啡和水果。这次我点的是鸡蛋，五分熟，配培根。鸡蛋煎得一点都不像“两面煎”，更别说“五分熟”了。培根很薄，而且没完全煎熟。我吃不下，但我的一位客人主动从我手里接过。女服务员问我是否一切都很好，我说没事，我不能吃那样的鸡蛋。她从来没听说过“半熟”这个词。还有一个问题，但不算大。我们接下来的旅程会在其他地方吃早餐，并在食品储藏室使用我们的每日积分。
其他一些小问题，慢慢累积起来：
酒店在大堂为客人提供的咖啡有两次是凉的。你知道那咖啡要多久才能凉吗？7-12个小时都没人检查，真是令人费解。这可是一整个班次啊。
大堂的公共洗手间几乎没有人关注过。垃圾总是溢出来。卫生纸不是放在卷筒上，而是像照片里那样放在纸架上。这纯粹是懒惰的表现。我们入住期间，浴室门前一直放着一个写着“地板湿了”的大型地砖。地板从来没湿过。
泳池关闭了好几天。我们和其他客人聊了聊，他们非常不满意，预订酒店就是为了泳池。关于泳池，我们确实发生了一件有趣的事情。一天下午，我们决定在泳池边集合。我从大堂直接去了泳池边，其他三个人先去了房间。他们走进泳池时，我丈夫问我：“你们怎么会在这里？”我笑着说我在等他们。他问我：“你没看到门上‘泳池关闭’的标志吗？”我没看到，但注意到过滤器没开，水也很浑浊。泳池有两个入口，一个在酒店内部，挂着“关闭”的标志；另一个在泳池外面，没有标志。如果泳池真的关闭了，你觉得他们会把两个入口都锁上，而不是只挂一个标志吗？我们询问是否可以使用汉普顿酒店的泳池，却被告知“不行”。我曾经去过汉普顿酒店的泳池，当时一些当地人（虽然不是酒店住客）进来使用了泳池。但我们作为希尔顿酒店的付费客人，行为规范，却被禁止使用。真有意思。
泳池周一确实开放了。我们玩得很开心。直到我们去拿毛巾去洗手间。我附上的照片显示，女洗手间里霉菌丛生，污秽不堪，而且没有纸巾或卫生纸。这绝对是健康隐患。我们中的一个人去前台拿更多用品，却被告知他（前台工作人员）不能离开前台去泳池，为什么我们需要卫生纸？当我们说是泳池洗手间用的卫生纸时，他只是笑着说：“我根本不知道泳池里有洗手间。” 我们自己拿了卫生纸和毛巾回去，并把这些用品放在需要的地方。我们去泳池的时候，一位维修工进来打开了墙上离泳池只有几英尺远的一个传感器。各种碎屑从传感器里掉落到地上，我的孙子们正赤脚走来走去。他没有清理，把传感器留在那里就走了。天花板上还有许多黄蜂窝。我已经上传了这两件事的视频。更多不符合希尔顿标准的项目。
客房服务。我们的房间从未打扫过，用品也从未补充，即使我们向走廊里遇到的客房服务员提出要求后也没有。他们没有告诉我们不会得到服务，房间里也没有任何关于此事的信件。我们访问了希尔顿的网站，了解了新的政策。网站上说要咨询。我们问了，却没有服务。
这次旅行中，我两次要求前台联系值班经理或业主，但被告知“现场没有人”。退房前我就知道我们会遇到投资组合问题。我就是知道。而且我们确实遇到了。
我们每天应该获得的积分没有得到相应的返还。店员说她无法解决这个问题，只有经理才能解决，而且经理又不在现场。而且还是周二早上。过去，每当我们在希尔顿遇到罕见的账单问题时，店员总是能够当场解决。但这里的情况并非如此。
我丈夫回家后打电话来，想解决这个小小的财务问题，被告知经理会给他回电话。没有电话。他又打了一次电话，仍然没有电话。他昨天打了电话，又被告知可能会有回电。当他问具体时间时，经理说“这周某个时候”。我们已经回家一周了。然后他说他想和经理谈谈。他和店员来回交涉了一段时间。他一直被搁置，直到被转接。店员事先并没有告诉他要转给谁。他只是被转接了，然后接到了销售总监的语音留言。 Lisa确实给我丈夫打了电话，她很热心也很友好。当天晚些时候，我们收到了更新后的资料。查看了新的资料后，发现还有20美元的抵扣额缺失。我丈夫给她发了一封邮件，感谢她并指出了这个差异。她尝试修复这个问题，但还是不行。我希望今天能最终修复。第三次修复应该会很顺利吧？
一个、两个，甚至五个问题，我都可以忽略不计。但从始至终，整个体验都很糟糕。我实在无法良心推荐这家酒店。我听说新老板正在翻新酒店，所以祈祷他们能让酒店设施和员工态度都恢复到希尔顿的标准。因为目前，这家酒店真的很糟糕。即使我已经是希尔顿钻石会员多年了，我也正在认真考虑以后旅行时换酒店。
我想酒店经理或老板会回复这个问题。我首先问他们：这两周你去哪儿了？
我和我丈夫已经去路易斯安那州的科文顿快9年了，每年两三次。作为希尔顿钻石会员，我们通常会选择科文顿的三家希尔顿酒店之一。我们住的那家就在几年前关门的花园酒店（Garden Inn）街对面。目前，我们可以选择花园酒店（室内泳池）或汉普顿酒店（室外泳池和免费早餐）。其中一次入住，我在2020年2月13日在猫途鹰（TripAdvisor）上给花园酒店留下了五星好评。
我们决定住哪家希尔顿酒店取决于天气。我们最初预订汉普顿是因为还有另外两个人和我们一起，而且有免费自助早餐，而且我们打算每天都使用室外泳池。后来，我们收到一封电子邮件，里面有希尔顿提供免费早餐的促销活动，而且天气预报说我们行程大部分时间都在下雨，于是我们三次确认花园酒店是否在提供此促销活动的酒店名单中。我通过希尔顿网站上的促销链接，使用积分预订了房间。我完全同意使用积分预订。预订此促销活动时，确实有一个选项可以勾选使用积分。这一点在之后很重要。
我们比预期提前到达了卡温顿，想看看是否可以提前入住。入住前我跟丈夫说，要跟店员确认一下早餐是否包含在内，以免之后出现组合差异。众所周知，这可是个麻烦事。
我们提前入住了两间客房。我丈夫要求确认两间客房是否都在免费早餐促销活动中。店员说没有，因为我们是用积分预订的，所以无法享受免费早餐。我丈夫解释说，我们之所以不问这个问题，是因为钻石级的早餐优惠，但我们预订的是希尔顿的免费早餐促销活动。我们又一次被拒绝了。我丈夫要求和经理谈话。店员的确切回答是……“不行”。我丈夫只是看着他，说：“你不叫经理吗？” 接待员只是摇了摇头。还没等他们说什么，我就打断了他，说我们会给希尔顿酒店集团打电话。我们很少在任何地方要求经理，无论是餐厅、零售店还是酒店，哪里都行。但即使我们要求，也从来没有被拒绝过。也许会说“他/她现在不在”，但我们一次也没有被拒绝过。哇。
进房间后，我们确实给酒店集团打电话了。他们的宣传绝对是欺骗性的广告。我不想详细谈论那次谈话，但最后，酒店代表提出给我们每人每天10美元的餐饮抵用金。好吧，我们正在度假，任何与酒店相关的麻烦都是我们最不想遇到的。我们回到房间收拾行李。就在这时，我转过身对丈夫说：“这家酒店要么换了管理层，要么换了新老板。” 以前，酒店很干净，维护得很好，每个员工都很乐于助人，也很有礼貌。放冰箱的柜子坏了。缺少真正的木块。地毯很脏，有一处还黏糊糊的。我们年幼的孙辈要来看我们，我暗暗提醒他们一定要穿袜子。浴室地板上一大片水泥浆都掉了。这家酒店真是变了。枕头简直是垃圾，早就应该全部扔掉了。真是不符合希尔顿的标准。
第二天早上我们下楼吃早餐时，没有自助餐。只能“点菜单上的菜”。我附上了一张自助餐的照片，它仍然在酒店的官方网站上展示。非常友好的女服务员告诉我们，酒店换了老板，但取消自助餐是公司决定。我通常只点自助餐里的咖啡和水果。这次我点的是鸡蛋，五分熟，配培根。鸡蛋煎得一点都不像“两面煎”，更别说“五分熟”了。培根很薄，而且没完全煎熟。我吃不下，但我的一位客人主动从我手里接过。女服务员问我是否一切都很好，我说没事，我不能吃那样的鸡蛋。她从来没听说过“半熟”这个词。还有一个问题，但不算大。我们接下来的旅程会在其他地方吃早餐，并在食品储藏室使用我们的每日积分。
其他一些小问题，慢慢累积起来：
酒店在大堂为客人提供的咖啡有两次是凉的。你知道那咖啡要多久才能凉吗？7-12个小时都没人检查，真是令人费解。这可是一整个班次啊。
大堂的公共洗手间几乎没有人关注过。垃圾总是溢出来。卫生纸不是放在卷筒上，而是像照片里那样放在纸架上。这纯粹是懒惰的表现。我们入住期间，浴室门前一直放着一个写着“地板湿了”的大型地砖。地板从来没湿过。
泳池关闭了好几天。我们和其他客人聊了聊，他们非常不满意，预订酒店就是为了泳池。关于泳池，我们确实发生了一件有趣的事情。一天下午，我们决定在泳池边集合。我从大堂直接去了泳池边，其他三个人先去了房间。他们走进泳池时，我丈夫问我：“你们怎么会在这里？”我笑着说我在等他们。他问我：“你没看到门上‘泳池关闭’的标志吗？”我没看到，但注意到过滤器没开，水也很浑浊。泳池有两个入口，一个在酒店内部，挂着“关闭”的标志；另一个在泳池外面，没有标志。如果泳池真的关闭了，你觉得他们会把两个入口都锁上，而不是只挂一个标志吗？我们询问是否可以使用汉普顿酒店的泳池，却被告知“不行”。我曾经去过汉普顿酒店的泳池，当时一些当地人（虽然不是酒店住客）进来使用了泳池。但我们作为希尔顿酒店的付费客人，行为规范，却被禁止使用。真有意思。
泳池周一确实开放了。我们玩得很开心。直到我们去拿毛巾去洗手间。我附上的照片显示，女洗手间里霉菌丛生，污秽不堪，而且没有纸巾或卫生纸。这绝对是健康隐患。我们中的一个人去前台拿更多用品，却被告知他（前台工作人员）不能离开前台去泳池，为什么我们需要卫生纸？当我们说是泳池洗手间用的卫生纸时，他只是笑着说：“我根本不知道泳池里有洗手间。” 我们自己拿了卫生纸和毛巾回去，并把这些用品放在需要的地方。我们去泳池的时候，一位维修工进来打开了墙上离泳池只有几英尺远的一个传感器。各种碎屑从传感器里掉落到地上，我的孙子们正赤脚走来走去。他没有清理，把传感器留在那里就走了。天花板上还有许多黄蜂窝。我已经上传了这两件事的视频。更多不符合希尔顿标准的项目。
客房服务。我们的房间从未打扫过，用品也从未补充，即使我们向走廊里遇到的客房服务员提出要求后也没有。他们没有告诉我们不会得到服务，房间里也没有任何关于此事的信件。我们访问了希尔顿的网站，了解了新的政策。网站上说要咨询。我们问了，却没有服务。
这次旅行中，我两次要求前台联系值班经理或业主，但被告知“现场没有人”。退房前我就知道我们会遇到投资组合问题。我就是知道。而且我们确实遇到了。
我们每天应该获得的积分没有得到相应的返还。店员说她无法解决这个问题，只有经理才能解决，而且经理又不在现场。而且还是周二早上。过去，每当我们在希尔顿遇到罕见的账单问题时，店员总是能够当场解决。但这里的情况并非如此。
我丈夫回家后打电话来，想解决这个小小的财务问题，被告知经理会给他回电话。没有电话。他又打了一次电话，仍然没有电话。他昨天打了电话，又被告知可能会有回电。当他问具体时间时，经理说“这周某个时候”。我们已经回家一周了。然后他说他想和经理谈谈。他和店员来回交涉了一段时间。他一直被搁置，直到被转接。店员事先并没有告诉他要转给谁。他只是被转接了，然后接到了销售总监的语音留言。 Lisa确实给我丈夫打了电话，她很热心也很友好。当天晚些时候，我们收到了更新后的资料。查看了新的资料后，发现还有20美元的抵扣额缺失。我丈夫给她发了一封邮件，感谢她并指出了这个差异。她尝试修复这个问题，但还是不行。我希望今天能最终修复。第三次修复应该会很顺利吧？
一个、两个，甚至五个问题，我都可以忽略不计。但从始至终，整个体验都很糟糕。我实在无法良心推荐这家酒店。我听说新老板正在翻新酒店，所以祈祷他们能让酒店设施和员工态度都恢复到希尔顿的标准。因为目前，这家酒店真的很糟糕。即使我已经是希尔顿钻石会员多年了，我也正在认真考虑以后旅行时换酒店。
我想酒店经理或老板会回复这个问题。我首先问他们：这两周你去哪儿了？
© 2026 Tripadvisor 版权所有。
部分照片由 VFM Leonardo 提供。
TripAdvisor公司对外部网站的内容一概不负责。优惠价格中不含税和其他费用。
ICP证：沪B2-20200433
沪ICP备20013175号
沪公网安备31010502005427号鹰程信息技术（上海）有限公司
