Checked in on a very late Fri. night to be greeted with a sea full of people outside and in the lobby/front desk area. Music was extremely loud. The front personnel and I had to shout just to hear each other. When asked what's going on, he said that the Hotel has a club - which is right across from the front desk. I asked if its always like this, he says "yes", especially on the weekends. Like tonight.
Got to the hall where the room was, doors were filthy and sticky & the wallpaper was peeling off the walls. Got to our room, not so fresh a smell. TV remote didn't work, they had to exchange it twice. Bathroom tissue sitting back of toilet, no toilet tissue holder. Took shower in ankle deep water because the tub drain was clogged. Very uncomfortable night.
Went to front desk, no mgr., told me to contact the day mgr in the morn. Next morning, told the mgr. of my concerns, asked to be moved to another HIlton (Hilton Garden about 5 miles down). Was told because I purchased through Hotwire, they could not oblige. They were able to move me to another room on another floor.
Got to that room late in the eve. because of being out all day. Even the wallpaper on that floor was coming off. Got in the room, fresher smell, cleaner look. As we were just settling in, we noticed something crawling on the wall, it was a roach. Went back to the front desk w/the killed roach. They had to get the mgr out from the nightclub .Told her my concerns, then I got the Hotwire speech that her hands were tied because I bought through a third party. But she did offer me...get this...a breakfast coupon, then had the nerve to tout how good their breakfast is inside the restaurant! Totally insulting. I asked her if there wasn't anything else that could be done to rectify like a refund or 2 nights complimentary to another HIlton? Reluctantly, and I do mean reluctantly, she agreed to 1 night on them at that hotel, I said, I spent 2 nights, plus, I don't know if I'll ever be coming back to the Cleveland area, for what reason? What about the breakfast offer for me to use tomorrow morning? She said either breakfast or the one night.
She then told me to pick up something from the front desk to confirm at checkout. She was rushing me and appeared so glad to get back inside the club. She left an no surprise, went back inside the club. Total turn off- she seemed so ready to get back into the club to mingle. Customer service from everyone else was ok - but that mgr needs to be checked on how to give customer satisfaction. The Corporate Hilton Office really needs to go in as a mystery shopper to see how that HIlton is run.