Customer service is dead. Ants in hotel room crawling next to my daughter’s crib. No apology. Said “don’t leave food out”. We literally checked in 12 hours prior. My wife swaps room while I’m out for the day. Come back and my wife and 4 month old daughter had been sitting in the new room where it’s 76 degrees and both sweating. Walk to front desk, explain the issue. They send engineer who tells me the AC is blowing 62-63 degrees. He says it’ll cool down as the sun sets and this is how every room is. Take my family to our friend’s room down the hall, 68 degrees no problem. I go back down to the front desk. They spend 10 minutes looking for a room and finally found one. I just spent the last 30 minutes swapping for a 3rd time. Not once throughout any of these interactions did a staff member apologize. I did not make a fuss, I did not ask for a discount, I did not show anger in any way. Just worked with their front desk to find a solution. I may sound like a whiny piece of shit but if you pay a couple hundred dollars a night and have to swap rooms three times, all I’m asking is for a “hey, that’s our bad”. Not a single apology. Train your staff better. @HiltonHonors
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