Hilton Hotels
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Grimey and worn out
I wrote this email to the Blue Lagoon Miami manager, then included their specified complaints person, Christopher Nassetta, in customer complaints a week later and the complaints department a week after that and have had no reply. after nearly 4 weeks. Dear ******* My family and I stayed at your hotel in room 550, on Friday 14th April 2023, for one day before our cruise. We chose Hilton over and AirB&B as the other members in our group due to the level of quality that goes with the stay at Hilton and I did not want to risk ending up in a substandard accommodation after a 10 hour flight with 2 little children. We paid for a suite for 4 people and pre-booked a crib. When we arrived, we were shocked at the quality and facilities of the room. I have stayed and worked in Hilton Hotels throughout Europe on several occasions, and this is nowhere near the standards of any Hilton Hotel I have been to before. I immediately asked if we could change room but was told that the hotel was full and that the sofa bed mattresses are the same in each room regardless. The issues we had are listed here with photos attached. The second bed was a pull-out couch and there was no crib. The couch mattress was completely worn. It was so old, that you could feel every spring and had sharp bits of metal poking off the frame. It was also dirty, with cigarette burns and when I brought this to Reception’s attention, they told me this is what we paid for! There were blood stains on the pillow! Room service came and apologised, and it took another 20 minutes for them to replace the pillows. Electric sockets were hanging out of the wall, leaving live electric cables exposed. We had to barricade areas of the room from our 2 young children. The room was dirty. There was hair on the floor in the shower. The pull-out mattress, window nets and multiple pillowcases were stained. Our baby spilt water on the floor and we soaked it up with a towel and the towel turned bright beige, and not through colour leakage from the carpet, it was dirt! The balcony area had a 3ft square hole in the insect screen, which is essential, being a waterside hotel. I did not see the hole until I walked out onto the balcony and by then it was too late. There were hundreds of flies, a few of which flew straight into our room. The crib, for our 1-year-old baby, did not turn up for one and a half hours after arrival, even though we explained we had been travelling since 1am Florida time. I work in environmental health and in the UK, I would report this room to the Health and Safety Executive. I stay in the US every year and have stayed in cleaner, better equipped and more comfortable motels for a fraction of the cost. We had a very uncomfortable night as the pull-out was not fit for purpose, and we all squeezed into one bed. All 4 of us! Everything was dirty and stained. We were all bitten by insects and were having to constantly keep the children away from exposed electric cables and dirty areas. This is absolute disgusting, and I cannot believe we experienced this in Hilton. The rest of our group who stayed in an Air B&B and paid $100 for the night had a completely lovely, clean and fully functioning apartment. How do you justify charging $474 plus taxes for a room that would not receive even 1 star if you had an inspection in the room we stayed in? Following our stay we came to the check-out desk and asked to speak with a manager but where told that there was no manager available. I was given your card and was told to email you. I would now like you to investigate how a room in that state could be approved for use and expect a reply with an offer of refund. Regards In my experience, and a lot of others writing these reviews, Hilton's standards has fallen hugely over the last few years and if you do have a problem, the management actively avoid you and customer service and their specified complaints person, Christopher Nassetta, do not reply in anyway. Even when you supply the photos! I wish I could show the photos on here as they would make your toes curl.