Not a Four Star
This is not a four star hotel, IMO. The customer service is sub-par by any standard. Our stay began with being advised we could not have a late checkout due to the power and water being turned off for maintenance. There is no ATM in the hotel. We were told to go across the street to Wells Fargo. We got to our room and the room was unacceptable (cleanliness, especially shower). Not exactly conducive for a romantic getaway with your wife. When I dialed the "0" or the front desk, the phone would just create a high pitch buzz and not dial through. I finally called the concierge to tell them about our room. We requested maids to re-clean, but then discovered we could also clearly hear the discussion of our neighbor in our bathroom, so we changed rooms which was a hassle. The bellman handed us the key and left rather than opening the door for us and making sure the new room was acceptable. We returned that evening 12AM and really wanted to get to bed. The hotel is understaffed for a Saturday night and we waited 15 min for the (1) valet who never acknowledged us, or the fact that we were waiting (no proper greeting). We had to go inside to get help to leave our car. We went to bed and then could hear kids playing and yelling at 2AM and had to call security (not the hotel's fault per se - although the sound is an issue here, i.e. voices, hear doors slam, etc). In the morning, my wife showered and the water would not drain. I had to take a shower in 3 inches of nasty water. We got our bill and were charged twice for valet service and had to call to have it fixed. We talked to manager who smiled and claimed it was not up to their level of service, but did not offer restitution voluntarily. To top our stay, (this one probably made me the most mad) my wife went out to the car before me and handed him a $4 tip. The valet handed my wife the key to the car, rather than opening the door for her. We were the only guests leaving at the time and 3 or 4 Hilton employees talked among themselves and did not even acknowledge we were leaving. In contrast, our stay at the Omni a couple week ago included professional staff, clean room, nice robes, a WSJ, complimentary water, and fresh coffee delivered to the room in the morning and a late check-out. I've been a Hilton honors member a long time, but this has definitely made me reconsider this.