A big disapointment
We arrived late in the evening and eventually found our room. The room was at ground floor level. the bed felt damp and not aired. As Hilton Gold members we had been upgraded and was a very nice room if it were not for this dampness. We contacted reception and they sent house keeping out with 2 pillows and a blanket! I asked reception to send out at least dry bedding which they did and remade the bed. Unfortunately it was damp again on turning in which did not make for a comfortable sleep.
After an hour we made our way to get something to eat by this time 10.55pm waited 10 minutes to be served and was told food had just stopped. I explained our situation, waited to get room sorted and wait at bar etc and staff totally not interested.
I went to reception and was greeted with the same but they did give me a pizza leaflet so I could order a take away. I spoke to the manager who got things sorted as you would expect from a Hilton and no sooner had he escorted me to the bar the bar / restaurant manager was there and had russled up some food for the party. General Manager and restaurant Manager knew exactly what was expected of a Hilton and a big credit to hotel Great.
Second day we asked if our bed could be sorted out as it still felt damp and they said they would address it, but they did'nt. We were advised of this being down to exceptionally high humidity but we had spent several days in other high humidity areas without this problem. Indeed it is the first time we have stayed anywhere with a damp bed. Our sons room adjacent was fine.
Breakfast 2nd day took 40 minutes to serve 3 of us with fruit and one omlette. I waited for 38 minutes went to the buffet to get fruit and pastry and when I returned a restaurant manager (unfortunately not the pleasant manager from the night before) arrived at the same time with our order and then sarcasticly said to me , you want 2 lots of fruit and pastry sir,I simply explained how long we had waited. They were not exceptionally busy.
While we were at breakfast, shortly after 10.00a.m. another guest next to us was advised omelettes ceased at 10.00 (even though breakfast was until 11.30). We found this amazing. The bell boy was brilliant ( a future Hilton Director there) nothing was to much trouble and the girl at the concierge was great.
Hotel as to be expected was up to Hilton standards but attitude of some of the major front line staff lacking.
We have stayed in many Hilton hotels in the world and compared to the usual excellent service and standards this was disappointing.