Impersonal and if you aren't Diamond status, forget it
Booked for my parents Mother's Day weekend with points. I'm Gold status, and usually get upgraded to a better room, higher room, free breakfast, and free wi-fi. It was like pulling teeth here. 
I doubt they were fully booked, but no upgrade. I had to ask for my breakfast passes, and when I asked questions regarding breakfast, she was so curt, and spoke in a tone which was very condescending.
My room was tiny, the fire alarm was was hanging off the wall, and the message light wouldn't go off. For the prices they charge, I shouldn't have this many issues.
The room was right next to another tall building, so no view unless you consider the side of a building a view.
And was totally bummed out only Diamond members get to go to the Executive Lounge. What's the point of having status then? Cause it's not for the over priced Continental breakfast.
I will not be booking at this Hilton again.