if you want to improve- start with customer service- front desk
I called the night before to try to get early check in. Kim said I can't guarantee this!! Really 300 plus rooms and you can't figure this one out.
Okay- i made a reservation and was promised free internet. upon arriving kim said sorry not in the notes and i don't have the authority to help you. it went up one level and that person (director of sales) said "let's agree to disagree and here is the code" ARE YOU KIDDING? It was YOUR AGENT that agreed to give it to me.
NEXT I called to get a set of extra sheets for pull out sofa. I was told - they are on sofa. NOPE not true. When i called to get sheets it rang over 10 x - no answer on front desk.
Alex- start with your front desk.
For positives- the person who served drinks was nice, helpful and generous, Also the staff for serving food was friendly and kind.
Hotel- has some distinct smells- don't know what to make of that.
I am very surprised this gets 4 stars from Hilton. I would way maybe 2 stars.