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September 2024 by Vanessa P
Front office is rude and dismissive, breakfast was confusing, pet policy is not clear (It's 75$ per pet, per day.) I tried to let them know where I felt they fell short and my experience as a guest in a professional manner, and I was met with push back/attitude. (They called me to find out why I rated them on the lower end in their internal system.) Rooms were clean and housekeeping was friendly. I have delt with room blocks, admin work, and guest services, and booking hotels for my professional work so I understand what the minimum should be for a guest.
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September 2024 by Sadie Vezina
It was fine. If you get a room that has a door connected to another you will be able to hear everything that is said/done through the door. Definitely a lot of room for improvement here
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September 2024 by Bear Conniff
Extremely convenient to ISP. They only clean the room when you ask. Several of the rooms smell like mold or cigarettes or both.
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September 2024 by Mike Nalder
Well run hotel with helpful and friendly staff. Especially those on the front desk in contrast to what other reviewers have said. For us visiting from the UK nothing has been too much trouble. Breakfast is convenient and great value. Only issue for us is the hotel allows pets so with the recycled air through the AC system even those in pet free rooms can be affected if they have allergies. Also hotel needs to sort out a deal with Disney as 11/50 TV channels are unavailable currently.
Rooms: Rooms are spacious and well equipped with comfortable beds if decor is a bit drab. Nice big screen TVs.
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August 2024 by Caitlyn Yergey
The hotel itself was fine, but the service (aside from housekeeping who were always very friendly when we saw them) was terrible.
My partner and I had to travel to the area for two days of funeral services. We called ahead through Hilton’s booking service, and reserved a room for two adults and a dog with late checkout. We confirmed both the dog and late checkout before confirming over the phone.
When we arrived and checked in, we asked about the late checkout and the man at the front desk, Albert, was dismissive and said 1 was the best they could do despite the policy online saying late checkout for this location is 4 pm. We had to be at the first services, so we left for the evening.
The next morning, my partner went to check again about a late checkout. Albert was again very dismissive and said 1 was the best he could do. My partner asked if we could do later since we had funeral services to attend, and he said something to the effect of “well you also brought a dog without telling us” (though we did in fact confirm a dog during booking, and I’m not sure how the oversight in their internal communications makes us less worthy of empathy). We were refused a late checkout.
In the end, we missed the end of the morning services and the wake in order to get back in time to make checkout and pick up our dog. Overall the entire process was very frustrating as we HAD called and confirmed both the 4 pm late checkout and room for a dog during booking, and Albert showed absolutely no human empathy. At checkout, my partner mentioned his disappointment with the lack of sympathy, and Albert tried to dismiss him. My partner told him not to bother, but I just needed to share my disappointment with the whole interaction. We were already down, and he seemed intent on making things more difficult for us. I understand it’s a job for him, and that somehow our requirements didn’t make it to him internally, but we had done everything we could to sort our needs out ahead of time, and he showed us absolutely no basic human compassion. Just so disappointed
Edit to acknowledge reply from owner: Reply is also dismissive, and admits no wrongdoing. To clarify, during booking we were assured that we were set for both a pet friendly stay and late checkout. Given that this was confirmed to us, there is no way for us to have assumed it was “subject to availability”. We were told it was available, and acquired for us.
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August 2024 by Emily Cohen
From start to finish staying here was awful. Every employee I dealt with was short and rude. I booked and paid through a third party. They charged me even though I showed the receipt. Instead of being sympathetic, they snidely said that I shouldn't have booked through a third party. It's insane that they take zero credit for selling rooms to third parties or that they could have zero tact in dealing with the situation. Our room smelled very strongly of urine, the wifi was atrotious and they charge for "premium" wifi, and there is no pool despite it being advertised. To top it all off, there is a sign in the room stating you need to ask for room service unless staying for 4-5 days. We had no "do not disturb" sign in our room either. Came back from a day out to find they had been in our room. But not just that, someone had drank half a bottle of champagne we had in our room. This place is TERRIBLE. Please do not support businesses like this.
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August 2024 by Alice
An old style hotel despite being renovated. Comfortable in an excellent location.
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August 2024 by Ken Dean
Great place to stay. Heard people complaining about charges that are clearly stated before you book. They should have read and not complained to the staff. It would have been more convenient if breakfast was included. Very good location for us. Comfortable room.
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August 2024 by Kevin Feeley
No pool
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August 2024 by Michael Shear
The Hilton Organization should be ashamed of this property- I'm a Hilton Honors member. The rooms are badly in need of an upgrade, the bedding was awful, the carpets dirty in the rooms and hallways, the front desk staff uninterested. When checking out I noticed they charged me $10 per day to park in their parking lot ( not a secured garage- a parking lot ) when I questioned the front desk staff ( Kevin ) about the Charge he said it's on our website somewhere, I told him I didn't book from the website but rather in the phone, he had a blank look in his face, I asked to talk to a manager he said none were available- shameful, try nearby Marriott properties- so much nicer !!!
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August 2024 by Taylor Crinnion
BRIDES BEWARE!! As a soon to be bride I was looking into booking my hotel block here for guests. Rates were great, the sales rep, Taylor, was very nice to speak with and responsive. HOWEVER that was all great until they offered me their "Glam Room" for the morning of my wedding to get ready, sent me contracts and told me they were holding the room and the block rates until 7/29/24 for me. I emailed her asking a question about when the Glam Room payment is needed but she was on vacation. I guess her emails did not forward to any other colleague which is strange to me. She got back to me a week later and as I sent her back everything she needed and she then CONFIRMED my hotel block and glam room, she sent an email not even 10 minutes later basically stating the Glam Room was somehow double booked because SHE did not save her hold for me on her end. Instead of helping to make the mix up right and give the Glam Room back to my party as opposed to the other party since in the email she stated it was mine until 7/29/24, they kept saying that the other parties contract was sent in before mine... OBVIOUSLY! That's because of her ERROR on her END! She did not save my hold but emailed it to me leading me to believe I had 2 weeks to give my contract in! Instead they stated their was nothing they could do and kept trying to push 2 adjoining rooms on me for 14 GIRLS to get ready in. I asked for some sort of compensation for the issue and stress and they decided to stop answering my emails after.
Once I emailed them asking to cancel EVERYTHING is when they FINALLY decided to email me back. This hotel apparently is known for double booking A LOT of events and not holding accountability.. BEWARE!!!
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August 2024 by Dina Mercaldo
Great hotel. Good little bar and Pete was a FANTASTIC bartender!!!
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August 2024 by Vlad Frencina
We really enjoyed working with Albert who was the floor manager I believe. He took the time to explain everything about the room block and made sure that our guests would be taken care of the day of the wedding. However, the day of our wedding I ended going to the hotel to sort out a problem with their room. My parents had booked a room to stay in the day before the wedding and the day of. The day before they had no problems checking in and were told that the next day they would need to exchange keys because one night was booked under the block and the next night was not. However, the rooms would remain the same for convenience. We understood and agreed to that and would come by in the morning to exchange keys. The next morning as I arrive at 10:30am to check on my parents I grabbed the keys and tried to exchange them. The hotel Clerk, Anette stated I do not need to exchange them. Either way I asked her to reprogram the keys so they would work for the current day. She said whoever told me that was wrong and the room key should still be working. After 15 minutes as we began to leave I checked the room keys and they stopped working. I head over to the front desk to speak to Annette and saw a line was building up, I waited about 15 more minutes on the line (it was 11am). I began talking to her about the keys not working and she stated that I was supposed to exchange them because I didnt book with the block. I was shocked, I was there 30 minutes ago asking if I should exchange keys for that exact reason and the same person said “No”. I asked her if she remembered seeing me since we spoke 30 minutes ago and she stated “No”. I asked her to please change the keys so that they would work and she said she would have to change the rooms because its not in the block, at this point I became agitated because I (groom) was running late to my other appointments the day of my wedding. I didnt figure a matter like this would take 45-60 minutes to resolve. I explained and showed all emails that were with Albert about having the same room and having no issues exchanging keys but Anette made it much more complicated. I wish this stopped here but it didnt; after we got the keys exchanged for my parents, a few hours later my grandparents had issues checking in as well. The same clerk, Anette, said she would not give my grandparents a room unless a credit card was given. However, we had signed the credit card authorization form days before and were explicitly told that nobody who was on the form would need to pay for any expenses as they were directly billed on my credit cards. Both Albert and Taylor (Wedding sales coordinator) had approved the form. It was hours before our ceremony and we are getting this call from my grandparents stating that they wouldnt let them in. I am not sure if its the miscommunication or ineptitude by Anette to cause issues on both my parents room and my grandparents room; but we were very displeased with this hotel for their services, specifically Anette. We would much rather recommend staying at another for a less stressful wedding day.
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July 2024 by Chris Bembynista
The hotel is in a great location right by the airport. It is clean and modern, and the staff is incredibly helpful.
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July 2024 by jodi eddy
My reservation was changed after I confirmed it over the phone and checked in digitally. I picked a room with two queen beds and when I showed up I was given a room with a king bed. I am traveling with my two full grown teen kids. The two men at the front desk were rude and very disrespectful. I was completely dismissed and my integrity was insulted. They even challenged my emails saying the confirmation wasn’t accurate. I stay at multiple hotels throughout the year and have never been treated so poorly.
