We chose Hilton because we've always had great experience every time we stay at one of their hotels, including the Toronto Hilton the night before our wedding and on our honeymoon in Edinburgh, Scotland. We were in town to celebrate our wedding anniversary and we were expecting the same wonderful experience as before. It started out well- we were warmly greeted by a gentleman at door, but the representative at check in could not care less. She asked us where our "white paper" was for parking, and when we responded we didn't have one (nothing printed when we parked our care), she just shrugged and said nothing. When I asked if that would be a problem, she said no. She then asked me how many cards we wanted and then gave me our cards without telling us our room number or how to access wifi. The other rep didn't even make eye contact with us, and it felt like we were inconveniencing them at check in. The room was beautiful, and the bed was very comfortable. After a long afternoon of sight-seeing, I came back to take a shower and that there was no hot water. Instead I had to shower in lukewarm water... and at the price we paid for this room, this was really disappointing. It was already 11:45 pm at this point, and I just wanted to go to bed. Check out experience was no different than check in; same indifference from both representatives, lack of eye contact, no mention of "how was your stay". You shouldn't make your guests feel like they are an inconvenience!
