4/10 Poor
Adnan
Traveled with partner
May 17, 2026
Liked: Cleanliness
Disliked: Staff & service, property conditions & facilities
My experience with the reception staff member named Nell completely ruined the first impression of my stay at Hilton.
I arrived early at the hotel and politely asked about early check-in as a Hilton Honors Gold member. Nell immediately denied my request, claiming my Gold status was “not showing,” even after I showed her my Honors number. Instead of trying to help, explain properly, or offer any courtesy, she responded with no smile, no apology, and a very cold attitude, repeatedly saying there was no availability.
What made the situation even more upsetting was what happened afterward. I waited in the lobby for approximately two and a half hours, and during that time I watched many other guests arrive, check in, and receive their rooms while I continued waiting. The lobby was not overcrowded, and although the hotel was busy, it was obvious that rooms were becoming available for other guests.
After more than two hours, Nell finally walked toward me with an angry expression and simply said, “Your room is ready, sir.” At that moment, I noticed the room key envelope clearly displayed “Honors,” which made the earlier refusal even more frustrating and confusing.
I fully understand that early check-in depends on availability, and I would have accepted a polite explanation. What disappointed me was the lack of professionalism, empathy, and respect shown throughout the interaction.
This experience left me feeling unwelcome and unfairly treated.
Adnan
Stayed 2 nights in May 2026