This was my first time in Albany. I had heard about some issues with the hotel, but as my company had booked our stay, I had no choice in the matter of staying at this property. I will; however, not be coming back. I checked in, and upon getting to my room, the key did not work for the door. When I got downstairs they had made a key for a completely different room. When I asked why I couldn’t get the key for my original room they did not have an answer. And for added insult, they claimed the new room I was getting was “better”. It was not. It was the exact same room type, minus the adjoining doors.

Seeing as I was up super early for work, I was already exhausted and the trip downstairs for the new keys only ate into my rest time. I got to this new room and fell asleep immediately. When I woke up, I decided I wanted to order room service. Upon speaking to the lady that answered the phone, after I tried to order food, I was told I couldn’t charge anything to the room unless I added my card. I told her that I’d go downstairs to add my card and she told me to call her back once that was done. When I got downstairs and finished adding my card to the room, the front desk lady recommended I go to the bar and order food because my company got a discount and she was not sure if we got discounts via room service. I went to the bar, ordered my food and waited the 20 minutes for it to come out.

After taking my food back upstairs, I walked into my room and heard a knock. Weird, because no one knows my new room number. It was the room service lady with the food I tried to order. I was confused because she told me to call her back and I never did (I had just gotten back to the room). She had never said she’d put the order in, again, she told me to call back once the card was added to my account. She then said, she tried to call my room several times but it kept ringing and going to voicemail. By her own fault, she did not follow her own instructions. I told her I had gotten food downstairs and she seemed to have been a little annoyed and then after making me feel a bit bad, which I shouldn’t have, she then was like “oh are you sure you want it”? Ma’am you basically rolled your eyes at me and went back and forth about me not answering your calls. Okay, whatever. I didn’t even eat the second set of food. I paid for the convenience of the staff’s mistake.

After eating SOME, of the food I decided to go put up my meals for work and take a shower. When I went into the bathroom, I noticed a dirty wash cloth hanging over the shower and it made me sick. I open the shower curtain to realize that two of the bottles that were supposed to be mounted on the wall were off and simply put on the shower wall mount in the corner. The rooms should have been put out of service for maintenance to glue it back on. It did not require hard manual labor. There was also little specs of hair on the tub floor and a weird yellow substance, which I assume was hardened drippings from the remaining bottle on the wall and specs of hair/dirt around it. I called the front desk and there was no answer. I had to put on my sandals to take a shower.

The next morning at checkout, I go downstairs to kindly let the front desk know the issues I encountered, and I was dismissed without care by Dee, one of the agents who was at the desk that morning. I asked her if she wanted to see the pictures and she replied with “what’s your room number again”? That’s it. Didn’t want any evidence, no I am so sorry this happened, nothing. Truly the worst kind of people you want to encounter in customer service. My husband is a Gold member and the fact that she saw my profile and was still okay with the was she treated me was appalling. Not only that, when I went back to the desk to ask for a copy of my bill, I could audibly hear her scoff right in front of me. For that reason and the many others, I will not be back to this Hilton location. I will continue to use my Marriott status where appropriate to avoid this kind of below subpar service.