Hilton Anchorage — Hotel in Alaska

Customer service issues.

The location is good (downtown Anchorage). Rooms are adequate and have been updated with modern furniture and newer showers. Rooms do not have refrigerators or microwaves but they do have safes. The hotel gym is nice and includes barbells up to 75lbs, machines, cables, and cardio equipment.

The customer service is lacking and the front desk is not competent. I stayed multiple times and experience a number of preventable issues that the front desk caused.

For example, no one was at the at desk to check me in after 18 hours of travel. I had to stand around and wait for someone to notice me. The person who finally came by to check me in was unfamiliar with the hotel (breakfast hours, gym hours, parking).

The front desk has significant issues and were unaccomdating to a Diamond member.

Another example, I asked for 2pm late checkout and the front desk could only give me 1pm (I'm a Hilton Diamond member). At 12:30pm the maid tried to come into my room anyway. When I told her I had 1pm late check out, the front desk called asking why I wasn't out yet. I had to explain again that I spoke to the front desk the day before and got 1pm late checkout. (To be fair, at this point the front desk offered me 2pm but I already altered plans and was packed up).

The following week the front desk checked someone else into my room during my stay and called my room to ask why I didn't check out yet (my reservation was for 5 more days). The front desk failed to communicate with the house keeping services. Three different times over my stay house keeping tried to get in asking why I wasn't check out (despite me speaking with the front desk multiple times). It's a clown show.

Another time I went to the front desk and employees in the back office/hallway saw me waiting there and ignored me for a few minutes while chatting with eachother. They all walked away avoiding eye contact like no one wanted to assist. They let me stand around for a while before helping me.

I got a call in the morning from the front desk asking if I knew someone. I said no and then that was it. No explaination. Room service keept trying to get into my room while I have a "do not disturb sign up."

The front desk badly needs help to get up to standards in both friendly customer service and general competence with basic hotel services. If something is slightly out of the ordinary like merging a reservation or moving rooms they will probably mess it up.

The parking situation isn't good. The top garage was full, the bottom garage looks abandoned and severly in need of repair (the gate is broke, wires pulled out and exposed, no security, graffiti, trash). Also the garage is down the street so you have to walk outside about a block with your luggage to get into the hotel.

There is no complimentary coffee in the lobby. There is a coffee stand with $5 coffee and snacks, but it has limited hours (was closed at 3pm). Breakfast is about $20.

Another time the front desk attendant looked extremely stressed and complained about his job and the reservation/room system they use.

I stay at a lot of Hiltons and never experienced anything like this location.

My biggest recommendation is that they improve customer service and improve internal communication. No one was apologetic or helpful like you would expect after any...

Don’t Stay Here -- Significant Security and Safety Issues

We booked a 2-night stay at this hotel and it was the worst hotel experience ever (and we stay at hotels approximately 100 nights per year). Through poor management practices, the hotel put several guests in compromising and potentially dangerous situations. After one month and multiple attempts to discuss our concerns with the manager (even by opening a case with Hilton corporate) the manager (Steve) has not responded.

We booked a club level room for two nights; checked in online, and had a digital key. Here was our experience:

Room 1: When we arrived, we found another couple sleeping in our room. We actually walked right in the room – the husband jumped up to confront us, and pushed the door closed. Alaska has a "stand your ground" law that states an individual does not have the duty to retreat from any place where he/she has a right to be. The hotel created a potentially dangerous situation as both parties had a right to be in the room. We went downstairs, the clerk did not apologize – she said “well that’s your room”.

Room 2: We got keys for a second room, when we tried to open the door the internal privacy lock was engaged. We went back to the lobby; the clerk said the room was empty and it must be a maintenance issue or that we did something wrong. The security guard went up and discovered that there was a woman in the room. A terrifying experience for her – she called the front desk and the clerk told her “she was in the wrong room”. (Actually, she had been upgraded to the room earlier that evening.)

Room 3: The AC was not working and the room was very stuffy – when we went into the room it was set to 60, but it was 78 degrees (obviously an issue that had been ongoing). The security guard was with us and went back downstairs to get another room.

Room 4: An acceptable room (but read previous posts, all the issues identified are accurate). At this point, we were concerned about leaving anything in our room as we had no idea who would be provided keys to enter our room.

The security guard told us to talk to the manager, Steve. He works 9-5 M-F so he was not available during our stay. We talked to the weekend supervisor, and she said she would 1) refund us the points for the one night of our stay, and 2) that Steve would call us as this was not an acceptable situation. We waited 2 weeks and never heard from the manager (Steve), nor were our points refunded. We reached out to Hilton corporate because these safety issues are significant (and we found out the same thing happened to someone else on our cruise). Hilton opened a case and sent the information to hotel, promising the hotel would respond in 3-5 business days. We reached out to Hilton again today, and we were told that according to the case files, the manager did contact us and apologize (this did NOT happen).

On a positive note, Hilton corporate took care of the points reimbursement, the security guard was very helpful, and the location is great for access to...

Summary: Rooms are in very bad shape with safety issues/ federal law violations; customer service is non-existent; parking is a hassle despite being paid. The only plus is location but several better value options in the area. Check other recent reviews for this property.

Details: Checked in September 9 approximately 9:30 PM. We had 2 rooms for 2 nights.

Found out that the bathroom light (there's only one light) didn't work in one room and room heater powered on but didn't actually heat in the other room. That room also did not have a smoke detector in place which is a violation of Federal law.

Got through to someone at the front desk over via intercom phone after trying to call for over 10 - 15 mins to complain about light. Nobody picks up usually. Nobody picked up calls from the room with the broken heat.

The maintenance person was sent to fix light . What we thought would be a simple task to replace a bulb took over 1.5 hours. I don't know what the issue was but he spent a really long time fixing the light in the bathroom. All this while, we couldn't use the bathroom or simply goto sleep after a long trip. The light was finally fixed around 11:15 PM , disturbing our sleep and throwing off our schedule.

Requested the same maintenance person to fix heat in the other room since nobody picked up the phone. He gave us a space heater which worked okay.

Next day, we came back to our hotel room at around 9:30 PM to find that the bathroom light was not working again! Tried calling front desk for over 30 minutes. Nobody picks up.

Stood in line at the front desk to file a complaint about the issues in the 2 rooms. Explained to 2 front desk agents. No solution. Then spoke to rude hotel manager who also offered no solution. Simply said he cannot help since both rooms were booked via a third-party. He did offer to send a maintenance crew to fix the light but we were extremely tired after a long day and didn't have the patience to have someone in our room for 1.5 hours again for the second night in a row. He didn't offer any options such as changing the room or other compensation options . No apology. None. Zero. I was treated like I'd committed a major error in booking through Costco and Chase and was told that I simply have to contact them for options.

This hotel is in need of a major overhaul to address the safety and comfort issues in the rooms, and the staff need to learn to listen to customers. Stuff breaks, it happens. But these rooms were not in any condition to be rented in the first place. Management had the opportunity to make things better but never in my life have I encountered such a lack of customer service. Left feeling frustrated and defrauded and hopefully Costco and Chase...