Hilton Bellevue — Hotel in Bellevue

Booked the hotel way in advance before we travelled from Vancouver BC to Seattle. I am a Hilton Honors member so I pre-selected the rooms (paid for 2 rooms - a king and the other with 2 queens as there were 6 of us traveling. 4 adults & 2 kids). We have stayed here before in January being the most recent before this. We got to the hotel, the rooms I had pre-selected on the app were not assigned to us and they were trying to force us to accept different rooms all with queen beds even when I showed the blonde lady in glasses my booking that said one of them had a king bed for my parents in law. She grinned and rolled her eyes on me and made it look like I didn’t know what I was talking about and that she was doing us a favor by trying to get us the correct rooms. She gets us the rooms then tells us there’s no breakfast included even though I paid for breakfast for everybody when I booked. She makes a big fuss of it until her colleague sitting next to her tells her it does include breakfast. This lady shouldn’t work here at all less of all customer facing. Either she doesn’t like her job or has zero clue what it takes to be in hospitality/service industry and I bet my life on it I can’t be the first person that complained about her. We get to the room and we didn’t have the do not disturb sign, no big deal. There were 4 used green tooth flosses by the sink and long black hair on the bed which made us wonder if the room was even cleaned considering we had two young kids. We figured if we called the front desk, we wouldn’t get much help as we’d most likely be dealing with the same lady who checked us in. I have pictures and videos on these. Our key fobs kept locking us out of the rooms as well and we constantly had to go downstairs to get them replaced. Come breakfast time that we paid for, there was no eggs, and four other containers/warmers were empty too, my wife had to go by the kitchen to tell them there was a big line building up as everyone was waiting for the items. The only positive thing about this stay was how nice the guy making the omelettes was. We will NEVER stay at not just this hotel but any Hilton. We have always stayed at Fairmont everywhere we go and the lesson we’ve learnt is “cheaper is expensive” I try do my absolute best at work no matter what I’m going through in my personal life, I can’t let that bar the service I offer my clients. When you do that all the time and not get the bare minimum when it’s your turn, it leaves you with nothing but regret. The lady was so rude not only to me but my parents in law who later went to ask her a question regarding water in the room. So rude that right after she finally “did us a favor” and checked us in, she started speaking to her colleague on her right about us before we even started walking away. Pull your cameras, not even making this up. This was the absolute worst experience we’ve ever had at any hotel and won’t be recommending it to anyone. A complete waste of $800, time & energy. This place needs a complete overhaul of the front desk people as they are the first point of contact and could make or break the experience. The toilets are literally low onto the ground they might as well would have just dug a hole. Wifi in both rooms were not working we had to click to connect to a different random room that we were not...

We stayed here for one night before our cruise. We had to switch rooms because our first one smelt like there was a gas leak or something. When I called the desk to ask if they could check to make sure everything was okay and we could change rooms as I have a baby and didn't want to risk any kind of exposure to gas they didn't want to do anything at first then said they were going to have to come up and confirm that there was a smell because they didn't believe me. A woman came up knocked on the door and as soon as I opened the door she said she could smell it. She didn't even have to enter the room. So they finally got us moved down the hall. Then the pillowcases were dirty. I didn't want to complain again and have them treat me like I was being difficult so we just slept without the pillows on the bed as the sheets and comforter didn't look dirty or smell dirty. I just felt nasty after sleeping in that room though. Not a good experience. Then we ended up having to take the tram system after dropping off our rental car and had the worst time navigating it (we left at 7 pm and got back at 2 am. We also had to walk about a mile as well) so we decided we would take a taxi to the cruise port in the morning instead of trying to figure the tram system out again. When we entered the hotel we went to the desk and asked if they could arrange a taxi for us in the morning and the woman was so rude. She asked why we didn't just take Uber. Which we looked into but it was more expensive. She said that wasn't true that Uber is cheaper than taxis. Which again we checked online and it was about 20 dollars more. Then she rolled her eyes at me when I told her I didn't have the Uber app. (We live in a small town where Uber doesn't exist and we own two cars so never needed it) I finally just told her if she didn't want to arrange it she could just give us the number for the taxi services near us and we could call. Again she rolled her eyes and was extremely rude. We ended up having to download the Uber app and use Uber because the number she gave us wasn't for a taxi service. Don't know if that was intentional didn't seem like it was but I don't know. I do believe it was just a mistake when copying it down. (Also want to state our phones were dead and the chargers we brought were upstairs during this exchange. We just wanted to get everything settled and arranged as we had to be up and out of there by 10 am. Had my phone been charged I could have just looked all this information up. But I've also never had a hotel that wouldn't arrange a taxi for me either. It was just supposed to be an easy fix that turned into a rude encounter for no reason) I've never stayed at a hotel where I felt so uncomfortable in my life. I would've just left if we weren't traveling with my in-laws. They are older and weren't able to just pick up and find another hotel...

This is the worst experience we have ever had. We are a Marriott Bonvoy members and this time made a mistake of choosing Hilton over Marriott.

We were travelling by road from Vancouver to Bellevue and thought how bad Hilton could be as compared to Marriott properties so let’s give it a shot. Won’t stay at this dated, unkept, dirty property with pathetic customer service in this lifetime.

We googled the rates and they came out as $238 a night at Hilton Honors however there were multiple third party websites offering cheaper rates $149-$175 a night. We got email from Hilton that if you find cheaper rates call us and we will beat by 25% - this is a complete scam email.

We called thrice at the given number and spoke to three different associates and even have screenshots of cheaper rates but they insisted that on their computers the rates on third party sites are appearing higher so they can’t trust what we are seeing. We offered to send them the search links so they could see and honor the price match but all three refused. Basically, it’s their word against yours and they will insist on any number higher than what you already paid. So the first issue.

Second issue was when we reached hotel, we stood their for acknowledgement by a lady who was on computer but she did not even acknowledge our existence - hopefully it’s not due to our skin color but whatever it was we had to wait five minutes before someone acknowledged us. There were two and later three ladies on the front desk and only one customer ahead of us.

We requested the price match and the lady said we discontinued it so there’s no chance of price match. See attached screenshot from Hiltons email for the proof that she’s lying.

We requested a room without carpet as we have pet hair and dust allergies and we were assured that we will get it but when we checked in the carpet was there, smelly, dusty and triggered allergic reaction. I called the front desk and lady said we don’t have any rooms without carpet and I have guests that I am handling so basically her message was “shut up and deal with allergies yourself” she never called back as well.

Save yourself by not staying at this pathetic, overpriced place with squeaky and dirty mattresses, smelly and moldy feeling rooms with hair on bath tub and bath walls.

Biggest mistake was to ditch Marriott for this third class hotel which seems totally like in shambles.

They also charge $50 per night as security deposit even when they charge full amount upfront. Also $25 a night for car parking adds more insult to the injury due to extremely poor condition, dirty and unkept rooms, and...