Hilton College Station & Conference Center — Hotel in College Station

I recently stayed at this hotel as I do frequently when I am in town. I was there September 13th to the 15th, this past stay and unlike times in the past I was concerned with the customer service and general practices of the staff.|| I almost felt like I was not valued and that what I commented on was discarded without merit or value. I reported two issues and well here they are.||1. I went to get some Diet Cokes from the pantry, I found that the 4 Diet Cokes were expired (July 2024) and told the front desk staff. One night employee actually went and found me a can of Diet Coke, she was fantastic. She then removed the Diet Cokes from the cooler case. The next day I went to get some Diet Cokes in the bottle from the cooler case and found that the four expired Diet Cokes had been put back out. Once again, I reported the issue to the registration staff. they advised that they would get them removed. So, again on the third day I went back to get some Diet Cokes for my wife and I, and not only did I find the expired Diet Cokes on the shelf, but the staff had added more expired Diet Cokes to the existing ones. I ended up having to go buy some ||2. On the second night we decided to use the F&B credit for that day at the new Rooftop Bar and Grill to get dinner. Food was ordered and almost an hour later we were still waiting for food, frustrated I reported the issue to the text customer service thread started by the hotel. The waiter said that they had to go downstairs for an ingredient once he returned and I inquired into what the holdup was. Then, when the food arrived, the mac and cheese was cold, and the spring roll rice paper was not edible because it was as hard as a tortilla chip. I reported this to the waiter as well and he told me that was how it had to be "Because the ingredients are moist, and they need to wrap it so many times", all I could do was cut it off with the knife and eat the insides. I paid full price for that meal. To be transparent, I will never eat there again and will not recommend anyone else do either. We never saw the waiter, a male, again, in fact a female waitperson took over and checked us out.||I have attached photographs I took of the expired food product and have one from each day to show the progression and timeline associated with the staff's blatant disregard for the issue. I also captured screen shots of the Text thread I had about the meal. I am not sure where this goes from here but after waiting a week it still resonates and bothers me so I felt you should be made aware...

I recently stayed at this hotel as I do frequently when I am in town. I was there September 13th to the 15th, this past stay and unlike times in the past I was concerned with the customer service and general practices of the staff.

I almost felt like I was not valued and that what I commented on was discarded without merit or value. I reported two issues and well here they are.

I went to get some Diet Cokes from the pantry, I found that the 4 Diet Cokes were expired (July 2024) and told the front desk staff. One night employee actually went and found me a can of Diet Coke, she was fantastic. She then removed the Diet Cokes from the cooler case. The next day I went to get some Diet Cokes in the bottle from the cooler case and found that the four expired Diet Cokes had been put back out. Once again, I reported the issue to the registration staff. they advised that they would get them removed. So, again on the third day I went back to get some Diet Cokes for my wife and I, and not only did I find the expired Diet Cokes on the shelf, but the staff had added more expired Diet Cokes to the existing ones. I ended up having to go buy some

On the second night we decided to use the F&B credit for that day at the new Rooftop Bar and Grill to get dinner. Food was ordered and almost an hour later we were still waiting for food, frustrated I reported the issue to the text customer service thread started by the hotel. The waiter said that they had to go downstairs for an ingredient once he returned and I inquired into what the holdup was. Then, when the food arrived, the mac and cheese was cold, and the spring roll rice paper was not edible because it was as hard as a tortilla chip. I reported this to the waiter as well and he told me that was how it had to be "Because the ingredients are moist, and they need to wrap it so many times", all I could do was cut it off with the knife and eat the insides. I paid full price for that meal. To be transparent, I will never eat there again and will not recommend anyone else do either. We never saw the waiter, a male, again, in fact a female waitperson took over and checked us out.

I have attached photographs I took of the expired food product and have one from each day to show the progression and timeline associated with the staff's blatant disregard for the issue. I also captured screen shots of the Text thread I had about the meal. I am not sure where this goes from here but after waiting a week it still resonates and bothers me so I felt you should be made aware...

I recently surprised my boyfriend, a Texas A&M grad, with tickets to an A&M game. He hasn't been back for a game since he was a student, and I'd never been before, so we were both excited about the trip. In October, we made reservations at the Hilton through Expedia, because we wanted to be sure we had a room so we could stay overnight. Flash forward to yesterday, the day of the game, and we go to check in to the hotel only to find out that our reservation isn't in their computer system. They double and triple check, and the manager even came over to help. They told me to try calling Expedia and get a confirmation number from them. I call them, get them to fax over a document, and the manager realizes that whatever document they just sent doesn't have any confirmation number on it. In short, we paid Expedia for the room, and they never booked it.

At this point, the manager said that she could offer us the room rate Expedia charged us since she had a document saying it was supposed to be reserved, and since it was Expedia's fault and not ours. We were super appreciative of this, as the prices had risen from our initial fee of less than $200 to about $500 for the night. We were prepared to pay the cost and then haggle with Expedia about getting our money back later. The manager even offered to talk to Expedia right then and there on the phone so we could ensure we got our money back (our booking through Expedia was nonrefundable). Luckily, we didn't have to go that route, as she realized at the last second there was a way to make it all work so we didn't have to pay again.

The manager didn't have to do all that for us. It was a crazy game day, room prices were well over double what we had initially paid, and Expedia completely dropped the ball. She saved the weekend I had tried so hard to organize as a special trip for my boyfriend, and she didn't even know that this was a special trip for us. She even got us into a room that was ready, so we could check in early, since our confirmation from Expedia gave us the wrong check-in time.

I wish I had caught the manager's name, but she was a tall redhead who was absolutely amazing. Thank you so much for saving this special weekend, and I will always remember the hospitality extended to us from the hotel. I will not hesitate to stay there again when I'm in...