Hilton Cincinnati Airport — Hotel in Florence

We arrived at the hotel exactly at 3pm. The lady at the front desk ( Katherine ) informed us that are room wasn’t ready yet. My husband walked away because of “Nightmare on Market Blvd” (see below). But Katherine apologized & offered us refreshments while we waited. I said no thanks but then she said I have nice cold water & we excepted. A few minutes later the room was ready & we took our keys & left. The stay was great, they have a very nice area for you to pick refreshments, the pool was nice, the rooms were comfortable and ALL the employees were nice & accommodating. The next morning while washing up the sink was running slow, so when we checked out we told them, Katherine was the person checking us out and once again she was very apologetic and asked if she could do anything my husband said No and walked away. But she stated why don’t I give you breakfast on the house? I explained that we couldn’t because we were all going out for breakfast. She said no problem and so the whole family enjoyed a wonderful breakfast. So this is why we will now only stay at a 5 star hotel!!! Thank you for saving this trip. *Comfort Inn was "Nightmare on Market Blvd!" This was the worst hotel I have stayed at in a long time! Due to medical issues our ride went from 12 hrs to 15 hrs. So I called to let them know we would be arriving between 8-9pm & reminded them we wanted our rooms together. When we arrived he said I didn’t tell him! That was a lie but what can we do about it, NOTHING! and he hands me a managers card to call him to complain. So we go to get something to eat, shower & go to bed. About midnight we were woke up by the smoke alarms going off in the hotel & my cell phone was off, so I tried to rush to my daughter in a different room far away from us but she calls me to see what was happening. I checked with the front desk and they tell us it’s a false alarm. Then around 2am the alarm goes off again, this time I call the front desk & he says don’t worry we know & HANG-UP. REALLY! Now I can’t go back to sleep but my husband & daughter does until……. SURPRISE… about 5:30am the alarm goes off again, so i call the front desk & he disconnect our phones (and they stayed disconnected until we check out) so I go to the front desk & he says we know the problem it’s people smoking in the hotel & the fire department has been here “don’t worry”. I’m to uncomfortable so I call the none emergency line to find out if they know what’s going on and the lady said she’ll send someone out but no one came and we couldn’t go back to sleep. But my husband who had done all the driving finally did, until I woke him up because the light blew out in the bathroom & I couldn’t see anything. They came right away to change the bulb but 10 minutes later the whole thing fell on the floor, luckily no one was injured the light blew out 2 more times & they came right away to change it again but the last time we just didn’t say anything until we checked out. The man at the desk said they would adjust the bill but they didn’t so when it checked out I said something. He explained it wasn’t their fault & he handed me another card for me to call the manager. I understand that things or problems can happen thats out of your control but how you handle them is what counts. This is why we don’t go to a 1 or 2 star hotels & this hotel was rated 3 stars. I don’t think so! this was a trip for a wedding, visit family & friends & to site see but due to the restless night we only went to...

Definitely my worst experience at a hotel. I travel with my company that always uses Hilton (I really wish they’d reconsider this choice). I had a reservation for Monday night because I was attending a conference at 9am on Tuesday morning. When I arrived at the hotel at around 3:30 am, the clerk informed me that I/my company had been charged for a no show because I did not arrive by 2:00 am. I was unaware of any such policy. She then informs me that I could have a room, but she would need to charge the card on file for another night’s stay. I refuse to pay for an extra night because if a room was available and I was charged for a room then I should be able to stay in that room until checkout time. The clerk refused insisting I must pay for both nights even though I had no intention of returning to the hotel after 8:45 am. All I wanted was the room that I had been charged for, 4 hours of sleep, and a shower in the morning before my conference. I tried resolving the issue through Hilton customer service number, but they basically called the front desk and was told the same thing (Must pay for 2 nights). She suggested I go ahead and agree to the 2 nights, and speak to the manager at 8am. Tired, frustrated, and very angry, I gave up for the night and retired to my truck. I slept in my driver’s seat upright for about 3 hours since it was after 4:30 am now. At 7:45, I entered the hotel in hopes of speaking to a manager that might understand I had been treated wrong. I was greeted by a very nice & helpful lady who seemed to understand and gave me a room so I could shower and prepare for work. An hour later, I returned the key to the front desk & asked for a receipt to indicate the charges for my stay. Craig told me that I would not be charged for either night and never offered a receipt. I thanked Craig & the very nice lady who had helped me, and went on to my conference. On Wednesday, when my boss received a receipt for a stay for Tuesday night, he spoke to the manager who said she would remove the charge for Tuesday night, but since I had been allowed to shower, I would be charged for Monday night. When he checked his account today, the hotel had charged for four stays total. We are still trying to get this resolved. Bottom line: The clerk threw out all common sense and courtesy, and I cannot for the life of me understand why & the manager is obviously incapable of performing her job correctly. I would suggest the owner of this hotel find a new manager before all business is lost. A stay that should have been relaxing and routine, was turned into a nightmare. I recommend that no one...

My two kids & I stayed at the Hilton near CVG airport on Friday, June 3rd. While the hotel itself was very nice, we had an extremely disappointing experience with the staff. When I booked through Hotwire, I specifically booked this room for the “free parking” & airport shuttle as we had an early flight. It was over $150. There was no mention anywhere that we would have to pay an additional fee to leave our car after we took the shuttle to the airport (we have done this at countless hotels & never once paid for parking while flying if we booked a room). When I checked in, they informed me that parking was not included & would be an additional $80+.

I explained & showed them my booking through Hotwire. I would not have booked this hotel had I known that parking was not included as we could have stayed with family, but just thought it’d be easier to stay close & take the shuttle. The staff, especially the Supervisor, Vanny Baker was unwilling to help in any way & didn’t seem to care. I spent over 20 minutes discussing it with her, but she wouldn’t budge. It was the worst customer experience I’ve had & we’ve traveled all over the world. I would have appreciated some understanding & willingness to help in even just a small way. The two women we interacted with on Friday night & the one Saturday were unprofessional & so unhelpful. This is totally unlike Hilton who usually takes care of their customers.

I think this is a miscommunication/mistake for both Hilton & Hotwire. Both companies need to be crystal clear about any additional cost & it shouldn't say "free parking" because that's deceiving. The listing should state that customers are responsible for a daily rate...then every person would know & there wouldn't be any surprises. I'm the one left with the bill & the frustration with...