Hilton Kansas City Country Club Plaza — Hotel in Kansas City

Review for Hilton at Country Club Plaza, Kansas City (November 27th-29th, 2024)

I recently stayed at the Hilton at Country Club Plaza, booking two rooms (1107 and 1117) for a few nights, and while the location and amenities had potential, my experience left a lot to be desired.

Pros:

Location: The hotel is very well situated in the heart of Country Club Plaza, making it convenient to explore the area and nearby attractions. Parking: The on-site parking garage is a big plus, offering easy access to the hotel and ensuring that guests don’t have to worry about street parking. Cons:

Room Size: Unfortunately, the rooms were smaller than expected. Given the Hilton brand's usual standards, I was disappointed by how cramped both rooms felt, especially considering the price. Service & Staff: My biggest frustration was with the service. Despite being a Hilton Honors Diamond member, there was no acknowledgment of my status at check-in. The front desk staff was unhelpful, didn't explain any of the amenities, and did not offer the typical welcome amenity. On top of that, they were a bit rude and unprofessional. Requests Not Honored: We had a difficult time getting even basic requests fulfilled. In Room 1117, I called about the lack of heat and for sheets for the fold-out bed around 9:30 pm. I was told someone would be sent, but no one ever showed up. As a result, we spent the night without heat and without sheets. The issue was especially problematic because the outside temperatures were freezing, making the room unbearably cold. The issue wasn’t resolved until the following morning when I personally had to visit the front desk. Similarly, in Room 1107, I requested sheets for the pull-out bed around 6:00 pm. When I returned from dinner, nothing had been delivered. After calling again and going to the pool, I came back to find only a single sheet and blanket had been provided—no pillow or pillowcases. I called again at 10:00 pm, but no one ever showed up with the missing items. TV: Another issue was that there was only one TV in each of the two-bedroom rooms. This was a bit of an inconvenience, especially when traveling with family, as it meant everyone had to share the single TV for entertainment. Infant Crib: When I requested an infant crib, I was handed a Pack 'n Play without sheets. This is not standard practice at Hilton, as most hotels provide cribs with sheeted mattresses for cleanliness. Additionally, cribs are typically set up by hotel staff in the room, but I was expected to set it up myself. This lack of service was frustrating and below the usual Hilton standard. Bathroom Design for Children: The bathroom counters were very high, with no step or lower-level design to make it easier for children to wash their hands. This was a major inconvenience, especially for families with young kids, as they couldn’t reach the sink without assistance. Room View & Temperature: Despite requesting a view of the Plaza, neither room was able to accommodate this, which was a bit of a letdown. Also, as mentioned, Room 1117 had no heat, which made the stay uncomfortable during the already freezing weather outside. Pool: The indoor-outdoor pool was a fun feature for the kids, though it’s a bit dated. Unfortunately, there’s no hot tub, which would have been a nice touch for relaxation. Summary: While the Hilton at Country Club Plaza has a prime location and a few appealing amenities, the overall service and condition of the rooms left much to be desired. The lack of attention to detail, particularly for Hilton Honors members, combined with unfulfilled requests, made this stay frustrating. The issue of no heat in freezing temperatures only added to the discomfort, and the lack of adequate TV options was another downside. Additionally, the bathroom design made it difficult for children to wash their hands, and the lack of staff assistance with the crib was disappointing. Given the issues with service, room maintenance, and overall guest care, I would be hesitant to return to this location...

Not good. This Hilton location is a disappointment and frankly a very poor representation of the brand. As of the date of this review I have spent 55 nights in Hilton Properties in 2024. I travel quite a bit for business. I have always had very good experiences with Hilton. Not this time

This trip I am traveling with my husband. This is a work trip for him so I have spent quite a bit of time at the hotel rather than just the evenings.

Upon arrival in the city we called the property to ask for an early check in and were told it was “no problem.” Arrived at the hotel and went through almost an hour of run around before we could check in. The girl at the desk could not find our reservation even though we showed her our confirmation number. She was incredibly unprofessional - bordering on goofy including dancing and loudly singing along to the music playing in the lobby.

Throughout our stay the front desk staff was unresponsive and flippant.

Upon going to our floor there was a bowl of melted ice cream on what was clearly a room service tray right outside the elevator door. It remained there for two entire days. It smelled terrible. This would become a theme throughout our stay. Guest garbage and room service trays just sitting by doors and trash cans for days at a time.

Getting maid services and adequate towels was an act of congress. The hotel was littered with abandoned trash and room service trays in the hallways.

We received a phone call and hang up from the front desk at 11:00 pm. When my husband called the desk to see if there was a problem. We were told that the call was a mistake and that someone was looking for something.

We were given two towels and two washcloths at check in. Getting any extra after that was a battle.

We were given one roll of bathroom tissue at check in. We had to ask three times to get another roll after the first one ran out.

I would have loved to use the pool. However, there are no umbrellas at the pool. All days of our stay the temperature was in the upper 90’s making it unsafe to use the pool area without some sort of shade.

The indoor pool was closed the entire stay as was the fitness center.

Our room was clean at check in. But after 4 days needed maid service. I asked a housekeeper for towels and washcloths as we had none and could not get any sent up. I was told there were none clean and to ask later in the day. I finally resorted to gathering my own used linens and trash and taking them to an unlocked housekeeping storage room where I discovered house keeping carts. This was how I finally got wash cloths and towels.

I work in a service industry. If I were managing this property I would be walking the halls daily and addressing issues. Your staff needs to stop congregating behind the desk and see what is going on in your hallways. It’s disgusting.

This location is very convenient to great shopping and dining. Too bad the hotel is such a service nightmare.

And regarding your response to this review: It appears to be AI generated. My husband tweeted you after the first night and received a similar response. Yet no one at the hotel ever addressed anything with us. Nothing got better. We were there 5 days. So again I will say, the KC Hilton needs improvement. Someone from the corporate level needs to...

0 STARS

I recently stayed at the Hilton Kansas City Country Club Plaza with my family, and it was one of the worst hotel experiences we've had. We were looking forward to relaxation after a long drive, but instead faced a series of unfortunate events that left us feeling unsafe and disappointed.

Upon arrival, we settled into our room, initially overlooking some minor imperfections. However, things escalated when I encountered an aggressive employee named Travis at the elevator. He rudely pushed past me not once but three times throughout the hotel lobby area, and when I warned him about his behavior, he continued to harass me, even telling other staff not to assist me. I felt threatened, so I reported the incident to the front desk and requested to speak with a manager which was very helpful. Although the general manager the next day was professional and assured me they would investigate, I have concerns about their follow-through. After speaking to a local police officer it has come to my attention that the unwanted contact from Travis is considered assault. Although I haven't pressed charges I will be seeking legal advice regarding this whole incident to see what steps should be taken next. (If your reading this Hilton... you should definitely have your lawyers reach out to us.)

Additionally, our room was not cleaned properly; the pull-out bed had dirty sheets and blanket. Also, I found hazards like a hole in the carpet under the desk with the power outlet just laying on the floor and you could see the power cord bubbled up underneath the carpet. Furthermore, essential amenities like body wash were missing.

The chaos continued in the lobby, where my family was made uncomfortable by a security guard who kept staring at my wife. Afterward, I went to retrieve dinner, only to encounter intoxicated guests in the lobby creating a disturbing scene after dude fell and injuring himself leaving blood on the floor. Thank God my family didn't see this.

Our experience worsened when a housekeeper knocked on our door at 9:30 AM, well before checkout. She had a language barrier, which made communication difficult. When I inquired about this at the front desk, I was assured that housekeeping shouldn't disturb guests still in their rooms.

Breakfast was another disaster. Although we paid for a continental breakfast, the staff said our room wasn’t on the list. After having front desk call him over and tell him I could eat he replied... oh, he eats for free. No, no I'm not! We paid way to much for it. Then I realized the breakfast selection was underwhelming—limited pastries, fruit, and a few cereals with waffles. The kitchen was being remodeled, but that shouldn’t excuse such a sparse offering while charging almost $14 per person.

Overall, this experience was a complete failure, and I wouldn’t recommend this hotel to anyone looking for a pleasant stay. Though some staff attempted to be helpful, the numerous issues outweighed their efforts. Save your money and sanity—look elsewhere for...