Hilton Milwaukee — Hotel in Milwaukee

If you’re here in MKE for the Baird Center, then this is one of two closest hotels (the other being the Hyatt). It is conveniently connected to the convention center via skywalk. ||I am sharing my experience here to shine a light on the person who makes this hotel worth it - and that is the porter, Craig. ||When I checked in a few days ago, he immediately offered to have my many pieces of luggage sent up to my room while I checked in. ||I proceeded to the front desk and checked in the Jeannie. This person needs to be retrained in Customer Service. She is quite bluntly, horrible. At check-in, I asked Jeannie for a room that was quiet, not too close to the elevator but also not a mile away from the elevator. She gave us a room on the 9th floor in the unrelated portion. When we proceeded up to our room, the hallway was littered with fried chicken skin, scraps and pieces of trash. It needed a vacuum and it felt like we had just walked into a seedy motel. Despite the AC blasting in the hallway, when we opened the door, we were greeted with a blast of warm air, and a stale smell of smoke. Our luggage had already arrived and had been neatly placed by the porter Craig. Unfortunately, this room would not work because the temperature was registering 74 on the thermostat, even though the AC was running full blast. I went over to the AC and felt warm air coming out. So I went back downstairs to ask for a new room.||Once back downstairs, I spoke with Jeannie again and explained that the room was hot and was not going to be cool enough for the & nights we were staying. She was very defensive and said we had to give it 10-15 minutes because it was a very hot day that day. I told her it had already been 10-15 minutes, and that the air coming out of the AC unit was warm air, not cold. She then told me, “Well I am sold out.” I told her, I know the hotel is full because of the event that we were there for, but I was coming a day earlier than almost everyone, and she should be able to move me to a different room. Again, she threw up barriers: “Well where’s your luggage? Is it down here with you?” I explained to her no, it was up in the room, because we were waiting for the new keys then we’d transfer it since there was so many pieces of luggage, it didn’t make sense to drag it down then back up again. She said, “Well, I need the keys back before I can issue you new keys. It’s a security issue.” I sighed and went upstairs to retrieve my six pieces of luggage. I went back downstairs, gave her back the key cards and she gave me new keys. After she gave me the keys, Jeannie couldn’t help herself and had to retort unprofessionally: “You know, you need to let the AC run, it’s not going to happen immediately.” Clearly, she was put out and unhappy with my request to change rooms. She made that unprofessionally very clear. It was like kw as talking to a middle school teenage child who had been asked to do something she did jot want to do. ||We then had to drag all of our luggage from one elevator bank to another. We proceeded to the new room….only to find that Jeannie had (intentionally) put us right next to the elevator. Clearly, this woman was trying to send me a message. ||At this point, an hour had passed and we were late to meet friends waiting for us at a restaurant. On our way out, the porter Craig asked how check in went. I told him honestly terrible, recapped my interaction with Jeannie, and how we were in a room next to the elevators though I had clearly asked for one that was not close to the elevators. Craig then said, you know what, you go to dinner and I will sort it out for you. And guess what. He did. He not only got us a room with working AC that was not too close to the elevators, but he set out thermostat to 65 (I had mentioned that I can’t sleep in temps higher than this), moved our luggage from the second room to this final room, and even made sure to unplug my son’s AirPods which were charging in the second room and plug it into the third and final room. ||Craig is a valuable employee. He should be recognized for understanding what customer service is about. He’s always ready with smile and a can-do attitude, and understands that the customer should be valued. I cannot say the same for Jeannie. ||I want to add the throughout our stay, I’ve had various Amazon packages and instacart delivered to the hotel. Each time, Craig let me know and he also arranged for the packages and deliveries to be delivered to my room and neatly placed inside. ||The world needs more Craig’s. He makes this hotel worth it. Please recognize this man’s service and his value. If it were not for him, I would have left for...

If you’re here in MKE for the Baird Center, then this is one of two closest hotels (the other being the Hyatt). It is conveniently connected to the convention center via skywalk. |I am sharing my experience here to shine a light on the person who makes this hotel worth it - and that is the porter, Craig. |When I checked in a few days ago, he immediately offered to have my many pieces of luggage sent up to my room while I checked in. |I proceeded to the front desk and checked in the Jeannie. This person needs to be retrained in Customer Service. She is quite bluntly, horrible. At check-in, I asked Jeannie for a room that was quiet, not too close to the elevator but also not a mile away from the elevator. She gave us a room on the 9th floor in the unrelated portion. When we proceeded up to our room, the hallway was littered with fried chicken skin, scraps and pieces of trash. It needed a vacuum and it felt like we had just walked into a seedy motel. Despite the AC blasting in the hallway, when we opened the door, we were greeted with a blast of warm air, and a stale smell of smoke. Our luggage had already arrived and had been neatly placed by the porter Craig. Unfortunately, this room would not work because the temperature was registering 74 on the thermostat, even though the AC was running full blast. I went over to the AC and felt warm air coming out. So I went back downstairs to ask for a new room.|Once back downstairs, I spoke with Jeannie again and explained that the room was hot and was not going to be cool enough for the & nights we were staying. She was very defensive and said we had to give it 10-15 minutes because it was a very hot day that day. I told her it had already been 10-15 minutes, and that the air coming out of the AC unit was warm air, not cold. She then told me, “Well I am sold out.” I told her, I know the hotel is full because of the event that we were there for, but I was coming a day earlier than almost everyone, and she should be able to move me to a different room. Again, she threw up barriers: “Well where’s your luggage? Is it down here with you?” I explained to her no, it was up in the room, because we were waiting for the new keys then we’d transfer it since there was so many pieces of luggage, it didn’t make sense to drag it down then back up again. She said, “Well, I need the keys back before I can issue you new keys. It’s a security issue.” I sighed and went upstairs to retrieve my six pieces of luggage. I went back downstairs, gave her back the key cards and she gave me new keys. After she gave me the keys, Jeannie couldn’t help herself and had to retort unprofessionally: “You know, you need to let the AC run, it’s not going to happen immediately.” Clearly, she was put out and unhappy with my request to change rooms. She made that unprofessionally very clear. It was like kw as talking to a middle school teenage child who had been asked to do something she did jot want to do. |We then had to drag all of our luggage from one elevator bank to another. We proceeded to the new room….only to find that Jeannie had (intentionally) put us right next to the elevator. Clearly, this woman was trying to send me a message. |At this point, an hour had passed and we were late to meet friends waiting for us at a restaurant. On our way out, the porter Craig asked how check in went. I told him honestly terrible, recapped my interaction with Jeannie, and how we were in a room next to the elevators though I had clearly asked for one that was not close to the elevators. Craig then said, you know what, you go to dinner and I will sort it out for you. And guess what. He did. He not only got us a room with working AC that was not too close to the elevators, but he set out thermostat to 65 (I had mentioned that I can’t sleep in temps higher than this), moved our luggage from the second room to this final room, and even made sure to unplug my son’s AirPods which were charging in the second room and plug it into the third and final room. |Craig is a valuable employee. He should be recognized for understanding what customer service is about. He’s always ready with smile and a can-do attitude, and understands that the customer should be valued. I cannot say the same for Jeannie. |I want to add the throughout our stay, I’ve had various Amazon packages and instacart delivered to the hotel. Each time, Craig let me know and he also arranged for the packages and deliveries to be delivered to my room and neatly placed inside. |The world needs more Craig’s. He makes this hotel worth it. Please recognize this man’s service and his value. If it were not for him, I would have left for...

About 5 years ago I was a contracted employee. As an adolescent I lived in this hotel and this made my childhood amazing. My mother would throw birthday parties and events here. We would invite many friends and family to join. I loved it so much that I became an Hilton Honors Member but tonight did not sit so well with me and left me with a very unwelcoming feeling. Between 11pm and 12am I decided to meet with my brother (who is disabled and homeless). We sat and talked on the bench, not bothering anyone. We were not rude, drinking or doing any disturbing or illegal activities. My brother is not the best dressed and his hair is not well kept. I was wearing a blazer (business casual yet relaxed) with my hair in two puff balls. I recently started my vacation from work. In the midst of speaking about getting a room for him tonight, we were intrupted by an employee by the name of William. He approached us and asked, "How are you". I responded kindly, "I'm well, thank you for asking". William stood in front of my brother and I slightly sideways quietly for a few seconds before asking, "Do you have a reservation here". I responded modestly, "I don't have a reservation here, is there a problem?" After I asked if there was a problem, he responded with, "well this is private property". I responded "Oh, Ok, but is there a problem"? I am trying to understand if there is an issue and how can it be resolved. (Ultimately, I was thinking maybe there was an issue with where the car was parked but I have yet to get an answer let alone a decent conversation with William.) At this point my brother is exchanging words with him to where I can not completely understand what my brother is saying because I am focused on conversing with the Hilton employee. I can tell that my brother was becoming frustrated with Williams demeanor, which was very unwelcoming and disturbing. At this point, William did not address if there was an issue. Instead William looked at my brother and responded with "I am not doing this today". He then got out his walkie talkie and said "I have two individuals that are refusing to leave 5th street". Now, I am genuinely confused because we were never asked to leave and I am not understanding what the issue of the matter is. I asked him again "what is the problem". He looked at my brother and responded, "I'm not doing this with you today". I asked William, "wait....what do you mean today? Have you both met? Do you know each other? What is going on?" I then told him "I would like to speak with your manager". I did notice, after the exaggerated report in which was made on the walkie talkie, William had took his phone out to record. Now, it seems like the employee was fishing for an incident to happen. I am a walking brand and business. I take pride in handling situations in a very professional manner. In my opinion, this was not professional. In fact, William did not decide to pull out his phone and record until after he pull out his walkie talkie. This only tells me that he was trying to escalate a situation into what could have possible turned into a dangerous one for my brother and I who are both black, and my brother who is also disabled. It only took about 2 minutes for a manager to arrive and her name is Cy. I first shook her and and introduced myself. I explained to Cy my dissatisfaction with the misconduct of her employee. I did not want to address him as "the employee", out of respect. I ask for his name but got no response. I couldn't read it on the name tag because I did not have on my glasses to see (The reason why i asked). Since he was not willing to provide that information Cy told me his name. She also gave me the names of the GM and District. I will be contacting them as soon as the morning. I am very disappointed and disgusted. I feel as if we were profiled, but discriminated because of our appearance. My brother is disabled and he left mentally disturbed from this incident. The day was so...