Hilton New Orleans/St. Charles Avenue — Hotel in New Orleans

I have mixed feelings about my stay, but the good outweighs the bad. I am a gold member and was using points for the two nights stay ahead of my cruise that left out of the Port of New Orleans.

Pros: Anngel at the front desk is such a delight and loved her energy. I was able to check in early and officially start my vacay. The lobby smells amazing - similar to the Crabtree and Evelyn products in the bathroom. I liked the decorated benches in the lobby as well.

My room was very clean, but showed some signs of wear and tear. I found the bed and pillows comfortable and strangely enough the room was pretty quite given the area. The location is ideal being within walking distance to the French Quarter, trolley, restaurants and shopping.

Con: I was assigned a room on the 7th floor, but my friends that were also staying at the same hotel were placed on much higher floors (17th and 18th), which I found odd. At the end of the night I was exhausted and wanted to take a hot shower. There was NO water pressure and the temperature was ice cold. Front desk said they were working on it and could place me on a higher floor, which was not impacted by the water problem. I did not have the energy to pack everything up and move, but was able to take a shower in my friend's room. Not sure what I would have done if I stayed there alone. I assume this problem was going on at the time of check in and wonder why I was not given a higher floor like my friends from the start. The second night there was good water pressure, but the water was room temperature at best.

Luke's, the hotel restaurant, was not open but was available for room service. The food was good, but very expensive. I was able to use my food and beverage credit for breakfast. When I made the orders using the QR code provided in the room, my credits were applied and it brought the balance down to $0 both days. I charged my tip for each day (appears as a separate charge on my credit card statement); however, I was charged over $63+ by Hilton. When I called the charges I was told everything but, "I'm sorry this happened and will get this resolved". The person I initially spoke with applied some credits, but did not make me whole. I'm playing phone tag with another employee so I do hope to get this wrapped up soon.

If I were to stay in New Orleans again I would probably give this hotel another try. Almost everyone I interacted with were friendly and helpful. If I paid actual money to stay here instead of points I may feel differently, but for now I am willing to look...

I arrived at the Hilton on October 19th around 5:45pm. I went to the front desk so that I could check in. I greeted the front desk employee, Tyrese, and he went straight into how can I help you. I felt like that was rude because I did greet him. Once, I told him I needed to check in. He proceeded to tell me about the security deposit. I was trying to talk and joke with him about the security deposit. But he wasn't interested and was serious about everything. Went up to the room, and once I was settled in. I turned the tv on and noticed that the color was faded. It also had eight white circles on the screen, and the screen would get stuck. I called down to the front desk and spoke with Tyrese. He said that he would send up the engineer. The engineer arrived Malcolm, he called down to the front desk and informed Tyrese that the tv needed to be replaced. He told them the tv color was faded and it was getting stuck. He told him about two other rooms where he could possibly get a tv from. I then received a call from Tyrese stating that the other tv's were messing up as well. I asked if I could be put into another room. He told me that all the rooms were sold out and he ended the call. Now, knowing that I would be staying there for another night. I would have thought that Tyrese would have asked me if I would be willing to switch rooms the next day if one comes available. But he didn't ask anything. He didn't even say he would speak with a manager and see what could be done for the inconvenience. I had no tv my entire stay. I had to watch my tablet for my stay. Now, on the day of checkout, I spoke with the front desk director, Ashleigh Tucker. Once I spoke with her, she apologized, but she also made excuses for her front desk employee, Tyrese. She said that he had something personal that he had been dealing with. She stated he had wrecked his BMW, and he had been dealing with that. Then she proceeds to say I'm not making no excuses, but I know he was dealing with that, and you know how guys are about their cars. She asked me if I could send an email to her about what happened, and she would give me a one night stay at any Hilton. For me, the inconvenience of the tv and dealing with the rudeness of the front desk clerk. One night stay what is that supposed to resolve. My stay was very unpleasant, and if I could have canceled my second night. I would have canceled and...

I had a great trip, but my hotel left a lot to be desired. I will say that location wise it was amazing. It was so close to so many things, but there are a lot of hotels in the same area.

The valet service was nowhere to be found when we got there so we went and checked in and the clerk called someone to get our vehicle. She, however, did not mention that she was handing us bottles of water in a gift bag because the whole city was under a boil water advisory, but did give us a piece of paper that said it.

The room was nice. It was a bit smaller than expected but perfectly fine for what we needed. The lack of a microwave was unexpected and the lack of a vent that could be turned on instead of a small updraft system in the bathroom required multiple courtesy flushes to prevent the entire room from smelling of the most recent bathroom activity.

We didn't smell the mustiness others talked of in the evening because the restaurant, Luke, overpowered it. In the morning, the main lobby wreaked of not just mustiness, but of raw sewage. We went out the side entrance to see they had just parked our car right at that entrance. We didn't mind it because the street was not that busy and they placed heavy tall cones, but thought it odd that the valet parking was on the street.

Checkout was fast, but we found the valet service was not worth it. We watched as they pulled vehicles up one after another and waited about 10 minutes. Then the manager of the service handed us our keys and said we were pulled up on the side. We expected to have it pulled to corner perhaps, but it was right where it was the day before with cones still in place. I went to the front desk about it and was redirected to the valet manager who told me that they were doing it with everyone and that he was the only one that could drive a standard. I've never considered a valet service could hire employees who can't drive all types of cars.

Since speaking with two people on site did no good, I decided to leave and report it directly to their main office.

UPDATE: The call to their main office was pretty easy and they seemed to have a real interest in resolving the matter. They advised they would contact me in 72 hours regarding a resolution. I was contacted by a manager at the hotel and they offered a refund of the...