Hilton Scranton & Conference Center — Hotel in Scranton

I stayed here for 5 horrific days and from the moment I walked into the hotel my stay was uncomfortable. It took over 25 minutes to check in as there was only 1 staff behind the counter for the first day of check in for our conference. The AC was not working and the air was hot and stagnant. My room keys did not work twice, resulting in me having to go up and down to the lobby repeatedly until they moved me to another room. That room did not have working AC, I had to go back down and ask for a building engineer to come and take a look. After 4 hours my room was still not cool, which then I had to go ask the front desk if they had a fan available because I could not sleep in the room with no air. I received a box fan and After that the room became muggy and damp for the entire week. To the point that all my my clothes, sheets and towels felt damp to the touch, even with the fan going on high. All of my paper for my conference turned wavy and I asked twice about a dehumidifier and the staff said they could not accommodate me. The whole building was woefully understaffed and untrained. I was there for 5 days and not once was my room cleaned or towels replaced until I went down to the front desk to ask for more towels. Even though the signs displayed said that guests staying more than 5 days their room would be cleaned after 4 days. At one point during a storm the ceiling in one of the Ballrooms began to pour water from one of the linear diffusers. Myself and another guest ran downstairs around midnight and told the staff behind the desk, the man was rude, dismissive and genuinely annoyed we came to tell them of the leak. At this point this is when my companion and I noticed the mouse that had just run across the lobby floor and into the grab and go area. We went back up the the ballroom to put a trash can under the leak until the building maintenance arrived. Everyday that we had our conference our rooms ran out of drinking water, the menu available at the hotel restaurant was limited and the food was bland. The water in the hotel toilets was not clear and tinged brown. I used bottle water to brush my teeth because I was uncomfortable even using the water from the building to wash my toothbrush. The final night of our conference was a banquet in which our meals were preordered and our food allergies were noted, not only was I brought the wrong food the first time, when my corrected food was brought out it was covered in something that I am severely allergic to. A guest beside me knocked over and water and one of the wait staff came by and brushed the ice and water on to the floor between myself and the guest and walked away. I also had to go find someone to talk to because one of the guests at our table never received her food. We were all almost done before her meal was brought out. Having 3 wait staff for 200 people is unacceptable not only to the guests but the staff. I spent over $900 on this hotel and it was by far my worst experience at a hotel. And especially given the Hilton name associated with the hotel I expected way more for my money. Overall our conference bill between the association and all of the guests had to net close to, if not more, than $80,000 and there was not a single moment in that building that I felt was worth our money. I was uncomfortable, had to sleep in a jacket and pants because the sheets were so damp from the air not working that they were sticking to me, and quite a few of the staff were incredibly rude, dismissive and untrained. The entire experience was unacceptable and has put me off the entire Hilton brand. I will never stay at another Hilton after...

This is definitely an older hotel. It wasn’t as close to Camelback as I would have hoped but it was cheaper than the Hampton Inn and Suites. Given the distance, hotel capacity, garage parking and fee, the lack of breakfast at the hotel and within Scranton, I would definitely have chosen the HI&S near the Poconos and paid more. You truly get what you pay for. Now if you came for Montage, and this place works for you - by all means.

As Diamond members we weren’t granted any upgrade but they did honor our last minute request from two Doubles to a King. An attendant was prompt in bringing our change of keys. The room had a slight smell to it. No issue, since a trip to the Hilton Times Square a few years ago, we always travel with a Plug In. The bathroom was a whole issue. There was hair all over the floor. Clearly visible. My partner cleaned it with a towel.

We arrived at 9 pm and given everything in Scranton was closed, preparing to close or mixed reviews, we opted to grab something from the restaurant. Dinner took about 20 minutes and we took to our room. The salad was okay and the sandwiches, fish and chips and chicken tenders were so so but the flatbread is where it is at. The Chicken, Bacon, Ranch was delicious. I ate it again for dinner the next evening. 🤷🏽‍♀️ If it ain’t broke, don’t fix it. The lemonade mix with liquid sugar was okay as well. The staff were friendly.

Breakfast was a grab and go. 1 hot item. 1 cold item. 1 beverage. I’ve stayed at a few hotels and resorts during COVID, Hilton and other and not all skipped breakfast especially a Hilton. Oh, that’s right - part of the reason we chose this place but again, a mistake. I should call to confirm versus making any assumptions as each hotel operates differently. My bad. The breakfast options were not up to par and there was NO reason (other than morning staffing) why they weren’t able to provide an adequate breakfast or a dinner credit. We found a local diner that had a decent menu but skipped it to head to the Poconos. An issue is that this isn’t communicated at check-in.

Accommodations. The room was spacious. The bathroom has been updated and the shower while the flow was low to medium the temperature was nice and hot. The bed was medium. The pillows were decent. The tv was huge. I don’t think I’ve seen such a large tv before. We had a single seat in our room. Given the size of the tv, and size of the room I would have thought that they would offer a pull out couch. Also because of COVID, the housekeeping staff do not make up the beds. This wasn’t shared at check-in either. Avoid an adjoining room as the sound of guests next door are amplified. We were up at 6 am due to a family and their guests flowing from the hallway to the room and we heard their entire conversations. We decided to check out early as enjoying a morning rest wasn’t feasible. When expressing our concerns both Friday and Saturday, management did understand our concerns and grant us compensation. I appreciate their efforts.

Guests were constantly flowing in and out. Some guests were not observing COVID mask requirements or social distancing and this wasn’t just at the restaurant while eating but during breakfast and in the pool area. The pool was packed. The jacuzzi filled with little ones. We completely avoided the first floor when possible.

Staff were friendly and efficient in responding to needs. If I could give this place a 3.2, I would for friendliness but there is much to be desired.

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DISGUSTING!! Don't let the pictures fool you!!! This was easily the WORST stay ay a hotel that I've ever experienced! (7/23/2023) What was supposed to be a relaxing and exciting vacation with my family turned into a complete nightmare! This hotel was absolutely disgusting and put the health of everyone in my family at risk. I could tell right away that something was not right with the air conditioning. It was very hot and muggy navigating the hallways and I was starting to become uneasy because there was a musty smell. I figured we would be able to remedy the situation by cranking the A/C once we got into the room. We adjusted the temperature down to 60 degrees and made our way to a nearby restaurant and expected the room to be cooled off upon our return. When we came back, we were disappointed to find that our room had not cooled down much at all. We decided that since we were only there for the night, maybe we could cool off in the pool. There's not really much to note about the pool. I decided to take my 2 year old back up to the room to start giving her a bath and my 9 year old and husband would shortly follow. I was excited to try out the jacuzzi tub. Here's where it starts to get bad. The drain toggle was broken and hanging on for dear life and trying to keep my daughters fingers from being caught was a challenge. (She's a curious 2 year old so you can understand how safety is my main concern). To remedy the damage, a small drain stopper was in the tub that barely fit the drain and I had to keep refilling the tub. The handles for the water spun 360 degrees and trying to keep a steady temperature on the running water was impossible. I made do with what I had to get my child clean. I was so thankful when my husband and other child came back to the room. After the bath, I let me youngest wonder the room to play with her toys and quickly noticed that the bottom of her feet were filthy and black with who knows what. I then decided to take a white clean washcloth, got it wet and scrubbed a spot on the carpet. The washcloth immediately went from white to yellow. I then became very curious and started my investigation of the cleanliness of the room. The entire room was riddled with filth and grime. In the corner of the bedroom there was what looked to be dried up pink vomit matted into the brown stained carpet. The lamps on the tables had dust build up. The sofa bed in the living room had stains that looked like the ingredients needed to make children. One of the pillow cases that something brown smugged on it. My husband pointed out that the stand up shower was falling apart. The metal frame that holds the glass walls of the shower was falling off the tracks. We noticed behind the peeling wallpaper in the bathroom was black mold! We began peeling back more and more wallpaper on every wall of the room and continually found more and more mold. I was appalled and shocked beyond belief and felt so guilty that I had subjected my family to this type of toxicity. We will NEVER be stupid enough to stay in another Hilton hotel or any hotel affiliated by...