Hilton Seattle Airport & Conference Center — Hotel in SeaTac

My son and I stayed here for 2 nights at the start of our trip to Seattle & the surrounding national parks. I picked this Hilton because| 1) our inbound flight was arriving at 10pm and I wanted an airport hotel close by so we didn't need to trek out into Seattle late at night|2) we only had 1 full day for Seattle so proximity to light rail station was crucial|3) we were picking up a rental car from SeaTac when we check out so it's more convenient to stay at an airport hotel instead of a hotel in DT Seattle|4) I am a Hilton Honors Gold member||Having said that, it was my fault for assuming this hotel is attached to the airport (as in, an actual airport hotel within the terminal complex). Our plane was delayed until 11:45pm and being tired I was confused as to why I did not see any signs pointing to the Hilton Airport Hotel from inside the terminal. We asked around and was told to take the hotel shuttle, which luckily was right there. It turns out the hotel is located on the other side of the airport garage by the light rail station - so if you want to walk there (which is fairly easy if you know where it is) - just follow signs for the garage/light rail station and exit from the other side of the garage. The Hilton is across the street from the light rail station.||It was midnight by the time we checked in, HH Gold was acknowledged and 2 bottles of water were given to us. I asked for an upgrade to a double room facing the inner courtyard, which was granted. However, when we arrived at our room, it is right next to several rooms of a fraternity party. Even at midnight they had doors open with loud music and talking. So we returned to the lobby to ask for a different room. This time we were assigned to a 4th floor corner ADA room in the other building. Being an ADA room, it is huge, though it has some machine humming noise. We were too tired to be bothered; later on we realized the noise was from the ice machine next to our room. Room has mini-fridge, coffee maker, and I believe a safe.||As others have pointed out, it is an older Hilton property so cosmetically it looks dated. However, the crux of it still maintains Hilton standard - courtyard rooms are super quiet despite next to the airport, beds/pillows comfortable, wifi strong, basically everything you expect from a Hilton, this place has it. ||We had breakfast at the restaurant for both days. On our first morning (Friday) we were told they only offer buffet. Adult was $26 and child was $10. I thought the price was reasonable and a good deal for us given my son qualified for the child price. The spread is very decent. On our second morning (Sat) we were given a menu - we could order a la carte or buffet. Given our positive experience with the buffet the day before, we got the buffet again. But turns out weekend buffet costs more ($30) even though the offering is the same. With our Gold member credit ($15pp), I think it's still pretty reasonable.||The LightRail station is very convenient,5 minutes to walk there. You exit the hotel, cross the street (has pedestrian walk light), take the elevator up, cross the bridge, and voila you're on the platform. The 1 line runs every 10 minutes and takes approx 40 minutes to get to downtown. The trains are modern, clean and quiet. You can buy a day pass on Sound Transit for $6 (kids ride free).||Finally, on our departure day, I asked if the hotel shuttle goes to the rental car facility (it's a separate location from the airport terminal). Unfortunately they don't. The shuttle only goes between the hotel and airport, so we would need to take the hotel shuttle to the airport, then transfer to the rental car shuttle for the rental car facility. The hotel shuttle only runs 3x/hr (:00 :20 :40) and we had just missed one. So I ended up getting an Uber to take us directly to the rental car facility to save us some time ($10; 10-min ride)||Overall I thought this SeaTac Hilton is good overall; quiet, comfortable, convenient (to both airport and light rail). Most importantly, it served our purpose on this trip. If I were solely visiting Seattle, I would rather stay...

The customer service is really terrible. The agents behind the desk are evasive and rude and are uninterested in solving any problems. I was sent to the Hilton Airport & Conference centre after a lengthy flight delay out of London and was required to overnight. I was given an email from BA and told to show the Hilton desk my boarding card and that everything was booked for food and accommodation. I took the shuttle and when I arrived I showed the front desk the email and my boarding pass and they immediately told me that I was wrong and that there was no reservation. I didn't know what to say except that I had been assured that there were 20 rooms booked and showed them the email with the hotel name. Instead of offering a room (I would have paid and claimed it back) they kept avoiding giving me an answer and the main receptionist then left to the back room. After about 15 minutes of waiting I asked if there was any progress or if I should go to a different hotel, they said to keep waiting. I was then told that the booking was for the wrong location and to go to the Double Tree nearby. I asked about a shuttle which was going to be a 20 minute wait so I said I would walk. She told me it was off 188 which I said, "I'm sorry I'm not from Seattle so I don't know what that means" to which she replied that I had an attitude and she stormed off. I was never offered a taxi or any other option. My jaw dropped and the other agent looked at me, I said I have been awake for 25 hours, I was near tears, and I just wanted a place to sleep for the night. She looked embarrassed and apologised but said I would like the Double Tree better anyway. I proceeded to walk with my luggage (1.3 miles) and waited 30 minutes to check in at the Double Tree. The agent there took pity on me but told me that the booking was indeed for the previous location. He spoke to a higher manager and assured my that if I asked for Brian they would have my booking and offered the shuttle for me to get back. I took the shuttle back to the original Hilton against my better judgement (I should have just booked into the Crowne next door) and went to check in. Two of the original agents were there, the one that told me I had an attitude saw me and left the desk immediately for the back room. I checked in with a new agent and asked if I could speak to Brian as he knew about my booking. She said No. She did finally check me in and gave me a $35 food voucher. The agent that said I would like the Double Tree better then got my attention and said she was able to sort the rooms so I thanked her a few times. I checked in, room was ok, food voucher didn't cover a full meal. I received an SMS from reception which offered if they could assist in anyway. I said I was really disappointed with the service I received. They apologised for the inconvenience but said there was frustration and confusion on both sides but I was never offered anything extra to make up for my time lost between 5 and 8pm wandering around when I should have just checked in directly anywhere else. I don't usually write a long winded review but I couldn't sleep replaying the events from the evening in my mind so I felt I had to leave...

I'll make this quick and break it into sections

(Summary at the bottom)

Rooms: Horrible and outdated, the swanky "80's theme" is nice but it comes across like the hotel hasn't been cleaned in 40 years. Bugs! I had to kill so many from flies to spiders it was really bad I genuinely worry they have an infestation. No microwave is very detrimental. The toilet sucked and won't flush. HEAT! My AC was broken so my room was so hot and it took a few days. Turns out the lint was MAXED I have never seen so much lint come out of anything. Room service doesn't offer anything to help cool off and if you get a busted room they may be unable to fix it for a long while.

Service: Service was bad. I know it's an extremely hard position and they don't get paid enough for the work they do but holy let the room service be room service! It felt like they were so confined and not allowed to do anything. It felt like room service had very limited options on what they were allowed to do. You have wonderful staff, it might have taken a couple of days to book an engineer to fix my room but when he came in he fixed it within 5 minutes and up my trip experience had that happened on day one this would have been a great trip. Allow the ladies that receptionist to be able to give things out to people, even something as tiny as a little ice pack can really up an experience when you're really struggling to sleep far from home. Hotels bring safety and comfort to a stressful trip so if the hotel fails the trip is so hard. "Can you fix my AC" turned into a 45 minute conversation where I was put on hold, then came down to the desk to see the receptionists scrambling around trying to find an available engineer, a very long line of people. Hire more people and give them more options! This is on you Hilton not the employees.

Location: Across the street from the airport (SeaTac). This goes for any hotel located next to an airport but you trade quality for convenience. Personally I think that's really dumb, this is one of the busiest roads in Washington being the main entrance and exit of SeaTac. Trying to order an Uber or Uber eats or something of the like and watching them all get stuck in the same two intersections of traffic for 2 weeks straight really starts to get annoying. Also you can't advertise having the light rail be close. It's still a 20 minute walk to get there and the only way through is the parking garage and it's so long you should just pay a little shuttle driver. SeaTac is not the best airport for convenience because of how big it is. I feel like you can't list the light rail as a good thing because it's 20 minutes to even get on to the light rail.

Summary: A spider infested sauna. Multiple broken appliances. Outdated feel. Poor service. No room service....