We arrived at 8 pm after a long travel day, ready to go to bed, but when i got there i was told my room was cancelled, despite it being on the same booking as my friend's room, which was still there. The staff were unhelpful and insisted that this was Costco's fault, i had to call them to sort it out myself and asked me what i wanted to do. I could go somewhere else, or they can charge me for a night and then ask Costco for a refund later. This lack of service was incredibly disappointing. If i wanted to be told "figure it out yourself" i would've gone to a Motel6. I come to the Hilton so that the staff can help solve problems for me. The staff should've said, let's get you into a room, we'll put a temporary hold on your card, and i'll call costco first thing tomorrow to get this sorted for you." I couldn't sleep and the next day I immediately called costco only to be told the Hilton had sent them confirmation of my room, and they dont know what's going on, but Costco will call Hilton and sort it out. When i walk by the front desk after breakfast the check in on progress, the front desk mentioned that the reservation was there, so they're not sure why i was told it was cancelled the night before, but that they were still working it out with Costco. All in all the level of incompetence and bad service leads me to say i have no faith in Hilton and will never stay at a Hilton again. On top of this rocky start, at the end of our trip, just before we were packing up to leave, we got an angry knock on the door. I opened it and a woman was yelling at me in spanish. Finally i caught the jist of it and she was telling me i was supposed to be checked out. I told her we have 2 pm late check out and she answers aggressively "AND WHAT TIME IS IT NOW?!" I answer 11:10 am, which is not 2 pm. Then the other staff said i wasnt on the list and they walked off without even apologizing. This whole stay was ridiculous and no offer of anything to help make up for stressful experience. Definitely don't stay here, you will be disappointed.
