My family and I stayed at the property from August 23 through August 29, 2026, we booked two rooms, one for my mother and my brother with his wife and one for my husband and I with our two little dogs.
Unfortunately, what should have been an enjoyable stay was significantly impacted by the inappropriate, disrespectful, and concerning conduct of an employee.
The first incident occurred when my mother was walking towards my room when a housekeeper with the name Mary L. was cleaning a room close to my mother’s, with the door open. My mother politely approached her and asked for tissue and toilet paper. These items had not been replenished the previous day, despite our having specifically requested housekeeping service to change the sheets and towels and replenish the toiletries.
Rather than simply providing the requested items, Mary L. responded in an unnecessarily rude and confrontational tone, questioning my mother about why she needed tissue and toilet paper. My mother calmly explained that the items had not been replenished the previous day. Mary L. then began arguing with her and insisted that she had left the supplies in the room.
After several minutes, Mary L. eventually handed my mother two rolls of toilet paper in a very rude manner. My mother politely told her that she only needed one roll and thanked her.
As my mother walked away, Mary L. made an extremely offensive and vulgar statement about my mother, saying, literally, “What a f… b….”
Unfortunately, there was another incident just few minutes later that same day.
As my family and I were leaving the hotel, my mother walked past the room next to mine that Mary L. was cleaning with the door open. She looked at my mother and said to another housekeeper, referring to my mother, “That b… there is a liar. She said I didn't leave toilet paper in her room.”
This was the second time in the same day that Mary L. referred to my mother using an extremely derogatory and offensive term. My mother had done nothing to provoke this behavior. She had simply and politely requested basic toiletries that had not been replenished.
The following day, Saturday, August 29, as we were preparing to check out and loading our vehicles, Mary L. saw my mother walking by and began laughing at her.
What happened next was even more concerning.
After seeing my mother leave toward our vehicles, Mary L. proceeded to enter my mother's room, using her key, without knocking. My brother and his wife were still inside the room gathering their final suitcases and were startled when she entered.
Mary L. did not have her housekeeping cart with her when she entered, she was cleaning a room several doors down the hallway. Most concerningly, she did not apologize or provide an explanation for entering the room without knocking while guests were still inside.
Given the events that had occurred between this employee and my mother the previous day, this unauthorized and unexpected entry was extremely unsettling. We are left genuinely concerned about why she entered the room under these circumstances, particularly after the hostile interactions that had already occurred.
The issue with all this situation is the pattern of conduct: disrespectful and confrontational behavior toward a guest, repeated use of vulgar and derogatory language, openly insulting my mother to another employee, laughing at her, and then entering her room without knocking while guests were still inside.
This behavior is completely unacceptable for a Hilton employee and falls far below the level of professionalism, courtesy, and respect that guests should expect from a Hilton property.
The incidents left my family extremely uncomfortable and caused my mother significant anxiety during what should have been an enjoyable family stay. We have stayed at numerous Hilton properties and have never experienced anything remotely similar.
The conduct of this employee left a very bitter impression on our family and has made us question whether we would feel comfortable returning to this property or recommending it to others.
