I was very disappointed with my stay. After a long day of travel from Seattle, my mother and I checked in on May 16. At 1 a.m., the fire alarm went off and blared nonstop for 30 minutes. Some guests evacuated, others ran downstairs. We were on the second floor and decided to exit the building.
There was no clear protocol. The front desk staff stood by without giving any information or instructions. No announcements were made, and guests were left confused. There was no communication from management.
The next day, I spoke with the front desk (supervisor). She gave a dismissive response, saying it wasn’t their fault and that the fire department had to clear it. She also said no manager was on duty over the weekend. There was no apology, no concern for the disruption to our sleep, and no effort to please or make it up to us.
I told her I chose Hilton for its reputation, but the service I received felt more like a low-end motel. If I could attach a video, I would — it speaks for itself.