What a disappointment! For years, this had been our go-to hotel when we're in Concord, NH. My…read morehusband and I loved the big smiles when we arrived, and how the desk staff often remembered us from previous visits. The hotel felt like a second home, in a way.
This time, the staff seemed very different. No smiles. No "we're glad you're here." And only one of the two women at the desk seemed even vaguely familiar... though I'm still not sure of that.
However, we were tired from a day on the road and were eager to get sleep. On this visit, we didn't have a reservation, and - checking in at the desk, planning to stay for two nights - we were told that they had just one room left... and the price seemed very high.
Exhausted after our long journey, we still trusted that this was a fair price for a very good room.
(Neither were true, and - when I later checked the booking service we usually use - this hotel still had five rooms available... and we'd been charged the public price, not our Hilton Honors member price.)
But, that wasn't the only problem. When we arrived at our room, both beds were wrinkled, as if someone had been sitting on them, or had placed luggage on them and then - changing their minds about the room - they'd left.
Also, the room was dirty. Not awful, but housekeeping should have seen the brown, sticky marks (like small fingerprints) on the bathroom door, as well as the empty vodka beverage can next to one bed's headboard.
In addition, there were just a few sheets of toilet paper left on the roll in the bathroom... and no extra rolls.
(And, as a somewhat trivial side note: Upon arriving in our room the TV screen did not welcome my husband by name. In fact, the TV wasn't on. And when we turned it on, the usual greeting screen still wasn't there.)
But, as I've said, we were exhausted. So, we unpacked because the next day was going to be a busy workday for me, and we needed sleep.
The next morning, I explained all of this - the incorrect information at check-in, the toilet paper issues, etc. - to the young woman at the desk - the one with long brown hair, who rarely smiles at all - and, with no apology, said she'd tell her manager. She also gave me two rolls of toilet paper.
Later in the day, we received a call in our room. The hotel was returning $52 dollars to us, giving us extra Hilton points, and offered to move us to one of the empty rooms.
We thanked the caller but declined the move, mostly because I was busy working (I'm a journalist) and we'd already unpacked our suitcases and set up my work area.
That was a poor decision on my part. That night, the air conditioning unit under our window - different from most of the hotel, that has central a/c - started rattling loudly at around 2 AM, keeping us awake.
We were glad it was our last night there. Aside from the great breakfasts, none of this experience had matched our previous visits'.
At checkout, the same unsmiling woman was at the front desk. I told her how very sorry I was to have to write an honest review, since our experience - and our room - hadn't been up to the hotel's usual standards.
She interrupted me, saying sarcastically, ""Oh, you mean the room we gave you $52 and 3,000 bonus points for, and offered to move you to another room?"
Stunned, I agreed as she shoved our room receipt at me, said she'd tell her manager what I'd said... and then she turned away from me.
This was such a stunning response, I'm still astonished. There were so many other ways she could have replied, such as, "I'm sorry, and we'll make changes so your next visit is better." Or, "We were unusually busy, and I guess things slipped through the cracks that shouldn't have. We'll make sure that doesn't repeat, and appreciate your business."
Instead, we left feeling disappointed but also frustrated, because this used to be such a great hotel.
As we drove away, my husband and I agreed - sadly - that we'll never go back to that hotel again. In our opinion, that Hilton franchise hasn't maintained the Hilton standards. Fortunately, and we have other hotel options when we next return to the Concord area.