The London NYC

Arriving for a short vacation with my family, we were advised that our hotel room was not available despite being a couple minutes before check-in. So they sent us to the restaurant and did buy us a drink for our wait. However, 45 minutes later, they advised us they had a room but not the one we requested. After going through most of the front desk staff trying to mitigate their error, we requested to speak with the manager (Nancy - Dir. of Room Services). In classic avoidance, she sent an assistant manager who also couldn't rectify the problem so we insisted on speaking with Nancy who left us waiting another 20 minutes before she came down. After over an hour of insisting on the room we requested, they sent us to another room to wait until our room was ready which was another hour of waiting! Adding insult to injury, my teenage daughter overheard the concierge gossiping with other hotel staff that "we were making it more complicated than it needed to be". As we always try to model good behavior for our daughter, this was a good life lesson on the importance to advocate for yourself despite the unprofessional behavior of others. After finally getting into our room, we were assured by Nancy once again, that we would not be charged for the first night. I even left a message for Nancy to which she never responded also inquiring about talking with their HR Manager on the unprofessional conduct of their staff. Given everything else we experienced, I was not surprised when in fact at check-out, we were charged for the full stay despite Nancy's assurances. The only good customer service we got our entire stay, was the front desk representative Nikki who said we've been through enough and took off the first night charges for us. For a Hilton property, the level of customer service was deplorable and their supervisor Nancy should be sent back to remedial customer service training for how this situation was handled. Needless to say, not only will we not be staying at this hotel again, we will try to avoid any Hilton property for our future travels!

Stayed at the Conrad midtown for six nights. This is an excellent hotel in an ideal location. Staff is professional, helpful and friendly and rooms are spacious, clean, quiet and well stocked. As a Hilton Diamond member I received a $30/day allowance that could be used towards any meal at the hotel and bar. This more than covered my daily breakfast charges. I look forward to staying at this hotel on my next trip to NY