“Being that I travel often personally and professionally, I spend many nights in hotel rooms. I am loyal to the Hilton brand because I have a level of expectation when it comes to service, amenities, and cleanliness. When booking specific locations, amenities are extremely important to me, only because those vary based on location, service and cleanliness should be a constant. After discovering this location on the app, I was excited and eager to visit. In my travels, locations with executive lounges are extremely important to me. The complimentary beverages and snacks are nice gestures of appreciation for Diamond members, but most importantly, they prevent you from purchasing the overly-priced item in the "pantry" (it is customary and standard that Hilton properties with executive lounges provide snacks and refreshments). Out of all my hotel options, I booked this specific location for that reason, executive lounge access. Upon arrival, I met with a woman at the front desk. I was booked for a room with 2 queen beds, but I asked if space was available for me to switch to a room with a king bed instead, being that I was traveling alone. She made it seem like such a feat to check for available rooms and "upgrade" me. Being that it wasn't a big deal to me, I told her "not to worry", I'll keep the room that was initially selected for me. After checking in and obtaining my key, I was told about breakfast, the pool, Starbucks, and the executive lounge. Being that the executive lounge was in view and it was only 4 pm (too early for dinner), I decided to visit the executive lounge for a light snack and beverage. After entering the lounge, I was surprised by empty counters (cafe machine) and coolers filled with purified water (It is customary for Hilton executive lounges to have both spring and purified water). Being that I was confused by the empty, dull, and uninviting space, I walked back to the front desk to inquire about the "condition" of the executive lounge. I spoke with a gentleman about my disappointment in space they considered the "Executive Lounge", and that I booked this location specifically for the purpose of having access to a functional executive lounge. He essentially stated that "it is what it is", so I asked to speak with a supervisor, he stated "what exactly do you need to speak with him about", I stated that "I wanted to address my disappointment in the advertised amenities". After expressing my disappointment to George (front desk supervisor), and him stating that management axed the complimentary refreshments because of someone taking excessive amounts of item from the lounge, he had the same "what do you want me to", "it is what it is" attitude. So, let me get this straight. Management decided to stop providing beverages and snacks in the executive lounge (that is essentially what it is there for), because someone took COMPLIMENTARY items. The amount of money one must spend in order to be granted access to the lounge is nothing compared to the cost of providing snacks and beverages to valued guests, regardless if a few may take advantage of their benefit. I wasn't expecting anything outside of what I paid for. I did not expect George to make snacks and beverages magically appear, but I did expect him to care enough to "Make it Right", being that I paid for this reservation with the expectation of receiving what is advertised and expected. I know my executive lounge expectations sound trivial, but what other benefits does a Diamond member really get at this location? I do not usually benefit from the complimentary breakfast because I am out of the door by 630 am. After being "brushed off" by the front desk staff, I called the Diamond desk to express my disappointment. After conversing with the Diamond desk and them calling the front desk to "make sense" of their executive lounge, by way of the Diamond desk rep, George wanted to offer me a comp appetizer at the on-site restaurant. NO THANKS.”

“Super clean rooms, quick check-in & out. Convenient location in Kendall next to malls and expressway. Also the staff is very knowledgeable and friendly.”