We booked two rooms for our stay. One of the rooms was given to us without maid service, the bedspread was dirty and had someone else's hair on it, and the bathroom needed work. We asked for the bedding to be changed.
The hotel sent one gentleman up, he got halfway through the change and discovered he had the wrong size bedspread. Another guy showed up named Heshmel. The two of them took 30 minutes to change sheets arguing with each other the entire time. Then Heshmel started arguing with me, telling me I should have changed rooms (we didn't because our kids were in the second room close by). I called Hilton's customer service. While talking to them, Heshmel continued to tell my wife that he is maintenance, not housekeeping, and this was "womens work". He was very upset he was asked to help in this manner.
I called back Hilton's customer service. They said a manager from the hotel would contact me. While on this call, Heshmel and his friend broke a lamp while changing the bedding, sending shards of glass everywhere. Then cleaned up the carpet with a broom and dustpan. He made it very clear he would not replace the lamp he broke.
At this point, we did switch rooms, because the need to be near my kids were outweighed by the need not to step on broken glass getting out of bed.
The hotel manager never contacted us. When we checked out, we asked her name (Katie Ward). I received an email from Hilton asking if our problem was resolved, I said the manager never called us to discuss. In response, I got a response from Hilton saying "After reviewing your file, I see the hotel has been in contact with you and has processed a refund for one night stay in the amount of 107.00 USD".
The front desk processed the refund, but Ms. Ward didn't care enough to discuss our concerns.