I recently stayed at the Hilton Brighton Metropole, using 40,000 HHonors points for each of two room reservations for friends and me (80,000 total points). The hotel is a century old, beautiful beachfront building that, on the website, looked like this (nice Lamborghini to boot):
The Metropole (or Hilton Metropole as it is now known) is a throw back to the days when going to the beach in England was a luxurious, and stylish upper middle class affair.
These days, the hotel’s common areas reflect this former grandeur with chandeliers and old- world ambiance, and are in a decent shape. However, the rooms we paid for with HHonors points were some of the worse Hilton hotel rooms I have stayed in. The mirror was cracked and broken, and literally held together by duck tape. The shower handle was broken off, and there was mold growing in the shower. I have stayed at nicer Motel 6 and Super 8 motels than this supposed Hilton!
The staff at the hotel clearly do not care either. We requested a high floor room away from the elevators, and were given a second floor room (out of 6 floors) right next to the elevator, in spite of checking in on time when most rooms should have been available. If you called the front desk, it just rang off the hook until the call was disconnected. I can’t believe that a 1 night stay here costs 40,000 HHonors points, or roughly half of a stay at a Conrad or Waldorf Astoria! You get butler service at some of the really nice Conrad or Waldorf hotels, not mold and duck taped mirrors. Basically, this hotel should not have the Hilton name attached to it without a good amount of TLC. I wrote to Hilton Corporate, and have gotten a response that they will get back to me within 3 business days… I am (not) holding my breath for a constructive response.
What do you guys do when “things go wrong” at hotels you have stayed at? Share any trips or tricks in the comments section below!