We were in Brentwood for a family event so a number of us stayed at this hotel. I am an honors member of Hilton and have stayed at Hampton Inns in the past. Until this nightmare, I have always been satisfied. I was ashamed that I recommended this hotel to the rest of my family. This particular hotel should be condemned and the owners should be severely penalized and never be allowed to run another hotel. For what it cost, and prepaid at that, I thought it was at least a fairly good hotel. What an utter nightmare!! If you stay there after reading this, you are staying there at your own risk and deserve the crap you are likely to get. Filthy - stayed for a week and requested a change of sheets once - this did not happen. They remade the bed with the same dirty linens. Requested that the room be cleaned - this did not happen- stains on the carpets and dust everywhere. We returned in the evening to a filthy bathroom, literally an uncleaned tub and sink. I wish I had taken photos. Disgusting!! The coffee pot seemed as if it wasn't cleaned in months, we couldn't use it; there was leftover food in the fridge from previous guests. It was clear that the cleaning staff was incompetent and unsupervised. At one point, there were very few options for breakfast and the person in charge responded to our complaints by saying that she informed management that the deliveries were not made and there was nothing else she could do. One couple in our party had to change their room three times. Customer service was pitiful - making a huge fuss because we asked for bottled water at the desk and making excuses in response to complaints. Can you imagine them washing the entrance area of the hotel at the busy time when guests were getting breakfast and had to walk through this area? Yep! The floors were wet and slippery - dangerous and an accident waiting to happen. We had prepaid, and, as seniors, didn't have the means to change hotels. The very sad part of this horrendous saga was that when I complained to Hilton, as a member of Hilton Honors, I got no satisfaction whatsoever!!
89 Reviews