The manager (*********) in charge on the 11th of May between 2pm -4pm and the lady (*************) who took over from him should be working at the backend! They have no clue what hospitality is. Whilst the ********* was outrightly racist, the lady showed no empathy whatsoever. You sold a room for 4 pm and had the effrontery to tell your guest that you cannot guarantee room availability. Yes, a refund was made after it became obvious that something was about to happen! Will rather sleep in an open space in downtown than spend a night with them. Thankfully, Embassy hotel which was just down the corner came to the rescue. Same day booking (by 4pm)! on getting to the hotel, they upgraded the room, served drinks and complimentary breakfast buffet! Clean room, nice view from room, staff very friendly. Nice indoor pool .... what else can one ask for when you are on a holiday. Hilton should look at training their Ballast frontend staff and bringing in people with the right personality and training!