4/10 Poor
Drew-Anthony
3 Jan 2025
Liked: Cleanliness
Disliked: Staff & service, room comfort
Checkin issues at Kelly
I would avoid any rooms in the older part of the building facing 1st ave. The noise from the traffic is excessive as there isnt glazing on windows. We requested a change of room...even a lesser room than the king studio we had booked....and the hotel had plenty of available rooms, but the inexperienced check-in staff said "the room has already been assigned and they cannot change anything". I asked for the manager and was told there wasnt a manager on duty. The only solution offered was that I pay for a second room ! which i refused to do. We accepted the situation and put blankets against the windows to reduce the traffic noise. When we checked out 2 days later the agent asked if we had enjoyed our stay, I explained what had happened.
She apologised and said that the check-in staff should have arranged another room and she would arrange for training for them. Unfortunately, thats all too late for me ! and a poor reflection on Hilton. Be careful if you stay at the Kelly !
I should also mention that i contacted Hotels.com, but the virtual agent was USELESS and when i finally made it to a live agent they tried but couldnt get through to the hotel (so they told me) and therefore couldn't offer any help.
Drew-Anthony
Stayed 2 nights in Dec 2024