I stayed here recently and it was an extremely frustrating experience from the moment we checked in. We were not given a room key at all. The only explanation we received was that the system was down, and that was basically it. no real solution or clear communication.
Because of that, every single time we needed to get into our room, we had to track down hotel staff to escort us and let us in. To make it worse, when we first checked in, we were taken to a room that was still a mess from the previous guests and clearly hadn’t been cleaned. We had to be moved to another room.
Since we had no keys, we asked if staff was going to notify the front desk so there wouldn’t be confusion, but apparently that didn’t happen (or the front desk still had it wrong). Around 9:30 we got a knock on the door asking if the room was occupied, and then again at about 10:40 we received a phone call from the front desk asking the same thing and to confirm our name and check-in time, while we were asleep.
We also couldn’t get keyless entry working through the Hilton app, so we had no backup option. Overall, the lack of room access, being sent to a dirty room first, and being bothered multiple times to “confirm” we belonged there made this a really annoying stay. I expected a lot better organization and communication from a Hilton property.