Booked the room with Booking.com effortless with no issues. Little did I know it was going to be the only thing that was good about this property other than the kind staff who were beside themselves when I showed the the obvious yellow urine stain on the floor. I checked in late, and had originally requested a room on the first floor close to the entrance as I suffered from injuries sustained while on Duty. Unfortunately, there was nothing available based on the booking I made, and the time of the request. Of course, that was completely understandable, through no fault of the gentleman manning the desk. It was late, and I was exhausted from all the traveling I was doing. I settled in, took a shower and watched a bit of TV. Approximately 0:300 hrs, I got up to get something from my bag, it was then that I looked on the floor and saw the yellow tell tale evidence of URINE. It stood out, and anyone aside from Ann Frank couldve seen it up to and including the cleaning staff. Why it was left like that after the room was supposedly cleaned and checked by a cleaning supervisor is beyond me. Needless to say, l was disgusted. Knowing it was now very late, the thoight of having to pack, get as far away from this property and shower again was not possible as I was leaving the next day. Instead, l tried not to look at it, counting down the hours till I could leave. I packed everything, watched TV and waited. Finally, l vacated the room, contacted the front desk, and both explained and showed them the photo I took of the Urine. They were both very nice, apologized profusely, however when asked what they would be able to do about it, they apologized and said because the reservation was made with a third party, the ONLY person who could make this right was the on site Property Manager whose card they offered me urging that I contact him. Once situated, l contacted the General Manager using the phone number listed for him. I left a message for The GM Robb Bythe explaining the situation. I then waited for a return call. I waited........ and waited...... oh yeah, and waited some more. After a few hours, i reached out again, this time leaving another message with a bit more concern in my voice hoping he would take the hint. I explained the obvious, as well as it being an obvious health code violation as well. I reiterated my dismay and told him I would both expect and appreciate a call back. I then waited..... and waited...... and guess what, waited some more. However no call ever came. Now, I am LIVID. I refused to call again and instead waited till the next day ( today Sunday February 26th at the same time as I advised the desk staff the prior day hoping I would talk to the same person. I advised her to let Mr Bythe know when he came in this morning that I expected a call back. I was told that he was going to be on site at noon. I advised the Person that I would hold off till 13:00 before I submitted a scathing yet 100% factual review on his abysmal customer service. I then waited...... and waited.... and guess what! Waited some more even giving him the benefit of the doubt waiting past the time I told the Front Desk person I would submit my review to both Booking.com and The Hilton Hotel , its Corperare Office ( which I will do on Monday prior to my Flight to Vegas) as well as the Health Department, Better Bussiness Bureau, and anyone else I can think of. What angers me more than the URINE left on the floor was his complete and total disregard for providing a shred of concern or an ounce of Customer Service. I travel all over the world and am a Diamond member with one world wide Hotel/Resort chain as well as a Platinum member with the MGM chain of casinos across the United States. Of course things happen, and I am usually amenable to discussing it with the proper individuals who ALWAYS go above and beyond teying to fix whatever problem there might be. NEVER have I EVER been completely ignored. And yes, this is the EXACT reason why I will make sure I contact everyone and I mean EVERYONE just so this poor excuse of a Manager knows the satisfaction of his payrons are the lifes Blood to any succesful business. I even went as far as to advise the kind person on the phone exactly what I was going to do and told her to please advise Mr. BYTHE I am not joking, nor am I making vailed threats with no intention of following through. She advised me she would in fact tell him. Of course, you know the rest. I WAITED....AND WAITED AND GUESS WHAT, AM STILL WAITING AT EXACTLY 20:34 HRS ON SUNDAY February 26th. Has this become personal you might ask? And the answer is obvious, yes it is. And If I have to, I will screen shot this, attach it to an email followed up by a letter and send it directly to the Hilton Corperate office. And THAT is just the start. I dont even care if they refund me one red cent, because Now, this is purely based on principle. Some times people actually do follow through on what they say, I being one of them. Im hoping this review is posted in its entirety and also hope there is a place I can submit a photo of what was left for me in the room. If for some reason this is mysteriously missing from the reviews, or does not make it to where it should go, believe me, what I have done thus far is nothing compared to what and who I will contact. This foolishness could have easily been averted had this individual who has no right being in a customer service position would've taken the time to make a 5 minute phone call to me. …
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.