I am honestly still in shock at how awful this experience was, given that I'm a long-standing former Diamond-level Hilton HHonors member who still maintains my Gold level status. Because there is only one Delta flight per day into Quito from the U.S., our arrival was around 11:45pm. The Hilton Colon literally only had to deal with us for 10 hours because we were checking out the next morning and almost all of that was sleep time since we had been traveling so long before arrival.
Upon checkin, the desk attendant rudely accepted my certificate for the complimentary night stay I had arranged through Hilton Guest Service, grudgingly gave us our key and made it very clear he needed to know when we were expecting to leave the next morning. We were shocked. No "Welcome to Quito - we hope your stay is pleasant in our beautiful city" - just "What time will you be leaving?"
The bellman who carried our bags to the room was phenomenal - so kind, so welcoming, so pleasant, so helpful. The room itself was also lovely. The beds were very comfortable. Water pressure was amazing. All of this was exactly what we would have expected in a Hilton property of this price point. However, the second disappointment for this stay was that neither the executive lounge nor the fitness center had 24x7 access to get pure water which is critical for international travelers, especially at 10K foot elevation. In all the Hiltons I've stayed, locally and internationally, all have provided either filtered water dispensers or individual water bottles (or even soda) around the clock for those patrons with executive floor access. When we asked the front desk, we were told they were only open during breakfast and happy hour time frames but that we could certainly purchase bottled water instead. This is not at all customary for Hilton properties.
The next morning, we stopped for a quick breakfast on the executive floor which was fine. We knew we had to leave before the front desk ogre came after us. We were departing well before checkout time because we had actually planned to spend the entire day seeing beautiful Quito. The bell desk again was so wonderful to us. They helped us plan an extended taxi trip to various landmarks and were very kind to let us check our bags while we had our day of exploration. Then, I made the mistake of stopping by the front desk to return my key.
I was held at the front desk for at least 45 minutes while everyone told me that I needed to pay for my stay. I calmly explained that I had given the certificate for my stay at checkin so there should be no additional charges. I proceeded to be harassed by multiple front desk employees who first couldn't find the certificate, but then insisted they needed their managers because I still needed to pay. I was told that my certificate could not be accepted because I had not called the hotel first to let them know I was using a certificate. My mind was spinning wondering how this could have been a requirement or relevant for that matter. I explained clearly that I made the reservation through centralized customer service (hence the reason I received the certificate with clear printed instructions to provide it at checkin - I even provided the actual letter at checkin too) and that the Hilton rep absolutely did call the hotel because they checked specifically for me if there was airport transportation (not included). There were no other written or verbal instructions conveyed about needing for me to place an additional pre-call to the hotel. After nearly an hour, I finally told them this was ruining my day, that we had limited time to explore the city, and this was not at all acceptable customer service from a Hilton property and I was leaving before this cast any additional impression on Quito hospitality in general. At that point, I was allowed to depart.
Honestly, this was the worst hotel treatment I have ever received - especially at a property where I stayed less than 12 hours. I'm not sure what is happening with Hilton lately since I've had two negative experiences recently, but I'm about to be over it. My entire family supports Hilton Hhonors with linked credit cards, personal and corporate travel, etc. and I am really hoping things turn around to retain my loyalty to the brand before it's too late.
- Official Description (provided by the hotel):
- Strategically located in Quito, the capital of Ecuador, the Hilton Colon is only 15 minutes away from Mariscal Sucre International Airport, and is surrounded by cultural, tourist, commercial and financial centers. Our excellent location is only minutes away from the old Colonial ... more less
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- Also Known As:
- Hilton Colon Quito Hotel Quito
- Hilton Hotel Quito
- Hilton Quito