TripAdvisor Traveler Rating

Debbie was very welcoming, attentive and very helpful. She made our check in experience wonderful. Our room exceeded our expectations. Would definitely be returning. The high quality service we received at check in was a great start to our vacation.

Thank you Jae for helping to make my time away very special and taking such great care of me! Your professionalism, attention to detail and listening with a compassionate and kind friendly attitude is invaluable. RW is lucky to have you as an employee. Until my next trip to visit Mom…..looking forward to future stays!! Thank you again!!

Arianna was absolutely superb. I was dealing with a lost wallet issue. She was so professional and kind and empathetic and thank goodness I had an emergency card but I just really want to recognize and appreciate that kind of service at the front desk. It sets the mood for my two days of business thank you Arianna!

I’m a guest that stayed at your location the Las Vegas Hilton resort on February 21 through the 23rd. When I checked in, I was made aware because I booked through a third-party I would not be receiving any of my diamond members benefits. That was not a problem for me. The lady at the front desk whose name I didn’t get explained to me with a smile and kindly that there would be $150 deposit. I went to bed woke up this morningwith a $300 charge. I have been a victim of identity theft so I was a little startled and afraid this was the case. I went downstairs to the front desk upset thinking something happened with my credit card. The gentleman that I spoke to asked me what was wrong. I said I’m pissed. I’m angry. I said can I speak to a manager to get a better understanding? He asked me for my room number. I gave him my name my room number all my information a lady came out who I assumed was the manager and instantly had an attitude with me before I could even speak. I started to ask questions and was rudely cut off and told as a diamond member I should know better and that if I booked through a third-party that all the rules apply I said ma’am, should would not let me get a word in she cut me off again. I said please don’t be dismissive to me. I’m just trying to get a understanding and she walked off. I asked her for her business card. She told me no she would not give me her business card nor her name the gentleman next to her saw the interaction and was very kind. I didn’t get his name, but he is on camera along with my interaction with Kearsten. I would love feedback and for your team to look at the camera to see her body language and my interactions from start to finish . The interaction i had with her today made me feel like she does this to certain customers very very often when she thinks no one is looking. This is not a good representation of the Hilton brand. As you can see the gentleman is talking to me. He explained to me that in Las Vegas. It is different with the deposit that it is a daily deposit requirement at the hotels due to damages people taking food, whatever the case may be I walked away with a clear understanding and getting the answers that I came for. He apologized for Kearsten behavior and gave me her name because she would not give me her name or a business card. I thanked him and I immediately came upstairs to call the Diamond desk to let them know how I was treated and the behavior that she exhibited in front of other employees and customers. While on that call, I was brought to tears because it was so unsettling that someone in a management position would be comfortable enough to treat a customer that was just trying to get information from Hilton and not be reminded that because you’re a diamond member you should know better than to go through a third-party to book a room. I was here for my girlfriend of 40 years 60th birthday celebration party. I will now be going home thanks to Kearsten for ruining my trip if you’d like to contact me you can you have my information if you look me up under my room reservation. When I checked in, that was the most easy check-in the lady that helped Me was very nice and I was upgraded to a different room that was so nice. Thank you for your time and I can’t wait to hear from you on resolution to this situation that was very, very unnecessary.

Arianna at the front desk gave us the best check in! She was training and still made us feel very welcomed and was quick.