Upon arrival, guests are encouraged to download the Hilton app to access your “digital key”. When I arrived after a 10 hour drive (very much looking forward to stretch and relax), the line to check in was nearly through the door. I promptly downloaded that app to skip the line only to have the app tell me I need to SHOW MY ID AT THE DESK TO GET MY DIGITAL KEY. Cue getting in the very outrageously long line. It took AN HOUR to check in, no offer to make the inconvenience right. Ok? Front desk asked us if we were ok with a “room by the elevator”. We reluctantly agreed because we were told since we were on the 2nd to last floor, there would be minimal noise. WRONG. Every time those elevators are used, it sounded like planes departing in our room. We should have just booked a room by the airport. Thermostat would make the room hotter than the time I visited Death Valley in July; turn it down one degree, there were icicles. There were literal icicles on our leftovers in the fridge. Our food (which cost $$$) was frozen solid, unable to be eaten and cans of soda exploded.
Check out: it took 20 minutes to get an elevator to get to lobby to get to parking garage to drop off bags. Left some small things in the room to retrieve and the elevator issue caused us to lose access to the room (key wouldn’t work). Had to wait another 1/2 hour to have someone open door.
Staff was nice, but obviously overwhelmed. Management is letting staff & guests DOWN. The elevator rooms shouldn’t exist.