"Staff here always friendly/helpful (stayed here on numerous occasions over the years). This was by far the worst stay of all. Arrived early, unable to check-in prior to because of the Paris Kizomba Congress which was taking place over the weekend. No problem, we know it's not always possible and accommodated in the executive lounge to wait. Asked if I could be told when a room was available (even if lower room type) and told to check back. Waited awhile, someone else came into the lounge, also trying to check-in and having to wait. Accommodated before us even though he arrived quite some time after. Went back to ask and was told no rooms available still... My husband went and asked again after noticing, we were told there was one room but a lower category so we took it because we wanted some rest. Nobody ever came to let us know in the lounge even after I had just asked after the other person had been accommodated. Got to the room(626), noticed when we woke up that the room was infested with moths. Went downstairs to see if there was another room because there were at least 2 dozen, some of which I was able to kill. The gentleman at reception told us flat out there were no rooms available and that they were oversold but he would send up the manager of housekeeping. Younes(spelling??) arrived and saw the bugs, told us we couldn't stay in that room but we told him that we were told there were no other rooms available. He came back 5 minutes later with a key to a different room(511) which had no issue of bugs (only issue here was that it was a family room and only ONE bath towel)!! He couldn't have been nicer and was the only person that really made something happen and took matters in his own hands. If he hadn't done this, we would've been disgusted staying in an infested room.
Other issue of the PKC event was that this was non-stop 24/7!! Noise from the music, bass (could hear/feel in the bathroom, fortunately not in the bedroom area on the 5th floor!!) and the noise from the guests who took over the entire common areas of the hotel was absolutely horrific! If there's an event being booked, there should be a time frame where the event space is only available during daytime/early evening hours and NOT 24/7! Many guests who weren't staying for the event were complaining and rightly so, as we also did. If something like this is being booked for a 24/7, multi-day event, the property should not be made available to regular customers because this was a great disruption to rest (also many airline crews staying there so I can only imagine their rest was disrupted too)!
The amenities seem to keep getting lesser and lesser on each stay. The lounge apparently no longer serves breakfast and the happy hour food items are pathetic, however the staff in the lounge that we come across are lovely as always. Now instead of breakfast included for Diamond members, it's a choice of breakfast or points? This isn't what's stated in the Honors info for what's available depending on status levels.
We cancelled the night we were supposed to stay on the back end of our trip. Also cancelled 2 rooms/2 nights each at the beginning of DEC and 3 nights in APR in order to stay at another hotel brand in the area. Other property may be a "lower" tier but rooms are clean, no infestations, free breakfast like the Hilton used to have years ago (used to offer a nice spread, nowadays similar to Hampton Inn/similar). The stay for DEC was with my mother/her sister and couldn't take a chance in having them be subjected to any of these issues. Not worth paying for an maintained properly... If you don't walk along the "right" path to the hotel, you'll have rats running across your feet!
Reviewing here since hotel never responded (this is basically a copy/paste/adjustments for characters)... We stay in hotels 100+ nights per year because of work so we have an idea of how things are. On top of that, as mentioned before, we have stayed at this property throughout the years and have seen the decline, and it is not on par with other "Hilton" level properties."
