I live in Knoxville and there was a UT game Saturday [03-03-12] evening so I thought it would be nice to get a hotel room downtown. I'm a Hilton Honors member and like the Hilton brand and typically have a good experience. At 3 Pm my boyfriend and I arrived to check in and it was not a pleasant experience.. I told Elana (I think that as her name) at the front desk I was there to check in and she looked at her computer and after a few minutes of silence said 'I see you're booked in a executive floor king room and I'm sorry none of those are ready.. they have not been cleaned yet' (really? not ready? at 3 pm). She offered to put me in a two queen or king NOT on the executive floor.. I said no problem, if it won't be long I'll just wait for the room I booked. So then she gets on her walkie talkie and asks a cleaning person if any king rooms on executive floor were ready, and guess what? there was. So what that means to me is, without even checking or asking, I was told that the room I was there for wasn't ready and I'd have to wait. She then proceeds to stare at the computer for several minutes not saying anything.. just staring at the computer sreen as if something was wrong. Finally she asks me for the second time how many rooms keys I want because she apparently she forgot that she just asked me that two minutes ago. She just came off as incompetent. Oh and the whole time she never smiled. ..As far as the room itself [room 1811]. I hate to complain.. but there were a few issues there as well. Worst of all was that one of the executive level perks is that they have a larger 42 inch TV which is great ..unless of course it has no HD programming .. just very bad LOW D grainy picture with a lot of lines (see pictures) Not good for watching basketball or anything else. One of the lights in the bathroom was burnt out / not working.. the bathtub, that Hilton's website described as being "brand new", was small and not new looking at all. The chair at the work desk showed some bad wear and tear ( again see pictures). The worst part of the stay was when I tried to order room service. I dialed 0 on the phone and said I wanted to order room service. I was put on hold and I waited a LONG time. It would ring and someone would pick up and put me right back on hold for a long time. Frustrated, I just hung up and called back and said again I wanted to order room service.. The exact same thing happened. I hung up and called for the third time and I explained to the front desk what happened and the woman who took my call was no help at all. She tried to blame me, said I didn't dial the right number, not to call 0 for room service, and I should just wait because they were busy. She finally said I should actually call back in 10-15 minutes because there wasn't anyone to answer to take my order. (really?, again, it's the Hilton and all I want to do is order room service and this shouldn't be that difficult. I asked to speak with a manager and spoke with John, who was, again, no help at all. Just like first woman, the whole time he was speaking to me his tone was as if I were bothering them. He explains to me that the person who takes the orders for room service also happens to be the same person who delivers the orders, so sometimes they're not able to pick up the phone. I couldn't believe what I was hearing so we gave up on room service and went out to eat.. On a positive note I enjoyed the Executive level lounge that evening for a little free food and the next morning for the continental breakfast. The bed was great, the sheets and pillows were very comfortable and the view from the 18th floor toward the river was amazing. Will I ever come back? Eventually yes and just hope next time I have a better experience with customer service and they have the TV fixed. Thanks for reading my review. I can be reached at email@example.com if anyone has any questions.
- Official Description (provided by the hotel):
- The Hilton Knoxville hotel is located in the heart of downtown Knoxville, within walking distance of University of Tennessee and convention center. ... more less
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- Also Known As:
- Hilton Knoxville Hotel Knoxville
- Hilton Hotel Knoxville
- Knoxville Hilton Hotel