I want to start by saying all three employees I encountered were kind, knowledgeable, and professional. Mgr was "unavailable." The common areas (lobby, hallways, etc) were clean, if dated. There was an unpleasant smell, limited to the first floor. Room was dirty.
Last minute booking due to a family emergency. I called the hotel to verify my sister could check in without me as she was arriving first. I called a second time to verify reservation and add my sister's name.
I finally arrive for check-in at 2am - sister and step-father in tow - to find water leaking from the ceiling
above the check-in counter and a sign stating water will be intermittent due to pipe work. The sign is dated March 4-5; it is now the 6th. Our room was dirty; my socks stuck to both the bathroom tile and the carpet in the room. A few minutes later my step-father tells me there is no hot water.
I talk to the AM counter agent, explaining the situation - emergency, parent died, 2am, non-refundable, dirty room, no hot H20 - was told they probably couldn't refund the room for my step-father because we knew about the leak/sign but the manager authorized a discount once I contacted Expedia.
Contact Expedia who gave me $25 OneKey credit, claiming hotel would not answer their phone. Hilton gave me a small refund for step-father's room.
Parent death aside, the state of the hotel and lack of reasonable compensation is unacceptable.
Past experience with Hilton = this is a one-off. Expedia = do better.