Hilton Kansas City Airport

Be me. Super tired. Want to check in and crash, night night. Hotel: you're all checked in, here is a QR code to pay for parking. Me: please just put it on my bill. Hotel: no sir you don't understand, we've upgraded our customer service experience so you have to scan this QR code and input the same info we already have on file. Trust us it's great! Me: scan QR code. Input info multiple times. Multiple times again. And again. And again. App: we love you now and have decided to accept the info on your 31st attempt. Me: this was fun, I'm glad this was upgraded so now I can rage in my dreams about the state of our society and it's reliance on half bake interfaces

Stayed for one night due to a canceled flight and was extremely disappointed throughout. The shuttle was fine but once there we were disappointed. The thermostat in the room was set to 60 when we got there but the room was actually 76 degrees and rising and no ability to cool the room as apparently the thermostat was just there for looks. Beds were small and uncomfortable. The lobby was sparse and hallway dim and unclean. We were fine with it as it was a last minute booking but then the bigger issue occurred. In our haste to leave in the morning for our rebooked flight my young daughter accidentally left a very loved stuffed panda in her bed. As soon as we realized just a few hours later (early enough that a new guest would not yet have been checked into the room) we called to ask if they could look for it since we knew exactly where it was. Betty at the front desk refused. She simply directed me to log an inquiry on a website. Not a shred of understanding while my 7yo daughter was literally sobbing in the background. I understand they can’t chase down every missing item but this wasn’t some set of tiny AirPods with no known location this was a specific stuffed panda with a known exact location and it definitely would have still been in the room at the time of the call. As a loyal Hilton member I was shocked at her lack of empathy or awareness and the sheer laziness of not taking the literal five minutes to grab the bear. Many days later I finally got a response to the inquiry I put in at her direction simply stating they had not found the item. They didn’t even look. Now I have a devastated kid and a deep frustration with the lazy and callous staff at this location. Will never stay here again and will be sending a note directly to Hilton to let them know this hotel is a disgrace.

Our mom (who is early onset) didn’t understand that she couldn’t check in for my husband under his friends and family rate, was demanding to the front desk manager (who needs to lose her job) that she needed to let her in the room. Instead of calling us or talking to my husband she refused service and then reported my husbands friends and family. She was the most unprofessional person. We are trying to get his friends and family back from his aunt whom is an owner. It was never actually taken away we just left so that his aunt didn’t get into any trouble. This needs to be corrected and fixed to the truth. She was very disrespectful towards my mom and she needs to be investigated for falsely reporting friends and family. Not once did she ever call my husband or let us know what was going on. We’ve have friends and family for 6 years never with any issues until now. We are also diamond members and only seem to get treated like trash when we book under F and F!

We expected more out of a Hilton hotel. First, they charge $10 a night for parking and breakfast is $17 a person. After checking in, the staff directed us to an elevator when our room was on the first floor. The bathtub in our room didn’t drain. The ceiling paint is peeling from what looks like water damage. The bedding was ripped. The wall was written on and dirty. It seems as if they didn’t have us checked in for 2 nights, though my reservation listed the correct two nights. The Wi-Fi registration didn’t work on the second day, and housekeeping walked into our room at 8am the next morning despite us not being checked out yet. The food in the restaurant was delicious, though service was pretty slow.