Driving through West Virginia Christmas evening for a stop over with my family. Young woman who took the reservation over the phone was pleasant and helpful and we got the room we needed. Other guests were cheerful and nice. The man at the door was pleasant and conversational. But the front reception staff was so disappointing.
When we arrived the young man casually said that there were two beverages available to each adult. And that everything else was closed. We asked for a restaurant recommendation and headed out to pick up some food. When we returned at 7:40pm and asked to select our beverages he said that the time was up and that it was only until 7pm. Besides the fact that he never gave me a time limit, I said but you saw me leave and I wouldn’t have taken wine into the car with me. I just figured I would select it when we returned.
It is Christmas Eve and everything is closed, even their own bar. I explained that I truly did not hear there was a time limit and if I could I would but it at their bar but it was also closed. To which he replied there might be a bar somewhere that is open, Merry Christmas.
I am not even a drinker, but we thought just to have a toast to celebrate would be nice.
Shameful customer service. Even the fellows at the 7/11 where we got our food were more hospital.

Everything as expected except for parking. The additional charge was quite a surprise especially since we had to walk from the parking complex to the hotel in the rain. We booked through AAA and the parking charge and layout was not mentiond. Breakfast was great!

The wife and I stayed here for an overnight stay on a road trip to visit family for Thanksgiving week. Property is beautiful but parking is limited and creates chaos in the loading area and the front desk hospitality left little to be desired! I had already checked in using the App and was surprised to find out my room wouldn’t be available until 6pm. As a Diamond member I can usually check in before 3 so this was new. Felt like I was berated because I booked my stay using points and wasn’t offered my welcome bag. The Manager’s reception was a variety of beverages including adult beverages (apparently you need coupons to get your free 2 drinks) and very limited snacks!! We weren’t told that we had drink coupons in our physical key card packet. Was going to go to the “restaurant” but it ended up being about 12 tables in the middle of the lobby and seeing the minimal assortment of snacks being offered we decided to pass on dinner. Wanted to go enjoy the indoor heated pool but found a cold and cloudy pool! On the return trip home, we tried to stay at the Marriott but they were booked so ended up giving this hotel another try. Bad decision! Parking lot was so full couldn’t even drive thru the parking lot to unload bags. Had to park in parking garage next door-over flow parking area. The wife walked in with the bags to get room key, again checked in using app but she wanted a physical key. My wife had words with the guy that apparently handles the parking lot. She wasn’t able to get a room key because he escorted her over to the seating area as soon as she came in- he upset her. Again didn’t get a welcome bag. Tried to order room service from the room as was told I had to come down to order food (none of the QR Codes in the room would scan for the menu). Ordered the salmon, assorted veggies and a salad. Received the food in take out containers in a paper bag! I guess they door dashed the meal??? The salmon was inedible (very dry and very small portion). Wasn’t impressed with the snacks at reception or dinner so we passed on breakfast both times!! I stay at Hilton properties very frequently and don’t think I’ll be staying here again.