We reserved & paid for a king suite room and was assigned to a double bed room. After my family went to the room and saw this, we went downstairs to let them know and was told they had no more rooms available and that they overbooked the hotel. My husband and I had to sleep apart! The pool was out of order. The fountains were out of order, drained. As we arrived late in the evening, my husband asked the if we could get a late checkout. The young male with a ponytail told him that he already "gave out a few" and couldn't help. My husband asked another worker named John Bush and he gave us a late checkout. The shampoo and conditioner bottles were also empty. For a $200+/ night stay, we were thankful for a place to stay on our travel but disappointed in the overall experience.

Checked in, got room key and went straight to my room. Key worked, and I went into room. Room was already occupied and I was mortified. I Went back down to the Check-in and told the gentleman that was working.He said what and then he just exchanged my keys.For another room, no apologies given. My room was filthy and The shower door didn't work and wouldn't stay closed. We spilled something on the comforter and called for housekeeping and ask for new sheets.The gentleman brought them up, dropped them off at the door when we asked if we could have another comforter he told us no there weren't anymore and then he left. We had to make our bed ourselves and slept 42 nights with no blanket and or comforter. The fire alarm went off 3 times the first night and the customers were all standing in the corridor wondering if it was safe?We received no input from the folks working at the hotel at all , so we eventually stood out there long enough and decided to go back to the room , hoping it was ok. Once we arrived, we found that the pool was closed as well.As the hotel's restaurant was closed and they offered to shuttle us around the city to eat. When I reached out to the hotel manager to make him aware.He sent me a three line email asking who the housekeeper was and ignored the rest of our issues. I called Hilton today and was told after a 30 minute.Phone call that an incident report had been reported by the hotel and they were going to refund me one night . I would avoid this Hilton hotel at any cost.The customer service is Horrific and the hotel is run down and delapdated.I would like to give you a positive from the trip.I just don't have any and I am very unimpressed with Hilton's service recovery.At this point I will never do this again

We have been staying here for 5 years, since before our daughter went to University of Charleston. We have always had a good experience. There are times when there are a lot of kids sports teams staying, but we’ve never had an issue other than a little noisy in the lobby. They seem to have gotten that under control. The mattresses could use updating. I believe whomever designed the showers, designed them wrong. The staff has always been friendly and helpful. Jerry, the shuttle driver, is the absolute best. He is accommodating and very helpful. He has been employed there for at least the last 5 years. We have used him to go to GoMart Ballpark and the Civic Center (it’s a short walk but it was raining!)