Hilton Albany

For a Hilton hotel, this was a huge disappointment. In town for an event and figured I couldn't go wrong booking with a Hilton. Room had NO WORKING THERMOSTAT. So cold room. Room had NO HOT WATER for showers. We didn't get back to room till late and were exhausted. We didn't want to switch rooms that late, so we slept with our sweatshirts and sweatpants. Got up early 6am and tried to shower. Ice cold! Who ya complaining to then? Id consider another downtown hotel. This one is old, run down, and not up to date.

I have never experienced such prolonged discomfort and poor customer care at a hotel I’ve otherwise been loyal to. On my most recent stay, the building’s air conditioning was completely broken during the summer. I stood in a packed, overheated lobby for over an hour waiting to check in, surrounded by visibly uncomfortable guests—while holding my baby. At one point I had to step out of line briefly just to get water and sit down because standing in the heat with an infant became unbearable. When I returned, other guests forced me to the back of the line despite having been behind me the entire time, extending the wait even longer. When I finally reached the desk, the front desk attendant acknowledged the chaos, stopped another guest from cutting ahead of me, and offered bottled water and sympathy—which I appreciated. However, when I asked the most basic question—whether the AC was working in the room—I was told the AC was broken throughout the entire building, and that the higher the room, the hotter it would be. All fans had already been given out. At that point, it was clear that sleeping safely or comfortably with a baby was not possible. I requested to cancel the reservation and find another hotel. I was told that because I had already checked in, my reservation could not be canceled and no refund would be issued—despite the fact that I never set foot in the room. The only compensation offered was a single appetizer voucher for the bar café, which was completely inappropriate given the circumstances. I have spent thousands of dollars at this hotel in the past and have never had an issue until now. What’s most disappointing is not just the lack of resolution that day—but that months later, I am still attempting to get my money back or even a basic gesture of goodwill. I have yet to receive an apology, a refund, or an offer of a complimentary night. A hotel knowingly operating without air conditioning in the summer—while refusing refunds to guests with infants—is unacceptable. The lack of accountability since then makes this even worse. This situation was handled poorly at every level, and the continued silence speaks volumes.

Was there for an event, great place, super clean and friendly staff. The banquet server (didn't get her name) was great, she went out of her way to get me food I could eat because of allergies. John D and his staff run a tight ship!