Hilton Norfolk The Main Reviews

Staff is always amazing every time we stay here

Good location close to restaurants , shopping and sightseeing.

Whether my experience is good or bad, I always leave an honest review based on the service I receive. The evening front desk agent was superb—friendly, attentive, and happy to answer all of my questions. The bartender at The Grain (outside bar) was also excellent. Service was quick, efficient, and professional. Unfortunately, my experience with the hostesses at The Grain was the complete opposite. When I arrived, the sign clearly said, “Please wait to be seated” so that is what I expected, to be seated. The hostess with the glasses told me to “just sit anywhere at the inside bar, bar tables or outside on the right side of the restaurant. There wasn’t anywhere to sit inside at the suggested areas so I went outside. There were no available seats outside.. After placing my food order, I returned to the hostess stand, where another hostess with blonde braids had joined the first. They were engaged in conversation while I stood there waiting to be acknowledged so I could explain that there was nowhere to sit. They told me I could sit at the indoor bar, in the center bar area, or at the common table, where several people were already sitting. I did not come to sit among a group of people; I came to sit alone and enjoy my meal. Even with those options, there was still no available seating. They then directed me to the other outdoor section near the pool table and assured me it was fine to wait there. After waiting about 20 minutes with no food and no one checking on me, I went back to the hostess stand. By this point, I was extremely frustrated. The hostess with the glasses went to check on my order and returned saying they had been looking for me. I was then told that if I ordered from the outside bar, I was supposed to stay there and wait for my food. That made absolutely no sense because they were the ones who instructed me to wait in a different seating area.They seemed so eager to get back to their conversation that they gave very poor instructions and dismissed me causing further delay for my food order and further frustration.. Was I supposed to stand around the bar the entire time waiting for my order because there was no seating available? Or because the hostesses simply failed to do their jobs? The lack of communication and customer service was disappointing. It seemed they were more focused on chatting with each other than assisting guests. As the first employees customers encounter, they set the tone for the restaurant, and unfortunately, they left a very poor first impression.. At the end, one of the hostesses told me she hoped the rest of my night would be better. The truth is, my night was perfectly fine until I had to deal with what was some of the most inattentive and unprofessional customer service I’ve experienced from hostesses in a long time. I hope management addresses this, because the front desk staff and bartenders provided excellent service, and they deserve recognition. The host stand, however, needs significant improvement.

Clean, updated, great front desk staff. Great view of the water from floor to ceiling windows.

Very great location with lots of things to do