Hilton Norfolk The Main Reviews

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.

I attended a conference here. I wanted to talk about customer service. I appreciate the in house manager for trying to assist. However, a few of the front desk staff seemed kind of rude and not welcoming. I did start to receive good morning here and there as I walked by though but during the check in process it was not so friendly. I feel like front desk staff should be more patient when you know you have a big conferences coming into town with a lot of people. Some people are just showing up with the understanding that our companies are paying for our stay. So as guest we do not know all details. I was really confused and concerned at check in due to the hotel representatives never mentioning the fact that we needed a credit card authorization form. It would have been nice for the hotel staff who were overseeing the conference for us to call us prior to let us know if there are some issues. There were a lot of people checking in and we were told that the manager blocked all forms from being received because it was not done within 72 hours prior to check in. It would have been helpful to my agency if we were advised 2 weeks prior to checking when we paid for the hotel that we needed to have the form in within 72 hours or we would be responsible for paying for fees and incidental holds up front. Also, it would have been nice to have more luggage carts available to use on our own. When I tried to pull the cart the bell hopper staff advised that I was not allowed to do this but I did see a guest pulling one on their own. It’s like they almost make this mandatory to force staff to assist you. If I had known this prior to putting my boss luggage and my luggage onto the cart I could have just parked first and came back for my bags. The design of the hotel was kind of different as the checkin desk was not on main floor it was on the 2nd floor and the parking garage was around the corner behind the hotel. I think it would have been helpful to have someone in that designated area to point out where the parking garage was. I found it however with no issues but if you are not familiar with this area I see how I could be a slight issue. I had a great view from my room. Everything I needed to get to outside of the hotel was within walking distance. I do believe more training in assisting customers should be done.

Great views of the bay and sky line. Pricey for what you purchase. Food: poke bowl, no good, wings, dry rub, no good, Korean BBQ sauce, too sweet, cheesesteak ok, burger ok, fries, mediocre. Entertainment was amusing.

Grain restaurant in downtown Norfolk Virginia. The restaurant is on the 5th floor of the Hilton hotel building downtown. The restaurant has food and many beer and alcohol drinks. There is parking but you do have to pay if you are not a Hilton guest or if you park on street. Our visit to the Grain restaurant was on Thursday June 29, 2023. As you walk up to the Grain restaurant, You wouldn’t know that the restaurant was there if it wasn’t for Google since the location is on the 5th floor like I stated above in my previous comment. I believe it’s a roof top bar but the restaurant isn’t on top the roof but it’s on the 5th floor roof of Hilton Hotel if that make sense. As you walk into the building, You to the elevators and and get off the 5th floor. You walk into the restaurant and get waiting to be seated for the table by the host. After the host take you to your table. You can sit outside or inside. We sat outside since it was good views of the city. The waiter named Rachel then give us our menu and we start to order our food. I ordered the chicken tenders and Hash Brown side (Forgot the name). My group wanted drinks but they was unavailable since something has happen with their machine to make them. I believe it was the margarita machine and other alcohol that they couldn’t make either. It just kinda a bummer to not get what you want in my opinion but what can you do. The food was good. My meal was good but I was very disappointed with my chicken tenders. These tenders was so small. I was thinking I was getting a full size tender but the tenders was little. The food didn’t feel me up. The sauce was good though and the hash brown (Forgot name) side as well. I just hope they can fix the size of the tenders in the future or at least let the customer know how small they are. You get a choice of six or twelve chicken tenders but I picked six since I thought they was going to bigger then they was. (Photo of the tenders at the bottom) The wait to get our food was about 15-20 minutes. The staff was ok, The host was trying to get us to sit inside because they didn’t have shade outside but we wanted to be outside since it was a nice day. We did appreciate it but he kept saying it over a couple times. Rachel our waiter was good. She had a smile and good attitude. She came and checked on us during our dinner. She made us laugh a couple times here and there. Thank you Rachel for being a good waiter. It made our experience a little better. The place was clean and very nice setup. You have outside seating that is facing the city and inside if you don’t want to be outside. You have a full size bar and everything. I didn’t get to use the bathrooms. So I don’t know if they was cleaned or not. I did not drink any alcohol. You do have to be 21+ to drink. My group did order some drinks and they enjoyed the drinks they got that was available during our visit. You can tell that they was not happy that they couldn’t get margaritas for their drink though. Grain restaurant was ok. I just wasn’t impressed. I did like the view though. It was amazing but the host customer service might need to get a little better and more welcoming. The chicken tenders need to get bigger and not those small ones. I felt like I ate a kids meal but they was good to eat. I paid almost $30.00 (Including $5.00 tip) for small chicken tenders and a side. The prices kinda pricy but it’s a roof top bar. It’s going to be pricy. I do recommend Grain restaurant but maybe get the tacos as my group said that the tacos was the best tacos for your buck during your visit. Overall 3.9/5

We stay at the Main everytime we visit Virginia but this time was different. Everything was going great (the room, brunch, great staff, etc.) until last night. We went to the pool to do water aerobics for my knee and the visit was cut short because the pool area was infested with roaches. We saw at least four and I was able to record 2. We left the pool and was on the way to let the front desk know and that's when I slipped on urine in the elevator. I told the Manager on duty (Richard Castano) and he was very dismissive. Told us they have pest control that comes and he'll get the elevator cleaned then walked away. I hate my birthday celebration ended this way.