Hilton Norfolk The Main Reviews

The room was a 3 because the heater's inner cabinet door kept shaking every time the heater turned on. The heater sounds were louder then one at a motel. Everytime the heater turned on I woke up. My husband didn't even sleep because of the heater noise. We left around 6:45 am. The breakfast was good, we took it go to since we were too tired to enjoy it at the hotel.

Really nice hotel with an executive lounge. Great water views. Multiple restaurants in the hotel. 21 floors high. Very clean place.

Let me start at the end... The 1 bedroom suite with partial river view was a wonderful room. It was well appointed. Now let's start at the beginning. Called to confirm digital key would work from parking garage. Was assured it would. It didn't. 3rd floor door would not open although digital key was activated. Shared key with my guest in case it was a my phone problem. Didn't work either. Being handicapped this was a problem. Another couple who was checked in walked up and tried their digital key. It didn't work either. Fortunately a family leaving opened the door. We immediately went to front desk, not an easy feat because the location is on the 2nd floor but no signs in the elevator nor the vestibule while waiting for the elevator indicated that. Naturally we went to the 1st floor and valet directed us to the second floor. Leaving the elevator we didn't see a sign directing guests to the front desk. The restaurant hostess directed us. Let me state again that I'm physically handicapped. At this point my feet are in pain. Explained to gentlemen at front desk. He profusely apologized and said the digital key didn't work on the parking garage at all We needed to insert our parking ticket in order to gain access. In no place was that noted from the website to any signage at the 3rd floor parking deck door. He also told us that the physical key would work so gave us hotel key cards. No problem!. Went to room. I'll get further in the room issues next. Back to parking garage access issues. We went to room, unpacked and rested a little bit then down to car. We knew the key cards would work because we were told it would. It didn't. We have 3 key cards and none of them worked. Tried the digital key again. It didn't work. Now I'm frustrated! I CANNOT walk to the front of the hotel. Decided hey, maybe it's just this door so drove to 2nd floor. Fortunately handicapped space was available. Digital key did not work. Key card DID work! Went to front desk. Explained situation to front desk person, a woman this time. My apologies I did not get the names of either of the staff. She explained to me that the digital keys would not work at all from the parking garage. I told her and I'll say it here for you: Not having this information prior to checking in on the app is simply unacceptable. Other guests like myself, who check in on the app expect to park and go straight to our rooms with no interaction with anyone. This was impossible in this situation. There should be a note on the app or online for app check in guests to check in at the desk before going to their room or app check in for this location should be disabled until this parking garage situation is fixed. The room. As stated the room was beautiful. Unfortunately there were a couple of issues. It's assumed, in today's modern techno world that a phone in the room is there for one purpose, to make it easy for guests to contact the front desk, engineering, house keeping and/or room service as seamless event. It's not when the phone doesn't work, which it did not. I called from my cell phone to guest services to let them know. I then went to put my medication in the fridge. It was warm. It had been turned up so we turned it down to the lowest temperature and went to the ice machine. The ice machine didn't work. My thought? Are you kidding me! I called the front desk (cell phone) to tell them. They apologized and said said we'd would have to use ice machine on the floor above or below. Ugh. Engineer comes up, does whatever engineers do and determined the fridge (which is very very tiny) needed repair and went to get another fridge. He returned quickly but alas, I'm assuming there are 2 sizes of fridge: Tiny and extra small. Unfortunately (3rd time using that word) he returned with the Xtra small unit so had to get another tiny fridge instead. In the meantime I told him about the ice machine. He said they hadn't told him about it but thanked me. He returned a short time later with the correct fridge. It worked EXCEPT it remained much too warm for my medication. There's more...

Downtown and close to all that you need!

Great Experience Overall.