Hilton Norfolk The Main Reviews

There is a Black Tall older man that Cleans the Bathrooms with a short Black Lady that was very rude and tried to attack me because I had to use the bathroom ,the 2 together were in there only wasting time and talking ,like hiding out ,I went in to use the bathroom in the stall and the worker got irate and threaten to punch me in the it was the bathroom between the check-in and the Italian restaurant that guy should be fired for that kind of action everybody else on your staff was great,the Maids workers and all other staff only that one Black Guy that was Cleaning the Bathroom

3.5 starts, room shower was leaky/weak. Lamp in corner didn’t work, no complimentary breakfast

I guess it really boils down to Location, Location, Location. Spot is amazing. Service and food were suspect. Poke Bowl was an underwhelming combination on sauerkraut, cold soy beans and a couple pieces of mayonnaise covered tuna. View was amazing and band was great

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.