Hilton Norfolk The Main

The customer service was outstanding. The hotel was very clean. The overall stay was good and I will come back again.

Disliked: Nothing to mention. Eating at the hotel was a little pricey.

Exceptional

Liked: Corner room- beautiful view for the night after wedding

Feel like I paid more...

Disliked: The room was not cleaned very well. The GRAIN restaurant hours did not match the posted hours at the hotel front desk.

Horrible Customer Service- Worst Hilton...

Liked: N/A
Disliked: I’ve stayed at many high end hotels over the years, but this was hands down the worst experience I’ve ever had- and shockingly, it was at a Hilton. From the moment we arrived, the staff seemed disinterested and unhelpful. The situation escalated when I visited “Town Center Coffee” at 9:05 am on Saturday, May 31st. The barista got my coffee order completely wrong. When I politely asked for it to be corrected, she flat out refused. Things took a bizarre and unacceptable turn when the medium fresh brew breakfast blend with added sweetened vanilla almond (3x vanilla almond 2x sugar) I ordered was given to me as a plain black coffee. The barista refused to replace the incorrect coffee order saying that’s what I ordered. When I asked for the Manager, the barista said she didn’t have one. Because I was in a hurry (my daughter was waiting at the curb outside to pick me up with her newborn baby) I decided the only choice I had was to throw away the coffee. At this point, the barista exploded- yelling, screaming, using profanity, and even calling for security. Her behavior was completely unprofessional, aggressive, and disturbing. At this point everyone including the 2nd barista was staring uncomfortably. No one from management stepped in to de-escalate or address the situation properly. I proceeded to walk out of the hotel only to be stopped by a man dressed in a Valet jacket who told me to “wait here since there are two sides to every story.” It was humiliating and surreal to be treated this way, especially at a Hilton property where you expect a high standard of service. This experience has completely destroyed my trust in the Hilton brand. We will never return- to the Norfolk location and likely not to any Hilton. Absolutely unacceptable after spending over $550 for a 1 night stay, dinner and coffee that was thrown away. I sincerely hope the Management team deals with this employee (who was not wearing a name tag) before she ruins another customers experience.

Superb

Exceptional

Exceptional

Very good

Liked: Great location
Disliked: Room AC unit was very loud

Chanteja at the check in...

Liked: Location. Beautiful decorated. Architecture. So many restaurants, water view. Excellent
Disliked: Noise across the street

Exceptional

Liked: I had messed up my reservation for the wrong day and although the hotel was booked, Ander at the front desk found a room for me. I had arrived late at night after a long ride and the idea of trying to find something else would have been extremely daunting.