Hilton New Orleans/St. Charles Avenue

333 Saint Charles Ave | New Orleans, LA 70130-3141  [SEE MAP]New Orleans, LA  [SEE ADDRESS]
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Courtesy of Hilton New Orleans/St. Charles Avenue

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at the Hilton New Orleans/St. Charles Avenue

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Guest Reviews

TripAdvisor Traveler Rating 2

I used to love this hotel, most recent experience poor

Apr 19th, 2019

This hotel has a lot going for it - location, rooms etc. The Executive lounge is one of the best within Hilton. During the day I used it to conduct business and asked that the background music be turned down. It continued at a stupid high level all day. 4 TV's in same room all on different channels doesn't work either. That's a shame because the Executive lounge layout, food and beverage is excellent. Staff never adjusted sound levels, I found a remote and turned the sound off for the TV's so I could hear myself think. On my two day trip my room wasn't serviced at 4:50pm when I returned. Called the desk and said room service has left for the day, someone can come "freshen up" 2 min later - room service appears. Odd - I'm looking for Hilton levels of service when I'm paying Hilton dollars - Hilton asked what I thought when I checked out - received standard " sorry and thanks for telling us" letter. Overall it's price point no longer match the service for me at this property. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 1

Hilton Nightmare

Apr 18th, 2019

Hilton's policies and the hotel management is terrible. For $300/night + $50/night for valet the below is what you can expect from Hilton New Orleans. After checking out and waiting for my truck valet informed me that there was an incident the evening before. A cable from the next door buildings window washers had broken during the high winds and it fell from 600ft onto my truck while it was parked in the "valet lot" overnight. It was immediately clear then Hilton management not only didn't understand how to handle the situation but was actively trying to avoid providing any level of statement or summary of the incident or people involved. It could not have been handled worse. I was informed that the hotel management knew of the incident when they arrived on shift at 6:50am. Apparently they tried calling the room (how about a cell phone call) but could not reach me to inform me of the damage to my truck. I managed to also checkout of the room and only when I handed the ticket to valet at departure did I get the privilege to take a walk with them out back by the dumpster in an unsecured valet lot to see the damage. At $50/night for valet I would expect substantially more, the street would be a safer option... This is when if all went wrong… I asked Hilton's management for an incident report or a statement of what occurred and who the witnesses were so that I had something for insurance. I was told directly they would not provide it by multiple managers as this was not caused by Hilton. I was given a sticky note with an incident # on it and they told me that is all they would provide. After another 2 hours of arguing with additional managers in the lobby I was given a hand written piece of paper with the 3rd party valet services details and the neighboring building contact info on it. Still, Hilton refused to provide a basic letterhead document showing where/when the incident occurred. The manager even went so far as to tell me the valet is 3rd party service and he didn't know where they parked the cars! When you charge for the valet service you don’t get to pretend it is a 3rd party service, Hilton took the money… Perhaps I am unreasonable but if you pay a hotel $50/night for valet I would expect it to be parked somewhere safe and I would also expect the hotel to acknowledge any incident and immediately provide basic details of what happened so that it could be passed to insurance. Neither was done at any level. The lot was unsecured and management clearly was trained to avoid giving any information that might indicate Hilton could be responsible. If anything Hilton was likely responsible for removing the cables from my truck so they could continue with parking cars but as they didn’t admit or deny it, we will never know the truth. Someone did, that person is surely on the camera feed (2 directly above the truck) that they reviewed around 11am but wouldn’t discuss. The highlight of this story is that the owner of the window washing company was an honest business man and he called me immediately when he heard of the incident and drove into New Orleans to see/discuss the issue with me. After assuring me he was fully insured and that the repairs would be made right he assisted with trying to get Hilton to provide the basic information I had been requesting. Ultimately after 4 hours I did get a “Managers Notification Report” with the relevant details and contact info for the associated parties. Ironically enough this only occurred after I received a phone call from the valet service owner that his manager would be providing me with a report immediately. Luckily enough, this occurred after the owner of the window washing company, who happen to know the valet service companies’ owner, put me in touch with him. In summary, Hilton New Orleans management failed in every aspect of handling this incident. From addressing damage to my vehicle, notifying me, providing basic contact details, and assisting with discussions between involved parties it could not have been handled more poorly. I can only imagine how much worse this would have been if it had been a broken window or other damage that occurred where a separate honest party had not admitted fault. As it is a civil issue I would have been left with no support from police, Hilton or anyone else. Again, better off parking on the street and saving $50… Stay at Hilton New Orleans and hope nothing unfortunate happens while you are there. If it does you can be assured that for $350/night you will get no service, support, or ownership of the problem from the hotel management. Up to you to decide to roll the dice with your vacation, the rooms are clean enough. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 3

Nice place in general. Some issues though

Apr 16th, 2019

The lobby was beautiful, nicely decorated. Had water temp issues in the shower (scolding or frigid no in between) and TV worked 50% of the time. Staff was friendly. Concierge and valets were super informative. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 5

Great experience, great location, great executive lounge

Apr 16th, 2019

I really enjoyed the experience at this hotel. They met all of the expectations that I have from a nice hotel. The executive lounge breakfast and dinner were both very good. Additionally, it's an easy walk to anywhere in the french quarter. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 4

Amazing staff! Hotel needs repairs

Apr 16th, 2019

Very historic hotel. Loved my stay and I sure hope that they expect me to be back sometime soon. My friend, Jerole in the desk helped me in making a reservation at Mother's restaurant. Hotel is located near canal street so almost everything is walking distance. At checkin, I didn't get my hilton waters, good thing Stacy at the desk was kind enough to send some waters up to my room. Great staff! Everybody was all smiles when you first walk into the hotel! TRIPADVISOR.COM USER