The first time we stayed we had an issue with room service where they never delivered the order, despite numerous calls. After over an hour and 3 phone calls I went down to the lobby to see what was up. The manager came over and apologized and got me my order personally, even upgraded me! But then the next morning I found out the upgrade was just an upsell, they charged me for it all. Eventually, after about 45 minutes of waiting around the next morning while they deliberated, they gave it to me for free.
Thinking it was just a one off, and not expecting to order room service again, we decided to stay again since the location is great and the hotel is beautiful. Unfortunately the Air Conditioner stopped working in the middle of the night, we couldn't get it back on. Since we were so tired we just fell back asleep instead of dealing with calling, having someone come and look, moving rooms, etc. Also the hot water was timid at best. When we told them the next morning they just said sorry for the bad experience and that they hope to see us again.
We most likely will be checking out the Hilton next stay.