I am a long-standing Hilton Honors member, and choose Hilton brand hotels because of their standard of excellence, custom care and cleanliness. On my recent stay at the Hilton New Bern/Riverfront from January 18-20, this hotel failed to meet any standard for a decent hotel. Normally I would not have complained about some of the conditions, but would have simply rated the hotel poorly when I received the customer response survey from Hilton, However, the response I received from one employee, a lady who would not provide her name when I called Guest Services from my room at 9:40PM on the night of January 19, and then the non-response I received from the hotel's sales manager, prompts me to write this review.

The curtains were filthy on the edges from the HVAC unit blowing dirty air; the curtain rail cover was full of dusty cob webs; the corners baseboard at the bottom of the window near the HVAC were full of dirt and dust; the desk chair hand was gouged from wear against the desk; the closet door was broken and off the track; the sprinkler was broken and exposed; and the bathroom light fixture was covered with smears; and most disgusting of all, the ceiling panels above the food buffet in the restaurant were caked with dirt from the filthy air blowing through your hotel’s HVAC system.

Most of this I discovered, after I the hotel's Guest Services personnel to complain that my room had not been serviced by Housekeeping that day (January 19). When I informed the lady that my room was not refreshed – her response was: “Did you have the ‘Do Not Disturb” sign on my door?” I told her I did not, and that I had left my room that morning at 8:30AM and did not return until then.

The Guest Services staff’s next reply was what astounded me. She said, and these are her exact words: “Well, what do you want me to do about it now?” I was stunned. Never in my 28 years of business travel have I ever encountered such a cavalier attitude toward a guest with a problem. Fazed, my only reply was that I did not expect this type service, or lack of concern, from Hilton or one of its employees, and I hung up the phone. That is when I went through the room and began taking pictures of what problems existed.

Since then, I wrote to the sales manager and email her the photos, and I have yet to hear back from her or anyone at this hotel.

The condition of Room 206 would have failed the budget hotel test of readiness for a guest. It is a disgrace for it to be in the Hilton chain. Worse, the employees' attitude is appalling and should never be accepted in any business, especially Hilton, which I have come to experience as having much higher standards.

Well the lobby is beautiful. The room though had some issues that I noticed. The view is pretty its on the riverfront. Black spots on the sheets and room smelled a bit. The heat didn't work in the room. There was loud drilling going on, or something loud at 11:30am. WTF! Lol the only good thing was there was an awesome breakfast buffet! The servers were very nice :-)

We just needed a place to sleep. We checked in very late and woke up early, and had a great night sleep! Comfortable bed, clean bathroom what more could you ask for!

It Was A Nice Hotel To Stay In The Beds Were Very Comfortable Room Was Good Alittle Small There Were Some Spots That Could Of Been Cleaner I Do Work At A Hampton Inn & Suites So I Did Look to See How Clean It Was There Was Hair On The Ceiling Stains On The Chairs And Carpet But For Being An Old Hotel It was Good The Housekeeping Lady Did Just Walked In Didnt Give Us A Chance To Answer The Door Which Worried Me Alittle Thank Good I Had The Bolt Lock On But The Front Desk Was Very Nice Also It Was Nice Going In A Hotel And Know What The Front Desk Was Talking About Since I Work The Front Desk Also Despite All The Stuff I Talked About In My Review It Was A Nice Hotel Thanks!!!