Night manager didn’t see the problem that an Ozone generator was ON when we entered our room (Hilton Millennium NYC)
Tried to check in at check in time, 4:00, but they accidentally let the previous guests have 5:00pm checkout despite us having a confirmed reservation. They tell us it should be ready by 7:00. My 3 year old goes to sleep at 7:00, so I tell them that’s cutting it close.
6:30, stop at front desk and they say someone is actively cleaning the room
7:00, no one answers the phone. Operator can’t get through either.
7:30 we go to reception in person and they give us keys to the room we booked.
7:45 enter the room and the room is HOT and smells of ozone. Walk further in and find an Ozone generator on.
Grab the kids and go back down to reception. Insist on seeing manager. Manager says they use ozone because previous guests ate food. Yes, I get that, but it was ACTIVELY ON and ozone generators are not safe to be on. You’re supposed to have at least two hours before occupancy, plus time for ventilation. He apologized, said that was protocol, and then said they didn’t have a similar room. Okay, I suggest giving us a different downgraded room for tonight and we can have our room tomorrow.
Manager personally carries our bags, okay thanks.
6:30 Next morning our room still isn’t ready because “housecleaning hasn’t cleaned it yet”. But it was clean the night before? Did you rent it out to someone else? Ask to talk to manager. Told he’s unavailable. Asked to talk to GM, they said to write down my number.
9:00am still not ready but we don’t want to waste the day so we head out.
The room was finally ready at 1:00pm and it’s 80°F with broken AC. We’re way past nap time so we tuck her in anyway but what can I do from here?
I’ve asked to talk to a manager four times now and they’re “unavailable”. I’ve asked to talk to the GM three times and no response.
I’m upset that they put my family in an unsafe circumstance. I’m lucky I know what an ozone generator is and that it’s not safe to be around.