1 /5 Crystal Xixitla: Ive stayed at this hotel numerous times Ive just recently noticed not so clean practices for instance bugs inside light fixtures, dust collected on lamps, countertops, rusting of air vents but what has recently the icing on the cake; I stayed in room 112 on 1/8/2025 and I got up in the middle of the night to use the bathroom and while I looked up there was a massive roach in the bathtub, with that being said its the middle of the night I didnt have something to kill it with so my instinct was to call the front desk I called about 4 times at 12:40 and with no avail. I got my sneakers on and walked to the front desk waited for her to check in some new guests and explained to her the situation she proceeded to tell me that the hotel room was sold out and that what she could do is call housekeeping and go check it out. I went to back to my room and the front desk and the 3 housekeepers came in and took trash out as well as switch the towels out they asked me where did it go I explained to them that I had no idea as I needed my glasses to see I asked if they had a problem with critters they explained no its that the roaches come inside because its cold outside and they are looking for shelter. They left and the front desk gave me a call and explained that I could change to room 1106 if I wanted to I explained it was 1:20 am I wasnt going to do that however I could once I got back from the office the following day. I go back to the front desk and explained the situation to Rachel and she explained to me that they sprayed the room and there was no one there but that they are sold out and that the room that was offered to me is no longer available. She explained to me that they cleaned it up and that everything was fine I explained to her I was not comfortable staying in that room and that if they didnt catch the roach or kill it, I was nervous of staying there as I dont want it crawling on me in the middle of the night. She explained she would send in the housekeeper to double check but she couldnt move me because they are sold out she proceeded to ask me if I knew where the roach went if I took pictures implying that I was lying or making up a story I proceeded to explain I didnt see where it went because I needed my glasses to see by the time I made it back to the bathroom I didnt known where it went. She explained I would be in the room or what would she like for her to do for me. I explained I dont know as I have never been in this situation she explained she could take some money off of the room rate while I explained to her Financials arent the issue the issue is the roaches and bugs there is, I explained so my onlu option is to check out and find another hotel as shes not willing to switch me she explained that they were sold out and that if I choose to leave it would be my choice. The housekeeper went into the room checked the room found not one but 2 dead roaches in the bathroom and she attempted to lie however I was looking at the 2 roaches and she couldnt hide it she said to me well they are dead Im looking for a live one, and actually found the one from last night 1/8/2025. I went back to the front desk and explained that she found not one not 2 but 3 roaches, to which Rachel said you can pack your stuff and come back to the front while being "sold out" she managed to find a vacant room in 5 minutes. My frustration comes from the implications of the story I was telling was a lie and the fact that she told me they cleaned the room when its very clear and evident that housekeeping or maintenance hadnt stepped foot in the room. Not to mention to say that this housekeeping team is mediocre at best. Needless to say this will be last stay at this particular Hilton location the hotel across them is clean and their sheets dont smell like they have been sitting in a closet full of moths, not to mention the pillows are so old that they are little cotton balls inside of them now they are not cotton filled they are so old they have reverted to being little balls of cotton.
