Hilton New Orleans / St. Charles Avenue

Shai the manager made my experience so much better than it would have been. I really have to commend her professionalism and attentiveness to my issues. She even provided me with recommendations on the next place to eat. If Shai isn't with Hilton I'm not staying.

Location

Shout out to Tori & Bri for their excellent and professional customer service. My son and I were in a car accident while staying here I’m on vacation and they were extremely accommodating and kind<3

Thank you Bri & Tori!

Taylor, front desk concierge, was amazing and beyond helpful. He is an asset to this location and Hilton brand.
Positives: Room view was exceptional and hotel was clean.
Negatives: Had to ask for additional coffee pods for room via room service. Asked for 4 pods (2 guests, 2 cups each) and was only brought two at a time, despite making my request clear every time. Was unable to request in person via front desk.
Room smelled of pickles during entire stay.
Only 1 pool was open for entire hotel complex. Was dirty and crowded with unaccompanied kids running/yelling. Closed at 8pm so going later when kids are in bed was not an option.
They charge a mandatory urban destination fee of $30 per night, plus taxes for services that were not even used. Suppose to be for wifi, bottled water, and dining. No wifi was used, only received 1 bottle of water for 2 guests staying 3 nights, and there is no complimentary bfast or dining on-site. The fee recently went up without notice.
I utilized the daily parking garage that was suppose to be $50 per day. I was charged $100 per day. I never received my folio via email afyer checkout. I had to login to my hilton account to see all billing. Glad I did because I would've never seen the additional $150 parking fees charged to my credit card.
Overall, I would stay again as a last resort. Service is not worth the price.

Location and the staff awesome

The staff was very helpful and knowledgeable.
The rooms were clean and spacious.
The hotel is located in the right location to get to a lot of the activities we did.
:) My group was very pleased with the hotel.

The hotel room we would consider average, but the rest of the build was really nice. The highlight of our stay was the front desk worker “Tori” (I believe her name was) was very supportive. She put up with our bs questions throughout our stay putting the guest first. In our experience she never got upset, she never presented an attitude, she provided phenomenal customer service. We would stay there again just for the service provided to us. 5 out of 5 for the service.

This was a great location! Close to the french quarter and walkable to everything. The room was nice and clean. The service was very friendly and welcoming by everyone. On the day we arrived we were greeted by Derrick. He was the door man on that day and not only did he quickly check our bags so we could explore before check in, he also lent us umbellas to keep us dry. He was so kind and set a wonderful tone for our stay.

I am extremely disappointed with my recent experience with the Hilton New Orleans St. Charles Avenue, specifically with the Director of Operations, Maya Terrance. I contacted Hilton Honors to explain that I was unable to travel due to inclement weather. My airline even reached out advising me to reconsider traveling from my state because of the conditions. Since my reservation was part of a family reunion block, Hilton Honors informed me that the hotel would need to handle the cancellation directly.

When I called the hotel, I spoke with Maya Terrance, and the interaction was shocking. She was rude, dismissive, and completely inconsiderate of my situation. Despite being a Hilton Honors member, she made it clear that my loyalty did not matter. She canceled one of my rooms but refused to cancel the second, choosing instead to charge me anyway. Her exact attitude was that she was “meeting me halfway” and that she was “in the business of making money.”

Weather-related travel issues are unforeseen circumstances, and any company that claims to value customer service should understand that. I would have loved to attend my family reunion, but safety comes first. Instead of empathy or professionalism, I was met with indifference.

This experience has left me extremely upset, and I will not be using Hilton again. Customer service should never feel like a burden to the people who are supposed to provide it.

The front desk staff was very polite,respectful and attentive.

Thank you! Ernel was very helpful and friendly. We appreciate the team at this hotel (and the great location!)

This was a girls’ weekend trip to New Orleans to kick off the summer, and from the moment we arrived until the day we departed, the staff at the Hilton New Orleans/St. Charles Avenue made our stay memorable.

We arrived by car, and John, the valet attendant, was our first point of contact. He was friendly, patient, and welcoming while we checked in, and he even shared a few recommendations for things to do during our stay.

The front desk associate was equally amazing and patient. Although she had just dealt with a difficult customer before our arrival, she greeted us with a smile and provided excellent customer service. She was also accommodating when we learned there was no pool available, despite the hotel website indicating that one was onsite.

The website also did not mention that the hotel was undergoing renovations. The next morning at 8:00 a.m. sharp, we were awakened by drilling and construction noise. This is when we met Tori and Cris, who were just as pleasant and accommodating as the rest of the staff. Tori immediately offered to move us to a lower floor to help minimize the disruption.

Upon departure, we met another wonderful team member, Derrick, the bellman, who assisted us with our luggage and loaded our vehicle for the trip home.

Overall, our weekend was a great experience. I was pleasantly surprised by how spacious and comfortable the rooms were. Despite the unexpected renovation noise, the outstanding customer service from every staff member we encountered made all the difference.

Because of this experience, the Hilton New Orleans/St. Charles Avenue is now my favorite hotel in New Orleans. Thank you for a wonderful weekend!

The hotel is amazing! Very clean and the staff are absolutely fantastic! Everyone so friendly. Bree and Chris at the front desk are wonderful; they assist with all our needs. Rolando and John were amazing also. Great staff all around. The restaurant, Luke, is really good too.

What a fun, haunted, and luxurious stay.

I had an incredible stay. It was the first time staying in New Orleans and the architecture for this hotel is so on theme.

It has a very New Orleans vibe from walking in the hall way to the fire place in the main check in spot.

The hotel is placed right in the center of the business area of New Orleans and it’s in the center of everything.

The rooms are spacious, the shower is an unusually long and large, the areas are spacious, and our bed was so comfortable.

I don’t remember waking up past 10 am in a long time in a deep sleep.

The restaurant Luke was right there and wow was the food clean. Not only that but it was incredibly delicious.

5/5 restaurant.

The only thing is that the gym is not the biggest gym but honestly it works.

Overall, it’s close to many popular areas within walking distance. And the greater part is you can literally walk to all the major areas such as the French quarter canal st and the French men st.

Overall it was an excellent hotel to stay at.

And I have to save the best for last but Shai at the front desk went above and beyond for customer service.

She was unbelieving welcoming and made our stay exceptionally well.

She honestly is the best.

Not only that but the entire staff was exemplary and attentive.

Can’t wait to come back to this super fine and amazing stay.

This stay made us want to come back to New Orleans.

Without a doubt the worst Hilton I have stayed in! I stayed for 3 days! Room was not cleaned for 2 days! No towels were replaced on the one day it was cleaned! It took 4 hours and 4 calls to guest services to get fresh towels! Motels have higher standards and service than this hotel! When I spoke to the guest relations lady she said speak to manager who was not there and housekeeping was closed! Pathetic and an apology on a hotel

I rarely leave negative hotel reviews, but our experience at Hilton New Orleans/St. Charles Avenue was extremely disappointing and concerning.

This was supposed to be a celebratory first trip to New Orleans, but the stay began with an upsetting interaction regarding our legitimate service dog.

At check-in, we clearly informed the front desk employee multiple times that we were traveling with a service dog. Despite this, we were told we would need to pay a pet fee. After we explained that service animals are protected under the ADA and cannot legally be charged pet fees, the employee argued with us and stated, “A dog is a dog.”

Even after management became involved and staff were informed that service animals cannot be charged pet fees, we were still asked to provide “proof” that our dog was a service animal — something that is not permitted under ADA guidelines.

What made the situation even more frustrating was the way management later handled the complaint. The hotel repeatedly attempted to characterize the incident as a “miscommunication” or confusion regarding whether our dog was a service animal or emotional support animal. However, at no point did we ever describe our dog as an emotional support animal. We consistently and clearly stated from the very beginning that it was a service dog.

The repeated questioning, improper attempted pet fee, and overall handling of the situation made the experience feel humiliating and unnecessarily confrontational.

Unfortunately, the stay also included several operational issues, including room keys repeatedly failing and a non-functioning drinking water machine.

To be fair, Hilton corporate and hotel leadership eventually acknowledged that the interaction was handled improperly and confirmed that additional ADA coaching and retraining would be conducted with staff. However, despite the seriousness of the experience and the impact it had on our stay, the final compensation offered was only 2,000 Hilton Honors points.

I appreciate the apologies that were eventually provided, but overall this was still one of the most disappointing hotel experiences we have had in years.

I was there for two nights the front staff has no manners at all, no hello nothing they just dont say anything. They never cleaned my room after i had asked for it to be cleaned