Hilton New Orleans / St. Charles Avenue

The location is great, walking distance to Burdon Street, restaurants, lil markets and shops. Atmosphere walking in is great. Rooms are basically bare, bed, desk, and a desk armless chair. The company must not believe in being comfortable in the room. Then when I asked to check out and go to another hotel, I was initially told I would not be charged for the 1st night. Tori, the front desk supervisor was amazingly professional but her boss Maya, came up overruled Tori and wanted to charge me
As I was talking to Tori, Ms. Maya interjected herself into the conversation. She was loud, aggressive and demeaning toward me. All while never making eye contact with me, she meant to embarrass me because she loud talked me in front of the staff and other customers. Maya is rude, unprofessional, and aggressive; all the characteristics of not good a hospitality worker. And she is the boss. I cannot imagine working wirh with her much less for her.
The biggest problem is that this is the second time in two years that I have had a bad experience at Hilton while on vacation.

Tori at the front desk provides outstanding service, offering great support, endless patience, and a warm welcome. She went above and beyond to make our stay awesome!

We could not have chosen better accommodations. It was central to everything! We walked everywhere we needed to go! The property was immaculate and the staff were attentive, friendly and professional. The bellman, Ernel was the best. When we return, we will again stay at this property.

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.