Hilton Cincinnati Netherland Plaza

Hilton Cincinnati Netherland Plaza – Disappointing and Unresolved I attempted to stay at this property on June 19, 2026, with my party and encountered a series of failures across every level of service. Room Selection and Reassignment I paid extra for two high-floor rooms with city views and used my Hilton Rewards account to select specific rooms the night before arrival. Upon check-in, I was informed the hotel had split my party across floors 26 and 8—despite my advance selection. When I raised this concern, the front desk offered only to move us to floor 8, dismissing both my prior selection and the premium I paid. They showed no willingness to honor what I had booked. Room Condition Issues The rooms assigned on floor 8 were unacceptable. One room had wet carpet, visible stains on walls and ceiling, a hole in the wall, and a strong smell of mold. The adjoining room had a hole in the bathtub. I photographed these conditions and reported them to both the front desk and Hilton's 1-800 line. Both responses were essentially "there is nothing we can do"—no apology, no immediate resolution attempt. Broken Promises and Continued Failures The front desk then offered two rooms on floor 10, claiming one would be cleaned within 30 minutes. I waited over an hour—until 9:30 PM—with no housekeeping visit. When I returned to the desk, I was told the second room also had mold issues and was unavailable. Notably, during this time, I watched hotel staff upgrade another guest to floor 26—the exact floor I had paid for initially. The Bottom Line I stay approximately 100 nights annually with Hilton and understand occasional issues happen. What I don't accept is a hotel that makes no attempt to make things right. The front desk sign promises "If you're not satisfied with your stay, let us know and we'll make it right." That commitment was completely abandoned. This was a total breakdown in service, accountability, and customer care. I remain unsatisfied and disappointed.

DO NOT HAVE YOUR WEDDING/WEDDING EVENTS HERE!!I hate to leave a review like this on such a stunning, historic hotel, but this hotel was by far the worst guest experience I’ve ever had (especially at a Hilton hotel). I actually did not even get married at this hotel, but rather used the hotel as our wedding room block for our guests and also for our bridal “getting ready” suite the morning of our wedding. It is worth adding that the hotel is going through renovations and possibly in the middle of changing ownership, so I do want to note that some of the issues we experienced were not entirely the staff’s fault. However, from September 2025 to June 2026, we worked with at least 8 different representatives from the hotel due to frequent turnover within the positions at the hotel. We would get a person of contact to reach out to regarding our contract needs, and 2 weeks later, we’d have another representative who we had to completely start over with to catch them up to speed on what we had already planned and signed off on in our contract. The corporate sales staff is EXTREMELY difficult to get ahold of and would often leave emails and voicemails left unanswered for days/weeks. Again, I understand that the staff is under a lot of stress with all of the changes going on within the hotel, but there was clearly zero sense of urgency or care in responding back to their (already paying) customers. We also looked at hosting our rehearsal dinner at this hotel, and each time we would get a quote for a rehearsal, our person of contact would change again and our new price for a rehearsal dinner would double on what was last quoted to us. The room we had booked for 8+ months to be used as our bridal suite was not ready when we arrived…3 HOURS after it was supposed to be ready (was stated in our contract that we had to room reserved from 6am to 9pm, came at 8:45am and the room was not ready and the staff had no idea what condition the room was even in). When asking the hotel staff if there was anything we could do to get in sooner as we were already behind schedule due to their delay in not having the room ready, their response was “I’m not sure”. We eventually just followed the cleaning staff into the room and started doing things on our own. Additionally, I had guests arrive early Saturday morning at around 2am to get to their room (which was booked for Friday night), and the room was still not ready and our guests had to wait for it to be cleaned. We had several of our guests who did not have hot water in their rooms at all, and my mother in laws room also had no AC, to which she eventually contacted the front desk to get maintenance to come take a look as it was June and the room was especially warm. The maintenance staff came in to take a look at the air filter in their room, to which they told her that the filter was so filthy and dirty that it “was not safe to have anyone sleeping in the room”. We were also promised (and also mentioned in our contract) champagne and chocolates in our couples suite the night of our wedding that we never received. It is so sad to see the state of this hotel, as it so beautiful and could be a wonderful addition to Cincinnati’s downtown area. Unfortunately, this hotel has become the laughing stock of the wedding industry (have heard this from multiple vendors in the industry) that are actually trying to steer brides away from getting married at this hotel due to the carelessness amongst the staff.