Hilton Kansas City Country Club Plaza

I was unsure about booking after reading some negative reviews, but the hotel turned out better than I expected. Lex at the front desk was really pleasant, and our upgraded room was spacious and clean. Restaurants and shops were also within walking distance, which was a nice bonus.

We’ve been coming to KC for my cancer treatment since May of ‘25, and Hilton @ Country Club Plaza has become our favorite place to stay. Simone at the bar is a big reason we keep returning. I love talking with her and her sense of humor, and after all these visits she feels like a good friend. Liz is always nice to talk with too. Marcus, our favorite valet, is a phenomenal artist, so ask him to show you his drawings. Everyone here is amazing!

I asked to speak with a manager and requested a call from the GM, but never heard back. The front desk employee wouldn't give me her name, and she was the rudest person I've dealt with at a 4-star Hilton. Earlier, nobody acknowledged my Hilton Gold status, though I could live with that, and they charged $100 a night for incidentals. They asked whether we were using valet without explaining that it wasn't part of the hotel. There was no room service because of short staffing, and when nobody answered in the dining room, I had to call the front desk to find out. To retrieve our valet parked car, we had to enter a credit card number in their app. Not worth what we paid, book anywhere else.

We'd had a good stay here as a family before, so it was disappointing to find the service and condition had slipped so much this time. We arrived late, and the front desk agent seemed unhappy to be there, spoke rudely, and never smiled. I asked about the deposit because the booking app listed $100, but he said it was $200 and offered no explanation. We were also billed for three days of parking without that being clearly explained. After a long travel day, we just wanted to sleep, but our room was hot and stuffy, smelled bad, and the air conditioning wasn't working properly. The bedroom-to-bathroom sliding door was so difficult to close that it took all my strength. The bath faucet wouldn't turn on, so my daughter couldn't shower. It felt more like an abandoned cabin than a Hilton. The next morning I asked to switch rooms. Rather than help right away, the front desk employee told me to go back and wait for maintenance. The technician looked at the issue for about ten seconds, said he couldn't fix it, and left. Only then did they agree to move us. The replacement room wasn't much better: its bathroom was dirty and the hallway looked neglected. Housekeeping also doesn't come unless you ask. For the price, this felt like a budget motel. Management should train the front desk team to welcome guests and explain policies clearly, check that rooms are clean, cool, and working before check-in, and keep up with maintenance and cleanliness beyond the lobby. Staff should also be able to resolve problems promptly instead of passing them along. A nice-looking exterior doesn't make up for poor service and comfort inside.