The Terrace Hotel Lakeland, Tapestry Collection by Hilton

The valet attendant was the one good part of my stay. He was genuinely friendly and had a great attitude. The rest fell far below what I expect from Hilton, especially at more than $200 a night. I left feeling that the money was wasted, and I won't stay here again. The traffic on the busy street kept me up, along with garbage trucks beeping around 4 a.m. I also couldn't get extra pillows, even though I requested them when booking. The advertised ice service wasn't there either. You have to find ice yourself on the 4th or 6th floors. There was no room service. You can order from the restaurant online, but then have to go to the lobby to collect the food, and nothing is available after 10 p.m. The “all-day menu” listed online is only offered at lunch and dinner, with no clear hours given. To say I'm disappointed is an understatement. If you're looking for a comfortable stay with good service, consider another place.

The location made it easy to walk to plenty of restaurants and shops, in a charming part of the city. The Loft, a beautiful cigar lounge, is just two blocks away. We really enjoyed our stay, with a comfortable, clean room and a delightful restaurant. The front-desk folks were great too, though they could use headphones to go hands free while answering the phone. Highly recommend!

I didn't post this at the time, but it happened a long time ago and I still haven't forgotten or forgiven it. Our wedding night was essentially ruined here. The hotel lost the leftover reception food they'd said they could store for us overnight. In our room, we had paper-thin walls and could hear every noise outside. There was no hot water, and when we asked to move, they refused. They said it couldn't be fixed that night, so we took freezing showers, barely slept, and found the bed uncomfortable. At checkout, we told them about all of it and they simply didn't care. They made no effort to resolve anything or compensate us, and showed no interest in keeping our business. We left shocked. Even if ownership or the hotel has changed, I will never stay there again. Thinking about it still enrages me. It was the worst customer service and hospitality failure I've ever experienced.

The staff made this place. Norma at the front desk gave us incredible service, and Sean and Malik were wonderful in the restaurant. Go there for breakfast and get the French toast. Richard helped with our luggage and was so patient and kind when our girls locked the safe and needed him to fix it. This hotel is adorable, and I can't wait to come back!