Hilton Scranton & Conference Center

We had a great stay at the Hilton Scranton. The room was very spacious and clean, and housekeeping kindly took care of it after 1230pm. The bed and pillows were comfortable, and there was plenty of hot water at both the sinkband shower. The coffee maker worked well too. I was glad to have an Iron and board since I needed to press one shirt.

Hilton Honors did a great job arranging a room for my disabled, elderly family member, and the front desk staff were lovely and welcoming. The rooms themselves are beautiful and clean. There’s plenty to do around town, and the Scranton area restaurants are friendly, accommodating, and delicious. But the hot tub was out of order, and the Starbucks didn’t feel like a real Starbucks. The breakfast was a much bigger letdown. The cook seemed like he didn’t want to be there, and by 645am, just 45 minutes after opening at 6am, the buffet food was already cold and old. The sausage gravy was watery. It wasn’t worth $40, and that morning experience ruined my stay. It’s a shame, since this was one of our last trips to give my relative wonderful experiences in his golden years. Customer service matters to me and to others. After writing my final paper in college on business and customer service, comparing brick and mortar service with future virtual service, I came away thinking customer service goes both ways between the customer and provider. This stay made me not want to stay at another Hilton. I plan to remove my Honors membership and see what the future holds. For this lovely little town, I think an Airbnb or Bed and Breakfast would be a better choice.

Even with a good location for the area, I wouldn’t recommend staying here. The points aren’t worth it, and I won’t be back. The rooms and hallways smelled like stale cigarettes in this non smoking hotel. The carpets felt filthy, like there was a layer of dirt on them. My photo of the dirty towel came from rubbing it on the carpet for 10 seconds. The pillow covers were yellow from other people’s oils, and it didn’t look like they were being bleached. The internet was so slow that much of the time I couldn’t do anything. There were no microwaves or smart TVs in the rooms. Breakfast was okay, but not worth the $15 on top of the daily parking fee. The housekeepers and other staff were nice, but the hotel was disgusting. The bar was okay, though the food was overpriced, $10 for five roasted carrots as an appetizer. One bartender also didn’t take my order for 20 minutes after I walked up, while serving other customers. That complaint may belong to PJs rather than the Hilton, I guess.

The staff were great, and breakfast was decent. For $17, it’s all you can eat, with a chef making pancakes, eggs, and omelets to order. The hotel is right off the highway, with parking next door for $16/night. My room was large but old and showing wear, and the fridge had a strong smell.