Jennifer de Vallance-Hilton-1698545865

With a 10 am checkout, Hilton’s Historic Powhatan property has one of the most restrictive checkout policies in the Williamsburg area. Nevertheless, I have stayed at the property four times in the past three years. On my most recent stay, after requesting a late checkout, I received a text suggesting that there was “language barrier.” Less than five minutes later, security was at my door. I am disturbed by the thinly veiled racist and nationalist rhetoric targeted at me and my family. More so, sending security to my room at night was a clear attempt to intimidate me. I am deeply disappointed by the treatment I received. I hope that appropriate corrective action is taken so the that Bryce, the front desk employee who resorted to scare tactics and culturally divisive comments, upholds Hilton’s standards for customer service. At best, he lacks the training and skills needed to provide a positive customer experience. Alternatively, he is comfortable infringing on the civil rights of Hilton’s clients and undermines the brand’s reputation. Either way, my family and I will not return to the Powhatan.