As a Diamond Elite Hilton club member I have a pre...

As a Diamond Elite Hilton club member I have a pretty solid understanding of a quality experience. This is probably only the 2nd time I have written a negative review on a Hilton. First with a sold out hotel they only had two people at the front checking people in during the prime time 4pm time period. The hotel said it had digital keys but it did not work on the Hilton app so I had to wait. The manager even walked out twice looked at everyone and went back into the office, did not even offer to help the 15 person deep check-in. After a 20 min wait to check in, we finally got our room but the key card machine was broken so they had to leave and go into the back office for each customer which took 2-4 minutes. Finally we got the keys. I then went to the bell guy to ask if we could get a luggage cart and he said sorry we don't have any, again not what I expected to see at a embassy suites. I managed to throw the stroller on my back on top of my backpack, wheel three suitcases for my wife and kids as she carries our youngest who is asleep to the room. Once we get in the room We realized they gave us a room with two full beds instead of a king I expected. Since we have to put my son down to sleep we had no choice but to take the room. Not the start to the vacation I was looking for.