Business ProfileforThe Palmer House Hilton

This is the worst experience I've ever had in a hotel. First, in the late night, none of my hotel room keys works. When I went out, I bring my room key card and my phone has digital key, but none of them works. when I went to the front desk to exchange my keys, I have to wait in an endless line together with customers who check in. I waited there ***** to get the chance to talk to the staff. There is only one staff who is taking customers. There are many other customers also standing there because their room keys didn't work and they don't want to wait in the line together with check-in customers -- it is the hotel's responsibility to make the key work, why should we wait in the line for 30min in late night (10:30pm) to get our key replaced? The staff is so rude to me. When I finally got the chance to talk to the staff and tell him my key problem, the staff, an Asian/Hispanic Man with long black hair, just don't respond me or sneer me!!! A staff sneer at the customer because the room key card doesn't work?? I told him that none of my keys work, he just said "***, they couldn't work" and rolled his eyes and no response anymore. When he was done with replacing the key, he literally throw the keys and my ID onto me! no respect, super rude. I got charged for the items I never had!! When I checked in, they told me that I have food and beverage credits for the hotel. They did not tell me that the credits are for which level or which restaurant, they said the credits are for the hotel! Since they didn't give me the free water (you need to ask for it specially, they don't give water to you when checkin!), so I just take the water in the minibar. However, when I received my checkout receipt, I was charged for a beer, which I never had. They didn't correct them before I told them. The price they charge for the items are much more expensive than the price they listed online -- for example, they said the cashew is ********************************************* 15 USD!