Hilton Garden Inn Hotels in Santa Marta

Our stay at the Santa Marta Hilton Garden Inn began with us arriving to a filthy room with a strong wet musty odor. There was on the floor, toilet wet and with hair and the bed with what appeared to be black footprints. We called the front desk and there was no answer. A common theme. Then we called guest services and they sent housekeeping. She looked at the room and said to change our room. We went back to the front desk and they said they could downgrade our room with no price change, a smaller bed and no view or they could clean our room. So we waited over an hour in the lobby for our room to be cleaned. They changed the sheets but the problems did not stop there. We had 2 rooms at this location. In BOTH rooms we received soiled towels. Even after multiple requests they were still soiled. After the 3 request we took pictures and they are below. In our second room we called multiple times about the air conditioning - one of our guests has severe asthma and between the heat and the mold smell it was too much. The front desk didn't pick up so we had to walk downstairs each time - they were informed of our issues as well as medical concerns. They sent someone to open the ceiling and clean the filters. We asked for our room to change and they refused, insisting we were not using the air conditioning correctly. We came down multiple times asking for our room to change as it went as high as 77 degrees. As you can see in the picture the AC setting is chosen. We showed them the picture and the front desk said they couldn't change our room until Jose Sanchez the manager said we could. We booked through Expedia and Expedia called the location multiple times on our behalf as the phones weren't working. On the final day Expedia said the hotel's manage Jose would be coming upstairs to address the situation. We waited over an hour before going to the front desk. They told us he was too busy - essentially they lied to Expedia to get them off the phone. Customer service here was the most horrific I have ever experienced and the hotel was lacking in customer care, cleanliness and service. I stayed here based on the reviews but I caution anyone going there. Please see pictures as proof. At the time of this post we have not received an apology or any compensation for this trip. Expedia reached out to Jose Sanchez to get compensation for our trip and he denied it. As a Hilton Honors member I'm so disgusted by our treatment at this location.