harryheck, welcome to Flyertalk.

Let me repeat myself: Any large hotel chain is going to vary from property to property.
Condemning the whole chain based on one hotel isn't exactly fair, but it does sound like a bad experience. You might want to send a copy of your complaint letter to Adam Burke, the Hilton customer service guy who posts on the Hilton forum here. If you do a "search" on the Hilton board on "Adam Burke", you'll find many references, and his e-mail address.

You could also tell us what property it was, so we can be warned.