Just a quick update now that I've spoken to my wife in person (she came home 4/18 after I departed and I just returned 4/22). She tends to think all Hiltons are like Conrad HKG, with the corresponding service. I travel much more and realize that sometimes housekeeping forgets to leave creamer for the coffee (or even forgets the coffee), doesn't leave a plastic bag for the ice bucket, leaves dirty glasses in the room, takes the papers I left in AM to read PM, barges in to do turn down when I'm in the bathroom, etc. So no hand cream in the bathroom, even after asking for it, doesn't surprise me. It did her. Last trip to Hilton Santa Clara I paid for breakfast each day as I just couldn't do the exec lounge out of sheer boredom with the breakfast

She had no complaint with the exec staff, who were very courteous.

I suspect it's a nice hotel, but as another poster noted, it's a convention hotel (which is why she was there). The exec staff made the difference, as they seem to do in most Hilton hotels.