I reached out to the hotel once again, every time I called I was placed on hold without any help. This never happened, instead I checked my Hilton app only to see I was still checked in the hotel. The next day I went back to the hotel dropping the key off and spoke with a manager on staff that told me he’d get everything taken care of offered apology, stated he’d email mail with a refund and correspondence. We were able to secure a room at The Eden house, and left the property. Waited around until very late in the evening, starving and miss a team dinner, no one ever came to our or called. I was also told a supervisor would come to our room or call me. I was told “that my reservation was only until the 8th, they could extend but wasn’t sure if they could extend until the 13th and if they did it would be at a new rate $59 per night higher”. Confused later that day I went to the front desk to pick up new keys (since we were there until the 13th all of our belongings in the room) and asked what the meaning of extending our stay was about. I'll just swing by the front desk when you get this or whenever you come back and we'll get it get y'all set up OK talk to you soon bye”. I was just calling to let you know that since we extended your stay, we're gonna have to have you come back and get some fresh keys for us. On November 8th while we were out racing I received a phone call with a message “ Hey Mandy, this is Devon calling from the Hilton front desk. On November 4th we checked into our room, receiving a parking pass with the above confirmation number and the good until date of November 13th. On Aug 7th I booked a stay with Hilton Garden Inn (conf - 3411194608) for the dates of November 4th -13. I’m giving this rating as it is owned by “The Keys Collection”. I am sure they could have easily checked with the staff member that took my reservation, and confirmed my concerns about the extra fee.… ![]() ![]() This is something that should not have happened. This is a money grab! I didn't want to create a problem, plus the front desk was crowded. And that I was told while making my reservation, the fee does not apply to Emotional Support Animals. I explained that he is an emotional support animal that I can show his papers. When I arrived to check in, the front desk gave me a paper charging me a pet fee. Because we were planning to bring our Emotional support Bird and during those 3 times Hilton Gardens' staff told me that I won't have any charge for it. I asked 3 times, while making my reservation to be sure that I was clear. I did my reservation by the phone asking for fees and possibility to bring our emotional support pet. The management did not attend the costumer on front the problem. This place is completely unreliable They give information at the phone and give you the opposite in person.
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