Danielle W
25. juni 2024
The worst customer service I have ever seen. We had a reservation for 3 nights (May 5th-8th) and checked in early on the app the day before we arrived and picked our room. I opened the app around 5pm on the day of check in to request a digital key, pleased to find we had been upgraded to a suite. The room was clean, though dated, but we were grateful for the upgrade. On May 7th, housekeeping knocked to ask when we were leaving. Confused, we went down to the front desk, who did not have record of our stay being through May 8th. In fact, our app displayed our reservation as a "late cancellation" despite checking in, but yet, we were somehow issued a key. They did not have record of our reservation for the evening of May 7th. I even had an email showing I had shared the key with my husband on the check-in day of May 5th, not to mention we'd been staying there for 2 days before it became an issue. The woman at the front desk asked me to forward her the email along with our reservation confirmation and they would take care of it. Turns out, taking care of it was charging me full price for the suite, which meant I was overcharged by over $700. Multiple voicemails for the manager were unreturned. I called Hilton's diamond desk and while they were able to speak to the manager once, he never returned any calls once Hilton opened a case. Then the hotel indicated in the case compensation had been issued on May 31st, which closed the case. As of June 25th, I have not received a refund and the manager continues to ignore calls from Hilton. This has to be escalated internally with Hilton so I can get my $700+ back, which I already had to cover and pay my May statement balance because it has been so long. We frequently fly to Chicago to visit family and I wouldn't stay here again if it was the only hotel available. I'd rather sleep in my car. Shame on this hotel and its management for being so deceptive, dishonest, and downright shady thieves.
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