Gæstebruger
7. oktober 2024
In August 2024, our family stayed at the Hotel DeNovo. When we checked into our room, it was apparent that the room had recently been renovated. In fact renovations were still underway in the main building. After dinner we attempted to watch television. When we turned on the tv, it was obviously damaged. Since the room was so newly renovated, we speculated that the unit had been damaged during the renovation or installation and that we were among the first to stay in the room since the renovation. We called the front desk to let them know that the television was damaged. They offered to send maintenance, but in our experience that isn’t usually a fast process, so we said it wasn’t necessary. We were only staying for one night and didn’t want to be kept awake waiting for a repair. We thought we were being polite, understanding guests by alerting the hotel to the problem so they could fix it before the next guests checked in. When we got home from our trip we discovered an $800 charge on our credit card from Hotel DeNovo. A call with the hotel led us to Ben Cyr, who identified himself as the manager, even though he later admitted that he is actually the Director of Guest Relations. He was immediately hostile and started throwing around phases about the television being “smashed” and acted like there was shattered glass scattered around the room. This wasn’t the case at all. The damage we saw to the television was only obvious when the television was on. He made up more lies, saying we refused to allow maintenance into our room. He tried to intimidate us by saying that he would involve the hotel’s attorneys. He provided further alarming details, claiming that the maintenance manager was in our room right before we checked in and that he was back in our room while we were still on site “in our car” after checkout. This whole situation reeks of a set up. Why would they be watching our family and monitoring our every move? It sounds like they knew the television was damaged when we arrived and were just waiting for us to leave so we could be the suckers that they made pay for their renovation. This situation is distressing for a number of reasons. The Hotel DeNovo has charged our credit card for damage that we didn’t cause and now we are left in the situation of having to prove our innocence to get our money back. How are we expected to prove our innocence? We travel a lot and have stayed in hundreds of hotels. In fact, I have been a Diamond Hilton Honors member for over a decade. There are frequently problems in hotel rooms. There are scrapes on the walls, poorly done renovations, and, yes, televisions that don’t work. Hotel staff doesn’t accompany guests to the room upon check in to allow the guest to make a list of the issues to “prove” the state of the room upon check in. Guests rely on the hotel to have a level of honesty. We have never had a problem like this before. We have brand loyalty to Hilton for a reason. It is supposed to provide a co
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