Complaints

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Saturday September 2nd we arrived for our 2 night stay for a rate which was overpriced as it was but during labor day weekend. We reserved *************** oceanfront suite which was ******** once check in assigned us the room. The issues began with the sofa *** being unsleepable due to how old it is, likely original sofa. I called front desk several times and they offered a pad for sofa. Someone brought a blanket instead and I turned him away and said it's supposed to be a foam pad. That issue went on the entire stay along with having to call about bugs in the room and they sent someone in to spray. I've pictures of all of the issues including the food, mine specifically being not as descri*** and disgusting. The king *** also was likely a queen *** as it did not fit properly in the frame and was very uncomfortable for my daughter. Also, coffee maker was broken and ******* who works at the hotel stated he'd address it with the front desk. ****** the manager is extremely rude and offered no help to any of our issues, in fact, she caused more confusion and even laughed on the phone. Eventually we had to repeat ourselves for the 10th time to Chez another manager who seemed understanding and offered a $300 refund which never came thru. The morning of checkout we awoke to homeless on our patio who must have slept in the chairs and left their cigarette butts behind. We quickly gathered our belongings and went to the front desk and explained to the young man at the front desk what had happened and to please have Chez call me as we are leaving which was approximately 830am on Monday the 4th. To this day no call and honestly, they should issue a complete refund with all the issues and hassles and the homeless is completely unacceptable and now left feeling violated as my daughter slept with the curtains open and likely the homeless were looking in. Where is security in all this? I will be disputing with my bank and posting on social media along with reviews and photos unless my full amount is returned. I will also write a formal complaint to corporate about the chaos and all the calls that went back *** forth during our stay with nothing being corrected

  Business response

  09/07/2023

  *******************,

  Thank you again for taking the time to provide feedback about your recent stay and speaking with me on the phone today. As I mentioned my goal is to make it right and have submitted the refund for your 2 night stay due to several issues you experienced while here at the resort. I have also emailed you the updated folio which had the original applied room credits to cover your incidental charges. Please feel free to contact me directly as mentioned in our convo if I may be of further assistance and again, I truly apologize.

  Sincerely,

  ********

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is my second complaint. Mr. *********************** promised me a two night stay and promised that he would send them to me. Nothing has been received. So at this time I will continue my PR crusade within social media. As usual words mean nothing unless they are backed with action. Im sure he will be happy when the television crews arrive at his hotel. Regards,***********************

  Business response

  06/14/2023

  The promised 2 night stay certificate was mailed out on Friday, June 09th.  The guest should be receiving the certificate this week.  We left the guest a message advising of this.

• Initial Complaint

  06/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Again,I would like Hilton Hotel to refund my non stay at there Hotel. My wife was sick and I called the day before our arrival. They will not refund my money. Even though the charge is non refundable I would like them to do he right thing and at least credit a stay when she became well. If not I will use every available tool to promote what happen to ** and how cruel Hilton Hotels are. Social Media and of course Television.

  Business response

  06/08/2023

  We spoke to guest and offered a certificate for a ***********.  Guest was appreciative of the offer and accepted.

  Thank you.

• Initial Complaint

  06/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Booked a cabana thru resortpass for Mothers Day and I was charged for the Cabana twice. Once from Resortpass and once from the hotel. I have made several attempts to contact a representative from the hotel and I keep getting voicemail after voicemail. No one has responded to any of my emails or voicemails to come to a solution. I just want a representative to reach out.

  Business response

  06/29/2022

  Good Afternoon,

   

  I have processed a full refund for the cabana for *************************** in the amount of $700. The guest has been emailed a confirmation of the refund and I attempted to call the guest by phone to let her know. I received her voicemail, so I left a detailed message explaining we have refunded her and that she should see the credit on her card within 3-5 business days. I also gave her my direct phone number in case she needs to speak to me further.

   

  Sincerely,

   

  ***********************

  Director of Guest Services                   

  The Waterfront Beach Resort, a Hilton Hotel                                      

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩