ComplaintsforHome2 Suites by Hilton Fort Myers Airport
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Complaint Details
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Initial Complaint
07/16/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I stayed at the Home 2 Suites in Fort Myers near the airport from June 17 to July 6th. On the day I checked out I looked at my bill and noticed 8 odd charges that read Telephone-LD (intrastate). The charges ranged from $2.84 to $9.09. The total amount was $35.21. They were specifically on July 4th. I asked an employee as I was leaving to look into them> His name was Jackson and dealing with this employee before there is a reason he was working the graveyard shift as dealing with customers is not his forte. He explained that he would call the GM Tanya ****** and he would discuss it with her. He claimed he had other customers that had seen the same odd charges and he didn't know what they were either. I expected Tanya ****** to review and realize the charges weren't made by me and credit my card but as usual Tanya doesn't do customer service well at all much less customer satisfaction. I am attaching the bill from that stay and as I stated everything is clearly there. I did get an email from the assistant manger Phillip ******* apologizing for the poor survey I submitted to Hilton, of which I asked about the charges. He didn't reply or couldn't reply as he follows same ideas in customer service is customer satisfaction as the Tanya *******Business response
07/27/2022
Business Response /* (1000, 5, 2022/07/18) */ No such charges are reflected on guest folio. Consumer Response /* (2000, 7, 2022/07/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) That's funny. After I sent the request in the next day I see a credit for the amount I was requesting. Tanya ****** and her assistant manager are once again being substandard at customer service and customer satisfaction by only requesting the refund when I had to ask thru the BBB website. What a shameInitial Complaint
01/10/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
This was a hotel that the stay was unsatisfactory, I contacted corporate (Hilton), they contacted the manager (Phil) of said hotel and he stated that a credit to my original form of payment would be applied. They charged me TWICE and credited me ONCE! I was told via corporate through an e-mail that this is a hotel level issue, upon speaking to Phil directly I was informed he applied the credit. I asked for his e-mail, so I could send a copy of my statement to show the 2 charges and 1 credit and he refused to supply his e-mail and insisted that my card was charged once and credited once. I have PROOF that is NOT the case, I was then hung up on by Phil! I called corporate again only to be told I am wrong although I e-mailed proof to corporate and she (a supervisor) was looking at my e-mail as we spoke!Business response
02/04/2022
Business Response /* (1000, 5, 2022/01/16) */ Guest was informed that she was not charged twice. Guest then proceeded to scream & insult the manager. As we are humans we do not need to be screamed at or berated by anyone. Guest was informed that she must wait the allotted time for the bank to process postings & credits 7-10 business days plus any holidays. Guest must be patient & let item process out.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.