ComplaintsforHilton Sandestin Beach Golf Resort and Spa

• Initial Complaint

  08/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My wife and I stayed at the Sandestin Hilton Friday August 11. The room air conditioner did not work. The room was hot and uncomfortable, Management assured they would fix it and refused to move us to a different room. The showerhead in the tub malfunctioned and sprayed water all over the floor causing me to slip and fall. I was fortunate to not suffer a major injury other than a very sore shoulder which still hurts. The management did not seem to care about any of these problems. I would not want to stay there again. I will compliment the Hilton for their Restaurant -Seagars - Great food, really great service - it was the one good thing that we experienced at your hotel. By the way we spent $493 that night for dinner.

  Business response

  08/25/2023

  For the last 40 years Hilton Sandestin Beach Golf Resort & Spa has been welcoming guests to the Florida panhandle. With a focus on customer relations, our team goes above and beyond to ensure our guests have an enjoyable stay and that any issues they encounter are resolved quickly. Upon arrival our team provided this guest with complimentary breakfast for two as an act of goodwill, in an attempt to thank them for their patronage, as we know there are plenty of options when choosing a place to stay in this area.
  
  The incident discussed began with our team taking a phone call from the guest who stated they were unhappy with the air conditioning in their room. After receiving the information the guest was willing to provide, our front office team offered the assistance of our maintenance team. This offer was quickly shut down by the guest. Our team attempted to offer to move this guest to a new room but was interrupted by the guest hanging up the phone, ending the call. The front office staff did not call the room back as to not disturb anyone that may be sleeping at that late hour.
  
  As is the Hilton way, we attempted to “Make it Right” for the guest in question however we were not afforded the opportunity to fully resolve this matter due to the unwillingness of the guest to talk through the options available. The claim that the guest fell due to water on the bathroom floor was not brought to our attention until notice of this complaint. We appreciate the guest sharing their concerns with BBB however we are unable to rectify an issue without the ability to communicate all options available and move forward from there. We wish the guest the best in their travels and hope they might choose to join us in the future at Hilton Sandestin Beach Golf Resort & Spa.

• Initial Complaint

  04/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I made a purchase of $35.11 at Sandbar on 3/29 (see the file "Folio 1", second line, ref #XXXXXXXX) and paid this purchase using my American Express card ending in 3001. However, the merchant charged me another $30 at the same time (see the file "Folio 2", second line, ref #XXXXXXXX) without my authorization, and this transaction was posted to my Bank of America Card ending in 6680. Due to this billing error, I now have to pay more than what I purchased. I would like you to investigate this case and to have them give me a refund of $30 for the double charge that I already paid using a different credit card. Thank you for your time and consideration.

  Business response

  05/16/2022

  Business Response /* (1000, 5, 2022/05/02) */ I have received your concerns and will be submitting the information to our accounting department for further investigation. we will get back to you with what they find Business Response /* (1000, 8, 2022/05/02) */ The charge in question is not a duplicate charge. The $30 is a partial amount of a charge that was authorized and incurred by the guest at the point of sale. The $30 was a portion of a receipt for In-Room Dining check #2858 that was transferred off of the guest's folio in error for the Daily Food & Beveridge Credit that the guest receives for being our most loyal, Diamond tier, Hilton Honors member. The credit is for up to 2 registered guests @ $15 for a total of up to $30 daily. For the 5-night stay the guest had, they would receive 5 - $30 credits for a total of $150. The Daily Food & Beveridge credit was applied to their 'Sandbar' ticket #6765 for the March 29, 2022. The guest signed for $65.11 to be charged to their room. $35.11 remained on their folio to be paid and the other $30 went to an internal account to be covered by our hotel. This is how the process continued for the remaining nights of the guest's stay. The charges are all accurate and valid. If the guest would like to make arrangements to have the charges paid by a different credit card, they can call our office directly at XXX-XXX-XXXX. Please let us know if you have any further questions. Attached is the final folio for the guest, the internal folio for the Daily Food & Beveridge credit adjusted throughout, and all signed receipts by the guest.

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