ComplaintsforHampton Inn Pensacola Beach Gulf Front

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We booked a 3 night stay. Check in time is 4pm. Because the hotel decided to let over 100 people in a church group have late check out (until 3pm) our room was not ready until 5:30pm. We were exhausted and the staff just kept saying to go to the back of the line the room wasn't ready. We went through the line 4 times. We were exhausted from traveling since 2:30 am and just wanted to go to bed. The lobby was packed with angry guests trying to check in but the rooms were not ready. When I got into the room I didn't know that the bathroom floor was wet and slipped and fell and had to lay in the bed and ice my knee while my husband finally got to go out and enjoy the beach. I reported this to the front desk clerk and called to complain about all of the nonsense and was told someone would get back to me within 3 days. The refrigerator door would not close and our sodas were warm and we had to throw out the food we brought. When I went to take a shower and wet down my hair there was no shampoo. I had to wash my hair with body wash. The whole experience was disappointing, especially since we flew half way across the country for a long weekend and had our stay ruined. I got an email about my complaint saying they are giving me 10,000 Honors Points. No one called to investigate any of this. I don't want honors points. I was talking to other guests outside that were compensated for their inconvenience. I expected more from Hilton properties. This was unacceptable to allow a large group late check out to the peril of guests trying to check in from a long day of travel. At this point the only acceptable resolution is to refund our stay on Friday night. Even though we continued to have issues, I am willing to pay for Saturday and Sunday, but we lost an entire day of a short vacation on Friday due to this nonsense.

  Business response

  06/21/2023

  The late check out was due to bus drivers getting stuck in the storm at NAS. Then Due to the department of transportation not allowing them to drive without adequate rest they were not able to check out in time. I have refunded this guest one night room and tax for the issue and inconvenience it put on her. She was satisfied with the resolution. 

  Customer response

  06/21/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20215263, and find that this resolution is satisfactory to me, providing I do receive the refund on my AMEX card.
  
  Sincerely,
  
  Dana ******

• Initial Complaint

  07/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  HH # XXXXXXXXX Confirmation # XXXXXXXX / Folio No XXXXXX A Confirmation # XXXXXXXX / Folio No XXXXXX A In summary, I believed I was booking two rooms for one night each. I was charged for two rooms at two nights. I was also overcharged for my pet fee and it was charged to both rooms. I went to the front desk to book two rooms for one night. The gentleman, who I believe was Shawn based on the receipt, booked us two rooms for two nights. I had no idea we were booked for two nights. We did not stay two nights. We left by the checkout time on 6/20/2022. The last person I spoke with on the phone this morning indicated that there was no way for the hotel to know if we checked out unless we did so at the front desk. I was then told that maintenance CAN determine when hotel room keys are used to access rooms, but she would "have to get with someone" to get that information. Also, I was charged for a pet fee on both of my rooms when it only should have been one. Furthermore, I was overcharged for my pet fee. Your website clearly states 1-4 nights @ $50. Even if I did stay two nights, I was overcharged for my pet fee. I have been repeatedly told that someone would call me back concerning this matter either later that day or the next day. No one has ever called me back. I was told by someone this morning that they were "trying to get me off the phone." They had no interest in trying to resolve this matter; they just wanted me to shut up and go away. Due to the incompetence of everyone, this additional charge on my credit card has rolled through a billing cycle. This has resulted in interest charges. I am, at this point, going to demand the following compensation, at a minimum: - Room 106 Second night room charge, including fees and taxes - Room 106 Second Day Parking Fee - Room 106 Pet Fee - Room 412 Second night room charge, including fees and taxes - Room 412 Second Day Parking fee - Room 412 Partial Refund Pet Fee - Additional interest charges on my credit card

  Business response

  09/29/2022

  Business Response /* (1000, 5, 2022/07/27) */ We spoke to the guest this morning and resolved the issue. We adjusted the second night expenses off.

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