ComplaintsforThe Palmer House Hilton

• Initial Complaint

  05/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This is the worst experience I've ever had in a hotel. First, in the late night, none of my hotel room keys works. When I went out, I bring my room key card and my phone has digital key, but none of them works. when I went to the front desk to exchange my keys, I have to wait in an endless line together with customers who check in. I waited there ***** to get the chance to talk to the staff. There is only one staff who is taking customers. There are many other customers also standing there because their room keys didn't work and they don't want to wait in the line together with check-in customers -- it is the hotel's responsibility to make the key work, why should we wait in the line for 30min in late night (10:30pm) to get our key replaced? The staff is so rude to me. When I finally got the chance to talk to the staff and tell him my key problem, the staff, an Asian/Hispanic Man with long black hair, just don't respond me or sneer me!!! A staff sneer at the customer because the room key card doesn't work?? I told him that none of my keys work, he just said "***, they couldn't work" and rolled his eyes and no response anymore. When he was done with replacing the key, he literally throw the keys and my ID onto me! no respect, super rude. I got charged for the items I never had!! When I checked in, they told me that I have food and beverage credits for the hotel. They did not tell me that the credits are for which level or which restaurant, they said the credits are for the hotel! Since they didn't give me the free water (you need to ask for it specially, they don't give water to you when checkin!), so I just take the water in the minibar. However, when I received my checkout receipt, I was charged for a beer, which I never had. They didn't correct them before I told them. The price they charge for the items are much more expensive than the price they listed online -- for example, they said the cashew is ********************************************* 15 USD!

  

  Business response

  06/25/2024

  In response to ************* concerns, we have taken immediate action to address the inconvenience caused during her stay.

   

  A compensation of $537.69 has been offered to ********* to acknowledge the inconvenience she experienced.

   

  We have informed ********* that this refund should reflect in her account within 5 to 7 business days.

  We remain committed to ensuring the satisfaction of all our guests and apologize for any inconvenience ********* may have experienced. 

  Please do not hesitate to contact us if you require any further information or clarification.    

• Initial Complaint

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On December 27, 2022. around 6:59pm I was eating at the ******** bar located in the Palmer House Hilton *******. I am seeking a refund of my entire bill and an apology from the waiter. My bill was $79. I ordered a Lockwood burger well done. I received a burger that was pinkish inside when I cut the burger.. (I never complain to the waiter or business about dis satisfaction with food) But since this burger cost $20 I reluctantly mentioned it to the waiter. He told me this is how they make their well done burger and if they cooked it any more it would be burnt. My husband and daughter had the same burger the day before at this same restaurant. Their well done burger was not pinkish. Reluctantly I said okay if thats how you cook well done. When the waiter left my table I asked my daughter did her well done burger look like this her answer was no it was well done. I spoke a second time to the waiter only to express when a customer is not happy that should be enough, he immediately cut me offer and said he would get the manger. I said I dont want or need a manger.(my point was for him not to treat any other person or black person like this which *** *** have been his motivation. Per pandemic three years consecutively a few days after Christmas my family enjoy a staycation at The Palmer House Hilton *******. I have enjoyed my time in the past and currently until this isolated incident by this waiter. I still would recommend this hotel . We usually enjoy our stay at the Palmer House Hilton *******. I want my full bill payment refunded and apology. Because the waiter changed my enjoyment of my entire meal and my next day. I still left a ten dollar tip which was smaller then my usual 20%Because I feel like other workers might share in the tip.The section he worked that night was the seat right in front of the main Christmas tree. Four high chair seats and table in front of main tree on the aisle. Wrote message on receipt left ten dollar tip

  

  Business response

  01/23/2023

  Good evening ******,

   

  Im emailing to let you know that we got in touch with ********************** with regard to her complaint and its been addressed and solved.

   

  Please, feel free to reach out with any questions you may have.

   

   

  Appreciate you,

   

  ***

  Customer response

  01/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

   

  GOOD MORNING,       I was contacted by a concerned representative for The Palmer House Hilton ******* Hotel .  He  expressed how wrong the waiter handled the food situation .  I received reimbursement for my burger with an invitation to revisit the restaurant.  I was satisfied with .  the resolution.   I would recommend The Palmer House Hotel as ,an all around good place to stay.    i am not sure if the waiter was directly informed of his

  
  
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*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. ↩