Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged for what I believed to be two nights but was only booked for one. A third party hijacked the call and charged me double plus an extremely high tax and commission apparently. The room was also not clean and very noisy so I was unable to get a restful nights sleep on top of everything else. I complained to the hotel and the third party and still have no resolution. I have disputed the charges with my bank.

  Business Response

  Date: 05/20/2024

   Hello I am reaching out from the Hampton Inn & Suites Louisville East in response to case ID # ******** *filed by ****** *****

   

  First of all having to respond to a to such a case is ridiculous, and this being the “second attempt” at reaching us is false because no other information on this has come to us via mail or email.

   

  ****** is upset because of her own mistake in booking a room through a 3^rd party at our property for 1 night instead of the 2 she was supposed to book for. She is upset that our rates were elevated during a sold out period and due to her mistake, did not book the correct nights or just wanted it cheaper. ****** never brought any issue to our attention with room cleanliness or anything else except the booking mistake that AGAIN, is her fault and not ours. She never gave us an opportunity to fix any room issue or get her moved, and only brought these items up after realizing the mistake she made. Now, we are understanding of mistakes being made, so we have created a Hilton Honors account for the guest and credited her nearly 20,000 points, for again, something that was not our fault but still obliged to do for ****** and her situation. She will not be receiving any further credit, and since she booked incorrectly through a third party, we didn’t even charge her card just the third parties virtual card they sent. This matter is closed and nothing further will be given, as we have more than compensated for a mistake made and admitted to by the customer.

   

  To make this a BBB issue is ridiculous and we have gone over and beyond to try and make this right.

   

  Thank you,

   

  ***** *****

  General Manager

  Customer Answer

  Date: 05/20/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  *** ******* ** * ****. He called while I was attending to a dying relative and pictures were not taken because my mind was elsewhere. The desk clerk told me when I arrived that it was my fault for not hitting the zero key when I called the LOCAL NUMBER. This is fraud. I will take it higher up. 
  Sincerely,
  
  ****** ****