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Business Profile

Hotels

Homewood Suites by Hilton Westbank

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:04/08/2024

    Type:Customer Service Issues
    Status:
    Answered
    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 booked a room to stay March 29, 2024. It was a ************************ I had only myself on the reservation, I told front desk I decided to have girls over at hotel instead of my home to celebrate my daughter. At night I called to put in a ticket it was freezing in my room, they said no one there to fix the problem so I just dealt with it being cold. The next morning the girls wanted breakfast, thats why I booked the hotel because of free breakfast. I received a call stating I would have to pay like $14.00 I think for each girl, I said why oh because you only had you on the reservation. Thats ridiculous I had a two bedroom suite with queen **** plus a queen sleeper. The Hilton charged me $100.00 for 11, 12 and 13 years old to eat when again I booked a queen suite. The girls said they didnt eat, I went down there and the front desk clerk said they did. I observed the food with her it was very dry I told her I know they didnt eat this, it was horrible looking. I took my girls to ************ which they ate it back at the hotel. I will Never return due to the poor lack of empathy and consideration. I have been a certified Marriott Travel Agent for over 5 years. This is unacceptable!!! Im definitely talk to **** about the incident.

    Business Response

    Date: 04/18/2024

    Dear **************,

    My name is *******, and I'm part of Hilton's Executive Customer Relations team. I'm reaching out in response to your recent email to the Better Business Bureau regarding your stay at Homewood Suites in *********** ********* Gretna. 

    I want to apologize for any inconvenience you may have experienced during your stay. We aim to provide exceptional service to all our guests, and it appears we fell short of that standard in your case.

    In your email, you mentioned being charged for breakfast, which should have been complimentary for you and everyone assigned to your room. After speaking with Ms. ****** at the hotel, she confirmed that breakfast was indeed free for the six people assigned to your room. However, there was a charge of $14 per additional child for the seven children who were not part of your room assignment. 

    Based on the hotel policy, the hotel is unable to offer a refund for these charges. I understand this may not be the response you were hoping for, and I apologize for any frustration this may have caused.

    As a gesture of appreciation for your loyalty to our brand, I've added ****** Hilton points to your account. Please allow up to 24 hours for the points to be credited.  Thank you for bringing your concerns to our attention, and I appreciate your continued support as a loyal member. If you need any further assistance, please don't hesitate to contact me directly.


    Best Regards,
     
    ******************
    Executive Ambassador

    Tuesdays-Saturdays

    10am-6:30pm central time


Homewood Suites by Hilton Westbank is NOT a BBB Accredited Business.

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