Complaints

• Initial Complaint

  10/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On September 25th to 26th, at approximately 00:20, while I was asleep in my room in the Homewood Suites by Hilton, when I was abruptly awakened by a man who opened the suite door using a key and the second bedroom door. When confronted, he asked: " Are you a guest here?" I said yes, he apologized twice and left. This clearly indicates unauthorized and improper access to my room, which is absolutely unacceptable and a violation of my fundamental rights to privacy and safety as a guest. I was shaken and worried about what might have happened if I hadn't woken up when I realized someone was in my room. It took more than 1 hour to get back to sleep that night. In the next morning I went to the hotel reception and requested a detailed explanation of how this individual gained access to my room. They promissed to get back to me with the information, but never did. That night I send an email to Hilton and, even though they sent me an automatically email saying that i would hear from them in three days, I didn't. On October 3rd, eight days after the incident, I called Hilton to speak with a representative. She informed me that the hotel manager had reviewed the footage and hadn’t seen anything concerning. When I requested to view the footage, they told me I couldn't. She then stated it was my word against theirs. It's troubling to think that if something truly terrible had happened to me or anyone else, I would have to hear Hilton say, 'It's my word against theirs!". That's outrageous! I need the BBB's help to formally request a *written, detailed report* on the incident, including a complete investigation of how this unauthorized access was permitted, copies of the security footage, key or access card control logs*, including times, dates, and identification of all individuals who accessed my room.

  Business response

  10/09/2024

  Dear *******,
  
  I hope this message finds you well. My name is *******, and I’m with Hilton Executive Customer Relations. I’m following up on your email submitted to the Better Business Bureau regarding your stay at Homewood Suites Shreveport. I attempted to reach you by phone, but I was unable to connect, and it appears your voicemail is not set up.
  
  I’d like to extend my sincere apologies for the experience you had during your stay. The safety and security of our guests is our highest priority, and we take any concerns related to this matter very seriously.
  
  After reviewing your account and speaking with hotel management, the staff confirmed that they inspected the door locks and reviewed the video footage, and there were no indications of anyone entering your room. We understand you requested a copy of the video, but as per hotel policy, this can only be accessed through the proper legal channels.
  
  I recognize this may not be the response you were hoping for, and I apologize for any disappointment. As a token of appreciation for your loyalty as a Hilton Honors member, I have credited 10,000 Hilton Honors points to your account, which should reflect within 24 hours. Please note that any compensation relating to safety and security must be handled directly with the hotel, and after their investigation, they consider the matter closed. Furthermore, based on the hotel’s records, they were under the impression that your concerns were resolved when you extended your stay after the video and door locks were checked. 
  
  If you have any additional questions or concerns, please don’t hesitate to contact me directly by replying to this email or calling me at the number provided below. Thank you for your continued loyalty and for being a valued Hilton Honors member.
   
  Best regards,
  
  ******* *******
  Executive Ambassador
  Hilton Reservations & Customer Care
  Office hours: Tuesday – Saturday
  10:00 am – 6:30 pm central time 
  

*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. ↩